Category Archives: Customer Support

How to Tell if Your Online Customer Service is Actually Working

In recent posts, I’ve shared why I think 2017 will be a big year for online customer service and how you can use that trend to your benefit in growing your online community. Today, I want to help those businesses who have already begun to see the value of online customer support.

How do you measure customer service success? Continue reading

Where Chat Collaboration Software Falls Short as a Community Tool

When it comes to offering support choices, many firms believe they can save a little money and streamline the process by using a popular new tool, even if it isn’t the right tool for the job. In this instance, many companies have been choosing chat collaboration software such as Slack for this purpose. Continue reading

Why Ticket Deflection Matters to More than Just Your Support Team

Serving a ton of customers is awesome… until it isn’t.

Every successful business will eventually find itself in that awkward place where customer service requests start to get out of control. Sure, a customer service backlog means you have customers; which means you have revenue. Continue reading

Keeping Customers: Reducing Churn through Self-Serve Customer Support

While a lot of emphasis is put on attracting new customers, keeping the ones you’ve got is arguably even more important. According to a study published by eMarketer, it is 5-10 times more expensive to acquire a new customer than it is to retain an old one, making customer retention one of the most critical jobs of any business. Fortunately, customer retention needn’t be difficult. In fact, thanks to the power of community and self-serve customer support, it’s easier than ever. Continue reading

5 Tools Community Managers Can’t Live Without

Managing a community is hard work. It involves constant time spent analyzing data, looking for and creating relevant content, planning new posts, and interacting with members. If you want to succeed as a community manager and sleep more than 3 hours a night, you need help.

Here are five areas where the right tool will help save you invaluable time and energy. While I’ll give a specific example under each heading, it wouldn’t be a bad idea to try more than one tool. See what works best for you and go with it. Continue reading