Category: Service

I’ve seen it happen more times than I can count. A company launches a product with slick marketing and a dedicated support team. But behind the scenes, the departments barely talk to each other.  The result is a disjointed customer experience, and it taught me a critical lesson early in my career: a great product…

Like many, I’m a big fan of buying products online, which means getting packages shipped to my house. When it’s time to check out, I avoid one shipping company in particular. This delivery service has left packages outside my door without my consent, forged my signature, and marked me as “absent” without even attempting delivery….

If you’re an online shopper like me, chances are you’ve set out to read a customer testimonial before purchasing a product or service. As consumers, we want to know that other customers are satisfied with their purchase before we are ready to commit. But what sets a great customer testimonial apart from a not-so-great one?…

In my time working in customer experience, I’ve learned that customers must be able to contact you when they want to. If they can’t, chances are they’re going to be pretty unhappy. This is why having a great “Contact Us” page on your company’s website is so important. By providing an easy-to-navigate Contact Us page,…

HubSpot Service Hub empowers support teams with the tools they need to resolve issues faster and retain more customers. With 72% of customers reporting faster ticket resolution and 28% more closed tickets after switching to Service Hub, HubSpot delivers results at scale. Plus, with 1,500+ apps integrations — including Aircall, JIRA, Microsoft Teams, and Zendesk…

Surveys are one of the best ways to gather customer feedback. But I can tell you from experience that crafting a survey from scratch can be a pain. That’s why I set out to find the best free survey maker by testing 16 feature-rich, zero-cost options. With the right free survey tool, you can produce…

Your company’s knowledge base is the informational lifeblood of customer self-service and internal efficiency. You could have hundreds of top-quality articles in your knowledge base, but if your knowledge base isn’t searchable? They might as well be invisible. I’ve seen how knowledge base search functionality is the difference between a static, underutilized pile of help…

When I worked in HubSpot Support, the real superstars weren’t just the reps who could crush fifty cases a day. The ones I admired most were the team members who built deep expertise and product knowledge, and that’s what knowledge-centered support (KCS) is all about. Knowledge-centered support is a methodology focused on capturing, structuring, sharing,…

If you want to learn how to build a survey, the most important thing to know is that an excellent survey respects your time. It should be succinct, ask the right questions, and provide valuable insights. As a respondent, I’m quick to bail if a survey is too long, confusing, and repetitive. If you want…

If you want to learn how to build a survey, the most important thing to know is that an excellent survey respects your time. It should be succinct, ask the right questions, and provide valuable insights. As a respondent, I’m quick to bail if a survey is too long, confusing, and repetitive. If you want…