Category: Service

Picture this: I’ve just walked in the door and barely put my bags down after a hotel stay. My phone buzzes. It’s a survey from the hotel asking, “How wonderful was your recent relaxing stay with us?” My immediate thought? That’s a classic leading question. Leading questions like that have a knack for steering you…

I used to think team collaboration was mostly about being a good teammate — offering help, showing up to meetings, and staying in the loop. But the longer I’ve worked on cross-functional teams, the more I’ve realized that real collaboration is something you have to design on purpose. After more than a decade of managing…

Today’s customer support teams are faced with the impossible task of managing high volumes of support requests while also providing a high level of customer service. Have you been there? I know I have. With AI’s ability to create personalized experiences, find efficiencies, and deploy automations, customer support teams are quickly adopting tools like AI…

Today’s customer support teams are faced with the impossible task of managing high volumes of support requests while also providing a high level of customer service. Have you been there? I know I have. With AI’s ability to create personalized experiences, find efficiencies, and deploy automations, customer support teams are quickly adopting tools like AI…

If you’ve contacted a company looking for customer support recently, chances are you were prompted with a digital interaction first. Companies are increasingly relying on digital-first interactions like chatbots and AI agents to help them scale their customer support function. In my time working at a leading chatbot company, I’ve seen companies build great digital…

If you’ve contacted a company looking for customer support recently, chances are you were prompted with a digital interaction first. Companies are increasingly relying on digital-first interactions like chatbots and AI agents to help them scale their customer support function. In my time working at a leading chatbot company, I’ve seen companies build great digital…

I used to think team collaboration was mostly about being a good teammate — offering help, showing up to meetings, and staying in the loop. But the longer I’ve worked on cross-functional teams, the more I’ve realized that real collaboration is something you have to design on purpose. After more than a decade of managing…

When offered the opportunity to provide a company with feedback, I’m usually happy to participate — but only if the process is easy. Like most people these days, I’m short on time (and attention), so companies are better off making their requests for feedback short and sweet. But how can a company find the ideal…

When offered the opportunity to provide a company with feedback, I’m usually happy to participate — but only if the process is easy. Like most people these days, I’m short on time (and attention), so companies are better off making their requests for feedback short and sweet. But how can a company find the ideal…

As an experienced customer success manager, I know that two of the major reasons customers churn are that they don’t understand how to use your product or they don’t see value from it quickly enough. This is precisely why customer onboarding is so critical. Without proper onboarding, customers can get frustrated and disengaged. In fact,…