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Discover what's happening in customer support, and what trends to look out for.
Find out how different organizations use quality assurance (QA) to help create a seamless customer experience.
With a recession looming, customers are churning like never before. A good CX strategy can convince them to stay — and increase your NRR.
A comprehensive overview of the best customer support chat platforms in 2023, highlighting features, use cases, and integrations.
Two incredibly useful customer support software platforms — but which is the best solution for your business?
Wondering what customer experience is and how it can benefit your business? This article covers everything you need to know.
Customer success focuses on customer satisfaction and loyalty by delivering a positive experience. Let's take a closer look at the field.
We break down two of the most popular remote access software, TeamViewer vs. Anydesk, so you can choose the right solution for your use case
Learn more about the customer experience roles and titles available, from support agents to customer retention leads.
We've compiled a list of the top 10 customer experience software in 2023 to help you provide the best support and CX.
Technology is reshaping the customer service experience. Learn how to incorporate the right technology to help your business stand out.
Customer success is vital for the success of any business. Here are 10 reasons why it should be made a priority.
Can marketers help support teams improve customer support? Yes, they can! Here are ten ways they can work together to enhance CX.
Live chat vs. phone support statistics and benefits to help your business decide which is the best option for your customer support.
What is remote customer support? Read on to learn more about how this new practice can help businesses provide better support to customers.
Learn what ticket escalation is, how it works, and best practices for managing it effectively.
Want to save your agents time, money and a lot of hassle? This article outlines common customer support challenges and how to solve them.
While it may not be obvious at first, Slack can be turned into a powerful part of your support stack by leveraging its many integrations.
Automation can be tricky to implement properly. Here are the situations when you should and shouldn't use it for customer support purposes.
Learn everything you need to know about building and staffing a successful technical support team in this article.
Which do you need: customer support or customer success? Learn more about the roles of each team and their differences in this article.
Read through some of the key statistics surrounding average support tickets per day, ticket volumes, and user activity.
Want to understand what a DSAT score is and how it differs from CSAT? We cover everything you need to know about DSAT in this article.
Are you confused about the difference between a solved ticket and a closed ticket in customer support? Here's how to tell which is which.
Measuring the success of your CX team is essential to any business that wants to thrive. In this post, we tell you exactly how to do that.
Learn exactly what customer centricity is and how your organization can use it to improve the customer experience.
Finding the best customer service software for your small business doesn't have to be complicated. Here's what you need to know.
We break down Glance vs TeamViewer so you can choose the right solution for your business.
Learn why first response time (FRT) is such an important metric for measuring the performance of your support team.
From chatbots, to customer loyalty, to retention and churn rates, here are the most important CX trends to keep your eyes on in 2023.
See how you can cobrowse with your customers in Zendesk.
Average handle time is the length of time if takes for a support agent to answer a call or email. Here's why it's such a crucial CX metric.
Video chats are the future of customer service! Here are the best tools — from cobrowsing to conferencing — to get started.
Curious about average time to resolution (ATR)? Here's everything you need to know about this crucial metric, plus tips on improving it.
Is your customer support team feeling overwhelmed? Click through to learn how to scale your customer support and satisfy your customers.
How is customer support a powerful tool for driving growth, rather than just another cost center? Read on to explore the real costs and ROI.
Learn about different customer experience team structures and how to choose the right one for your company.
FullStory and LogRocket are two popular session recording tools. In this article, we compare and contrast the two products.
Is SmartLook or Hotjar the right tool for your business? Check out this overview of each platform — and alternatives — to help you decide.
There are tons of things to focus on when creating a CX strategy, but data is the most important. Here are 6 reasons to prioritize it.
A well-crafted CES survey can boost reply rates and help you calculate your CES. Here are some examples & a Google form you can copy and use
Calculating first contact resolution rate can help dramatically improve your customer service. Here's what you should know about the metric
Support teams play an essential role in bug discovery, reporting, and fixing. This article provides some best practices for bug reporting.
Solve problems collaboratively and get on the same page by cobrowsing with your users. Here are 5 cobrowsing examples for CX, support & more
Wondering how to improve customer relations? Check out our top 6 tips to improve vendor and customer relations — and keep them that way.
What is a good first call resolution rate score? We break down industry standards you should know about in 2022. How do you measure up?
Implementing proactive customer support is more than just offering a new service. Click through to see how it can help your business.
The Customer effort score is one of the most crucial CX metrics to track. We've made it easy for you to measure it with this excel sheet.
Customer effort score is an essential CX metric. It defines how much effort a user needs to use to interact with your product or company.
Customer retention is key to growing a sustainable business. Here are 10 strategies to make sure your users always come back for more.
Want a powerful tool to track user behaviour and level up your support? We cover FullStory vs Smartlook vs Fullview to see which is better
Considering Upscope for your business but want to make sure you do your homework on some alternatives? We've got the 5 best ones for 2022.
Which session replay tool should you choose? A comparison of Hotjar vs Fullstory, with one alternative you should try for customer support.
If you're looking to improve your customer satisfaction scores (CSAT), here are 13 actionable ways to improve your score and keep it high.
Wondering how to measure customer support performance? Check out these 6 strategies from the experts that are easy to implement and access.
Tier 2 customer support is the next level of support above tier 1. But what exactly does this mean? Click through to find out with examples!
It's essential to understand the different customer support roles when building your team. We break down the top positions you should know.
Wondering what differentiates tier 1 customer support from the other tiers? We have all the answers (with examples of tier 1 support).
A solid customer service strategy is more critical than ever in today's business landscape. Here's how to develop an effective one.
Are you looking for an easy formula to calculate your Net Revenue Retention Rate? Check out our guide to learn exactly how to calculate NRR.
There are many different types of customer support software available on the market, each with its own unique features and benefits.
If you're looking for some inspiration for your business's auto-reply messages, look no further! Here are 30 great examples you can use.
Find out how your company stands against customer satisfaction industry benchmarks.
How much does it cost to support a customer? We cover the main ways to calculate the cost of customer support and how to use that data.
Wondering how to calculate your customer retention rate? Here's a simple breakdown of the formula and process in this blog post.
GDPR compliance can be tricky, especially with session replays thrown into the mix. Here is what you need to know to stay fully compliant.
A comprehensive breakdown of SmartLook and some of its top alternatives in 2022, from Fullview for customer support to Hotjar for marketing.
Need a SessionStack alternative for your product, support or marketing team? We've got you covered with a list of the 5 best.
Customer churn is a make-or-break metric for any SaaS company. Here are 10 proven ways you can employ to reduce churn and grow sustainably.
Providing excellent customer support is key to improving customer satisfaction. Find out what good customer support looks in this blog.
Today's customers don't have time to wait around for an answer. Here are 12 of the best strategies to reduce average ticket response times.
Here are 12 expert SaaS customer support best practices you can implement today. Not sure where you stand? Use our printable checklist!
As a business owner, you know that customer support is essential. But why? Learn the top 10 reasons why customer support is important to you
Want to automate your customer support processes? Here is a step-by-step guide on how and when to automate customer support.
Looking for an alternative to Fullstory? Here are the five best Fullstory alternatives for CX, product, and UX teams in 2022.
Good customer support is crucial to any SaaS business. Here are 23 actionable ways to improve yours.
From help desks to live support software, discover the best tools for your customer support tech stack.
There are so many customer support metrics out there, it is easy to lose focus! We've narrowed it down to 15 of the most crucial for SaaS.
Net retention rate (NRR) definitions and benchmarks every SaaS company should know in 2022, plus 15 actionable ways to improve your NRR.
Do it all within Zendesk with the best CX integrations in 2022! From session replays to surveys to productivity, we've covered it all.
Want to delight your customers and reduce churn? Check in with them often using CSAT surveys to make sure you are meeting expectations.
CSAT vs CES: see the key difference between these two (important) customer experience metrics.
Need help responding to common customer support requests? Check out these customizable copy & paste templates.
Want to improve your support workflow with Intercom integrations? From cobrowisng, to session replays to scheduling, here are the top apps.
So, you've sent out a bunch of customer satisfaction surveys and now you want to know how to calculate your CSAT? Read on.
Interested in Surfly but not sure it's right for you? Let's do a deep dive into pros and cons. Includes a list of amazing alternatives!
What are the key differences between these two important CX metrics? Here's a comprehensive breakdown.
Onboarding can help you increase adoption rates and decrease customer churn. Here are 10 actionable ways you can get it right.
The ultimate list of the best session replay apps broken down by e-commerce, marketing, customer support and product teams.
Companies of all sizes often wonder exactly how many customer support reps they need per user. Here’s a breakdown.
Cobrowsing apps can improve sales, support and revenue metrics by providing instant support to users. Here are some of the best ones to try.
Session replay tools like Fullview give support agents, product teams and developers much needed context to solve user issues in SaaS.
Customer service and customer support share some key differences. Understanding them can help SaaS companies structure their support teams.
What are the key differences between cobrowsing and screen sharing technology? We go over some of the important ones in this blog post.
Co browsing can create personalized experiences to increase customer loyalty, ROI and efficiency. Collaborate in real-time with your users.
Customer-centricity in SaaS is an important focal point for growing your business.
It is crucial to understand how to deliver the best customer experience to achieve the best possible outcomes for your business.
A good customer support experience directly affects whether a customer will buy from you again.
Optimizing your SaaS business for customer experience is key for driving loyalty and growth.
What is the difference between customer success and customer experience in SaaS? Read on to find out.
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