I’m wondering if anyone has any tips and tricks around the customer satisfaction survey that they send to customers. We’ve been including it in the bottom of the ticket once it’s solved, but I know that doing the delayed csat survey as a follow up email is a better way to get a more level response (i.e. they don’t rate badly just because they feel…[Read more]

How do you handle refreshers/training for support reps? We’re so busy that it feels like once someone has been onboarded it’s hard to take time away to do refreshers, trainings, workshops. That said, it’s so important to maintain a consistent tone and standard policies even when things get crazy, and taking time away from tickets to get back to…[Read more]

I’m interested in knowing how you manage to balance company goals like revenue & adherence to policies with customer happiness and accommodations.

This may be less applicable for some tech-oriented companies, but something we’re working on right now is return policies & exception cases. It can be tricky to balance customer satisfaction &…[Read more]