Support 101

Six exclusive resources to help you
improve your support

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Introducing Support 101

Ever wondered where to start when improving your support? Wondering how to hire better agents or deliver the next level of customer experience? Well, now is the right time to assess your support, improve your workflows and reach the next level. Each week, we will be sharing guides, presentations and kits that we think will be useful for you when you are delivering customer happiness this year.

Subscribe to Support 101, get access to these curated pieces of content and see how you can improve your support.

Guide For Scaling Your Support

This guide talks about how to to keep your support culture intact while adding more people to your team. It is divided into three sections:

On Hiring
On Training and
On Self-Service

Giant Guide To Support Etiquette

Customer expectations vary widely around the world. This guide will help you avoid costly faux pas and create the best impression possible. It contains:

Support etiquette for 21 countries
Common customer expectations
Specific Do’s and Don’ts

Mapping Customer Journeys

A commonly overlooked part of the support experience is the customer’s journey across multiple channels of your support when trying to ask you a question. This presentation helps you:

Map the customer’s journey through your support
Determine ways to improve it
Assess the quality of your support experience

Watch now

Guide to Great Customer Experience

What makes support memorable instead of just "good"? How do you create great customer experiences instead of just providing customer support? This guide addresses:

The differences between customer experience and customer support
Identifying customer needs and personalizing experiences
Exercising Empathy

Guide to Customer Support Productivity

Productivity is a key differentiator in customer support today. In this guide, we will take an in-depth look at all the factors that influence productivity in customer support such as: