10 Proven Customer Service Training Techniques That Drive Real Results
Customer demands have grown more complex and nuanced than ever before. People want fast, personalized help through multiple channels, but...
Nelson Joyce
Blog
Customer Journey Mapping Examples: A Practical Guide from Leading Brands
Why Traditional Journey Mapping Needs a Reset Most businesses still rely on outdated customer journey mapping approaches that fail to...
Nelson Joyce
CSAT and DSAT: A Complete Guide to Customer Satisfaction Metrics in 2025
Basic CSAT (customer satisfaction) and DSAT (customer dissatisfaction) scores no longer tell the full story of customer experience. Many businesses...
Nelson Joyce
How to Improve Customer Service: Battle-Tested Strategies That Drive Real Results
Understanding the True Impact of Customer Service Excellence Good customer service shapes much more than just individual interactions - it...
Nelson Joyce
Customer Service Training Programs: A Complete Guide for Building Service Excellence
The Reality of Service Training ROI Every company must balance the costs and benefits of customer service training. While some...
Nelson Joyce
59 Customer Service Terms & Glossary
Whether you're scaling a support team, refining your processes, or simply looking to improve customer satisfaction, mastering key customer service...
Josh Spilker
The Secret to Great Customer Support: Trust, Respect, and Sustainable Team Practices
This is an excerpt from "Scaling Support Teams," an ebook from Supportman and Tettra. Delivering great customer service at scale...
Sam Siskind
How To De-Escalate An Angry Customer (Expert Guide)
After ten years in customer support , de-escalating customers is still the hardest and the most rewarding part of my...
Steph Lundberg
7 tips for onboarding customer success managers to your team
You’ve just hired another customer success manager and are excited about growing your team. This new hire to the customer...
Jake Bartlett
Customer Service Tiers: The Benefits of Implementing This System
Whether you’re a seasoned vet or the team rookie, if you work in customer service, there’s a good chance you’ve...
Ann-Marie Traas
What is First Contact Resolution? 6 Best Practices to Transform Customer Interactions
As an agent, the ideal customer interaction probably looks something like this: You pick up a call from a frustrated...
Nouran Smogluk
44 Hand-Picked Customer Service Quotes To Inspire Your Team
Customer support and service have become paramount in almost every business. They are the cornerstones of building strong customer relationships,...
Josh Spilker
What Is a Ticketing System? Everything You Need to Know to Implement It with Ease
Handling hundreds of customer inquiries a day via Slack or a shared inbox is obviously messy. You won’t have clear...
Maryna Paryvai
How to Organize and Structure a Customer Service Team
One company maintains a small customer support team of 100 people and still manages great resolution times, amazing customer satisfaction,...
Nouran Smogluk
From Sign-Up to Success: How To Create Great Customer Onboarding Experiences
You’ll never get a second chance to make a first impression. Your customer onboarding process is that first impression. That’s...
Nouran Smogluk
Ways to Connect Intercom and Slack
Slack is where your team is at all the time. So why wouldn't you want to be notified of what's...
Andy Cook
How to Send Intercom Conversation Ratings to Slack
Intercom conversation ratings help your support team know how they are doing. They help you understand how your customers feel...
Andy Cook
19 Essential Customer Service Tips for Business Success
The key to standing out is not just in the products you offer but also in how you serve your...
Josh Spilker
6 Steps To Handle Difficult Customer Conversations
Everyone’s come across horror stories from customer service about that completely unreasonable customer who raged at a poor, beleaguered employee....
Nouran Smogluk
How Can Your Company Be Customer Oriented? Tips and Ideas To Help
A company’s customers are its load-bearing pillars. They’re vital for making things work in today’s increasingly competitive and oversaturated market...
Josh Spilker
12 Tips for Maximizing Slack For Your Customer Support Team
Customer support teams rely heavily on efficient communication and collaboration to deliver exceptional service. Slack, with its powerful features and...
Josh Spilker
How To Set Effective Customer Service Team Goals (SMART & FAST)
Why set customer service team goals? Customer service team goals are crucial because they directly impact the quality of customer...
Josh Spilker
Customer Support vs. Customer Success: What Are The Differences?
In today’s dream-of-being-a-unicorn SaaS environment, the terms “customer support” and “customer success” are thrown around alot; often interchangeably. But what...
Ann-Marie Traas
13 Customer Service Response Examples for Common Questions
Navigating customer service in the SaaS industry requires tact, empathy, and a deep understanding of your product. This guide presents...
Josh Spilker
Should You Outsource Customer Service? (Pros & Cons)
You experience massive seasonal spikes in volume. Every year, your team scrambles to hire and onboard new agents during the...
Nouran Smogluk
13 Best Intercom Integrations And Apps for Your Customer Service Team
This guide dives into the most impactful Intercom integrations, spotlighting how they fortify customer support, enrich customer data, and streamline...
Eshan Pancholi
What is Customer Success? (Your Simple Guide)
Customer success is both a strategy and a business function. As a strategy, customer success is about recognizing that if...
Tim Jordan
21 "Get to Know You" Questions for Customer Support & Service Team Members
Cohesion within your customer support team is paramount. Introducing 'Get to Know You' questions in team meetings can transform them...
Josh Spilker
How to Create Great Support Documentation For Customers (And Your Team)
Congrats! You’re heading up the efforts to create documentation for your support team. It’s a great privilege. “But I have...
Ann-Marie Traas
What is Customer Service? (FAQs & What You Need to Know)
The digital landscape has undergone a major change since the arrival of COVID-19. Customer expectations have grown, particularly when it...
Andy Cook
33 Creative Ideas For Customer Service & Customer Support Team Names
A customer service team's name is more than just a label; it's a symbol of identity, ethos, and commitment. As...
Josh Spilker
19 Customer Service Skills That Every Support Team Should Have
There are two essential ingredients for business success: a great product line, and great customer service. Providing stellar customer service...
Andy Cook
How to Improve Customer Retention
What’s better than acquiring new customers? Simple: being able to retain current ones. It costs more to attract new customers...
Andy Cook
How To Use Customer Enablement for Business Growth
What is Customer Enablement? Customer Enablement represents a pivotal strategy in modern business operations, aimed at empowering customers with the...
Josh Spilker
A Beginner's Guide to Customer Care: A Quick Overview
According to a study by Invoca , 76% of consumers are likely to stop doing business with a company after...
Andy Cook
The 6 Major Types of Customer Service Documentation You Definitely Need
Support teams are constantly dealing with change. They’re forced to think on their feet, adjust on the fly, and have...
Ann-Marie Traas
The Top 6 Skills Every Customer Service Team Lead Should Have
At different points in any given day, a customer service team lead might be delivering coaching and feedback, handling an...
Nouran Smogluk
How To Create a Knowledge Base for Customer Support
At Tettra, we understand that a customer support knowledge base is more than just a repository of information; it's a...
Josh Spilker
Customer Experience vs Customer Service: What’s the Difference?
Both customer experience and customer service are important parts of the customer journey. The terms “customer service” and “customer experience”...
Andy Cook
Customer Support Enablement: A Quick Overview
How do you stay ahead of the curve in customer support? It’s customer support enablement. In this article, we'll delve...
Josh Spilker
What is a Customer Success Manager?
Customer success is a critical part of any business. It boosts customer satisfaction and improves the buying experience, while maximizing...
Andy Cook
Customer Satisfaction Explained
To say that customer satisfaction is important is an understatement. It’s a necessity. Over 80% of marketers view customer satisfaction...
Andy Cook