The Customer Service Blog

All about customer service tools, processes, training & customer experience strategies

The advantages and disadvantages of outsourcing customer service for your startup

Deciding whether to outsource or keep the customer service team in-house for your startup can be a complex decision, as there are a...

How to provide feedback and coaching to your customer service agents

Feedback - the magic word that makes and breaks relationships, teams, or companies. Up to some time ago, it was mostly managers providing...

How to increase employee retention rate in startups (and all companies)

Employee retention rate is a measure of how well a company is able to retain its employees over a given period of time. It is typically...

Best practices for managing a customer service team in a startup

Managing a customer service team in a startup can be a rewarding but quite challenging experience. As the leader of the team, it is your...

20 ways to increase Customer Retention Rate in startups

For many startups, the investor discussions and their GTM meetings focus a lot on a key metric that reflects the health of their...

Top 10 Customer Service Metrics

Managing the performance of a customer service team requires a strategy that's built around certain customer service KPIs and goals that...

How to recognize and reward top performers in customer service teams

You usually know who they are. They are the heart & soul of your customer service team. They are recognized by customers but also by your...

How to improve your customer experience through process mapping

Mapping out your customer service processes can help you identify areas for improvement and streamline your operations. Process mapping...

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