Let’s be honest. The traditional support ticket for a complex technical issue is often a mess. You know the one. A wall of text describing an obscure error, blurry screenshots…
Let’s be honest—most customer and equipment support is stuck in the past. It’s a break-fix model. Something fails, a ticket gets logged, someone scrambles to diagnose the problem, and eventually,…
Let’s be honest. No one really wants to read a 50-page manual. Or spend 20 minutes on hold listening to tinny elevator music. When you’re stuck, you want an answer—and…
Let’s be honest. For years, customer support has felt a bit like a fire department. You wait for the alarm to ring, then you scramble to put out the blaze.…
Let’s be honest. Traditional customer support training can be, well, a bit of a snooze. Endless slideshows, dense policy documents, and the dreaded role-play scenarios that make everyone cringe. It’s…
Remember the last time you called a customer service line? The robotic menu that made you press a dozen buttons before, finally, you just screamed “representative” into the phone? Yeah,…
Let’s be honest. We’ve all been on the receiving end of a bad personalization attempt. You buy a single coffee maker and then get bombarded with ads for coffee makers…
Let’s be honest. The moment you realize your sophisticated, multi-thousand-dollar piece of equipment has a hiccup, a familiar dread sets in. You find the manual—a small novel in three languages—and…
Customer support isn’t what it used to be. Gone are the days of endless hold music and scripted responses. Today’s customers expect fast, personalized, and seamless interactions—whether they’re chatting with…
Grasping customer satisfaction information is not the same as identifying key UX bottlenecks to work on. Even if it is vastly used, there are disadvantages of NPS. This 11-option scale…