Jarratt Isted

Live Chat & Bots: Where Do They Fit In When Interacting With Customers?

Jarratt Isted on

Customer support has always been a bit of a necessary evil for companies. Nobody wants to spend money on support, but without support would you have any customers? I doubt it. With the rise of live chat, it's even harder for support reps to deliver good responses, in good time. With email it's acceptable to reply within a day or so. With live chat, that's not ok. You'll need to reply within the hour to impress. With the rising interest in machine learning and artificial intelligence, live chat software companies are asking—how can we use this tech to drop...

Jarratt Isted

6 Customer Support Experts Weigh In on How to Stop Your Help Center from Going Stale

Jarratt Isted on

If you're a startup, keeping up with product updates is exhausting. You're likely pushing new code each week, which means your product is changing every week. Keeping a knowledge base updated is pretty much a marathon with the finishing line moving away from you every step. Your job's never done. But enough of making it sound dire. There are things you and your company can do to make it easier. If you've already invested in a knowledge base, you obviously know the benefits. No more answering the same questions, lower support costs, etc. But these benefits can quickly come crashing...

Jake Peters

How Surprisingly Good Support Wins Us Customers

Jake Peters on

At HelpDocs we’re kinda great at customer support. If you’ve ever sent us a support request (or just a hello) you’ll have seen this yourself. Almost all our chats are replied to within 30 waking minutes. Usually way quicker. It’s safe to say our customers love our support. And our software of course. But mostly our support. 🤓 In fact, our support’s so good we get messages like this every day: Wow! The quality & speed of your support leave me speechless, really! :-) Come for the knowledge base, stay for the support. Often, though, people...

Cori Morris

Creating a Culture Where Everyone Does Support

Cori Morris on

At Front, we’re passionate about helping companies communicate better. Thousands of teams use Front’s shared inbox platform for customer support that feels friendly and personal, with the powerful features of a help desk working behind the scenes. With Front powering great support teams around the world, it’s ironic that after our first three years, we hadn’t hired a single customer support rep. Our engineers and CEO were managing every request themselves. The benefit—and cost—of a distributed team With half the team in France and half in the US, Front had the benefit of being...