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Help desk software was my daily command center when I worked at HubSpot Support. Our customer service ticketing system was the brain of daily operations for the support team and me as a whole. It was central to my workflow and experience as a support rep, and I can’t understate its impact on my ability…

Help desk software was my daily command center when I worked at HubSpot Support. Our customer service ticketing system was the brain of daily operations for the support team and me as a whole. It was central to my workflow and experience as a support rep, and I can’t understate its impact on my ability…

In marketing, where I’ve spent my career, my mission is to nudge customers to buy. But sometimes marketers focus so much on the funnel that they forget about making a great experience. When retail customer experience (CX) is poor, customers may walk away. But when you create a memorable experience, you’ll earn a brand advocate…

As an entrepreneur, I’m always looking for tools and strategies to run my business more efficiently and boost my revenue. Given that I‘m a one-woman team, I’m constantly exploring artificial intelligence (AI) tools that can help me run my business better. One use case I’ve found particularly interesting is how I can use AI to…

Customer Journey Maps: How to Create Really Good Ones [Examples + Template] Did you know 70% of online shoppers abandoned their carts in 2024? We’ve all done it — I can’t tell you how often I add items to the cart, get distracted, and forget to check out. But why does it happen? The answer…

Throughout my career, I’ve led customer support teams across a wide range of industries, from fast-growing SaaS companies and innovative Web3 platforms to eCommerce brands and popular video game studios. Through these experiences, I’ve learned firsthand the importance of customer service in driving business success. But what does it take to deliver exceptional customer service…

I’ve been in the trenches of customer support for some of Silicon Valley’s fastest-growing startups, and I’ve seen how a poor digital customer experience can lead to frustration and lost customers. I recall a time at one of my previous employers when we launched a self-service portal that, while functional, left users frustrated. They couldn’t…

As a freelance content marketer, I’ve faced my fair share of difficult clients. And if you’ve worked in a customer-facing role, I’m sure you’ve experienced that internal “ugh!” — the little annoying feeling you get when you know the customer isn’t right. But that doesn’t mean the phrase “the customer is always right” doesn’t hold…

Call center tools are essential to delivering great customer service. Once, I spent what felt like forever trying to resolve a billing issue — endless automated prompts and no clear answers. When I finally connected with a live agent, they already had my account details pulled up, solved my issue in minutes, and left me…

Running a customer experience workshop is the key to truly understanding what your customers want and need. It’s where you discover their frustrations and create effective solutions — because it’s all from their perspective. Here’s why I swear by it: 80% of customers say a company’s experience is just as important as its products or…