Category: Service

I’ll be the first to admit that I wish survey data could sort and analyze itself. Unfortunately, it does not (yet?). So, you’ll need a dedicated survey analysis data team to sift through survey results and highlight key trends and behaviors for your marketing, sales, and customer service teams. In this post, I’ll break down…

If I need help with a new product or service, you can bet that I’m going to try to find the answer on my own if it means I can avoid reaching out to customer support. I initially thought this may just be my millennial nature, but it turns out that I’m part of the…

I recently started a new job, and my company uses a few SaaS tools that are new to me. This means that not only did I need to learn the ins and outs of my new company and our product, but I also needed to get up to speed on new tools that my teams…

I recently started a new job, and my company uses a few SaaS tools that are new to me. This means that not only did I need to learn the ins and outs of my new company and our product, but I also needed to get up to speed on new tools that my teams…

When I worked at HubSpot Support, I frequently referenced our knowledge base for product documentation, troubleshooting steps, and how-to guides for assisting customers. I frequently referred to both our internal wiki and our knowledge base; although they have some similarities, there are some clear distinctions. If I needed a refresher on connecting an external domain…

When I worked at HubSpot Support, I frequently referenced our knowledge base for product documentation, troubleshooting steps, and how-to guides for assisting customers. I frequently referred to both our internal wiki and our knowledge base; although they have some similarities, there are some clear distinctions. If I needed a refresher on connecting an external domain…

Picture this: I’ve just walked in the door and barely put my bags down after a hotel stay. My phone buzzes. It’s a survey from the hotel asking, “How wonderful was your recent relaxing stay with us?” My immediate thought? That’s a classic leading question. Leading questions like that have a knack for steering you…

Picture this: I’ve just walked in the door and barely put my bags down after a hotel stay. My phone buzzes. It’s a survey from the hotel asking, “How wonderful was your recent relaxing stay with us?” My immediate thought? That’s a classic leading question. Leading questions like that have a knack for steering you…

I used to think team collaboration was mostly about being a good teammate — offering help, showing up to meetings, and staying in the loop. But the longer I’ve worked on cross-functional teams, the more I’ve realized that real collaboration is something you have to design on purpose. After more than a decade of managing…

Today’s customer support teams are faced with the impossible task of managing high volumes of support requests while also providing a high level of customer service. Have you been there? I know I have. With AI’s ability to create personalized experiences, find efficiencies, and deploy automations, customer support teams are quickly adopting tools like AI…