The customer support blog
Ideas, tips and case studies for customer support performance heroes
May 28 5 mins
Check out a video recording and some summarized highlights from our second virtual meetup with the leaders of Customer Support from MOVO, Keller Williams and Gamehouse.
May 27 6 mins
We walk you through some common problems related to devloping a career in customer support and how Kaizo can help with your personal progression.
May 25 5 mins
Need a hand boosting your team's customer service performance? Check out these 7 Zendesk Apps every customer support manager should know about.
May 18 7 mins
It's no secret that the tech industry, especially online collaboration, and communication tools, are being used more than ever due to the shift to remote work and socializing. Read how Miro's customer support team are leading the charge with best practices for scaling their global team whilst improving service quality.
May 12 6 mins
Cutting your customer contact rate is the most proactive way for a team to scale and increase its operational capacity. This article will cover 3-steps you can implement in your support team to effectively cut your customer contact rate.
May 5 5 mins
Check out a video recording and some summarized highlights from our inaugural virtual meetup with the Heads of Customer Support from Revolut and Swapfiets.
Apr 15 5 mins
We spoke with Dani Healy, Customer Happiness Manager at Credit Repair Cloud about how Kaizo has managed to drastically decrease their team’s first reply time and increased their tickets solved.
Apr 6 4 mins
If we can pull one positive from this remote work situation, it has brought to light, even more so, the importance of team building and establishing a strong company culture.
Mar 26 5 mins
Today we announce a $3 million seed round led by Gradient Ventures, Google’s AI-focused venture fund, and Partech, with participation from several angel investors.
Apr 17 5 mins
As we continue on working from home with an unforeseeable end, what many companies must think about is how they are going to manage this situation to ensure they not only maintain their performance but improve it.
Feb 4 4 mins
We gathered statistics from across the globe to create a definitive guide on how to improve employee retention in your customer support team.
Jan 27 5 mins
Workplace leaderboards. Whilst the name itself suggests a non-affiliation with the idea of a collaborative work team, there are many more deep-seated issues associated with it’s impact on a workplace.
Sep 6 3 min read
How Ticketless managed to combine AI and gamification to boost performance at Customer Service teams
Nov 25 5 mins
It’s the David & Goliath battle of the customer service world: in house vs outsourcing. Whilst there are many in support of outsourcing and just as many for an in house approach, the question still remains: Which is the right way to go?
Nov 1 2 mins
We are excited to announce that Ticketless has been accepted into the Zendesk for Startups incubation program. Together with two other young startups, Greenfly.ai and True AI, we have been selected to join STATION F, the world’s biggest startup campus in Paris as of November 2019.
Oct 7 4 mins
Whilst the triumphs and defeats of many executives are illuminated in the media, perhaps one of the most under-represented juggling acts are startups’ customer support teams.
In an age where companies are overtly data-driven, it is easy to slip into the mindset of treating customers like a number. Here’s a simple guide to making sure your team hasn’t gone full R2D2 and help breathe a little bit of life into your customer interactions.
Blogs are the perfect way to sharpen your mind and keep up to date with trends, theory, and practice in the customer service industry. They will answer your ‘what if’s’ and ‘how come’s’ or questions you may be too embarrassed to ask your team.
The importance of the human touch when it comes to support interactions is often overlooked and seen as a "nice to have" rather than an essential part of cultivating a strong, lasting relationship with your customers.
Sep 26 4 mins
For years team engagement has been a hot topic, especially for customer support teams. Is gamification the answer?
Put simply, quality assurance is a promise. A promise from your team to uphold an excellent standard of support that aligns with your company’s values. So how do you make sure you don’t break that promise?
Oct 7 4 mins
Companies everywhere treat this metric as the holy grail of KPI’s when it comes to increasing customer satisfaction (CSAT). Although, this begs the question, are we too focussed on the satisfaction of the customer? If so at what cost?
Customer support is an industry that is heavily focussed on data. Hence, properly understanding and using this data to achieve your company goals is of the utmost importance.
Sep 6 4 min read
The performance of the customer support team has a huge impact in any company, especially a business growing from its customer demand.
Sep 6 4 min read
Tips for startups on how to stand out in a crowd at TNW — one of the biggest tech conferences in Europe.