The Customer Support Quality Blog
Ideas, case studies and tips for improving the quality of customer support
Support → Start-up, Episode 4: what should you name your business?
OK, so you decided to start a business. But what should you call it? Is it even important?
How PandaDoc leveled up customer support reviews with Qualitista
Quality is something that the PandaDoc support team is not taking lightly. Behind the industry-leading results is rigorous and continuous work on quality tracking and ticket review.
Support → Start-up, Episode 3: Common questions about starting a business
Scott and Martin talk about some of the more common questions that people ask in regards to starting a business.
4 Metrics to Predict Your Future Customer Support Needs
We've collected four customer service metrics that can help you predict your future support needs both in hiring and tooling: NPS, customer effort score, churn (and its partner, retention), contact ratio.
Conversation review rating categories: general rating or granular data points?
By default, your Qualitista account comes with three rating categories that focus on the overall quality of the customer service interaction. To focus on specific aspects, add as many ticket review categories as you deem necessary.
How Automattic fosters a culture of feedback with Qualitista and Zendesk
The makers of Wordpress.com pride themselves on some of the best customer service in the industry and to maintain that, they have built a robust peer to peer feedback system using the Qualitista Zendesk integration.
6 Customer Service Metrics You Need to Grow Your Team
Here is a list of the top 6 customer service metrics that you should be focused and reporting on. Learn how to scale them as your team and company start to get bigger and your needs shift.
Must-know Stats about First Response Time in Customer Service [Infographic]
First Response Time indicates how long customers have to wait to get a response to their inquiry. Our infographic gives an overview of how FRT affects support across customer service channels.
How to Choose the Right Customer Service Goals
Good customer service goals help your team understand what they need to do to succeed and move forward. Empower your customer service by setting goals they can achieve.
Support → Start-up, Episode 2: making the transition
Ok, so you have decided that you want to start your own thing. But how does one make the change from the safety of a day job to the rollercoaster life of startup? You know it - that is the topic of this episode.
Get the Support Quality Blog posts via email
No spam, maybe also an occasional cat picture.