Ben Goodey

6 ways to scale customer support [Part 1]

We take a look at the challenges facing a scaling support team and six solution areas to focus on.

How AI in customer service helps fast-growing companies scale [Part 2]

In this article, we take a look at how AI can help support teams scale up fast and efficient.

Automated ticket tagging: Why is machine learning so good?

Automated ticket tagging is critical to uncovering granular, actionable insight from support tickets. In this article we cover everything you need to know about ticket tagging and the benefits of automating it.

How to properly prioritize customer support issues

In this article, we cover nine ways to intelligently prioritize customer support requests and the processes that allow you to do it.

Customer satisfaction: Understand, measure, and improve | Complete guide

In this guide, we got together with six industry experts to tackle the topic of customer satisfaction. Learn the fundamentals of analytics and improving CSAT.

5 Rules for Turning Customers Into Brand Advocates: An Analysis of 300k+ Customer Reviews

Brand advocates boost your growth exponentially. A customer who only buys from you once is valuable. But one that keeps coming back for more and brings their friends with them? That’s the dream.

Customer journey mapping: A six step guide

Ed Deason, Head of Customer Service at Pret, teaches us how to do customer journey mapping in this complete video guide.

This guy works in a call center and draws rude customers—they are hilarious

22 ways to use AI ticket tags to optimise customer service

22 ways to optimise customer service using AI ticket tags

4 unique tactics to sell the value of customer service & experience internally

Use these tactics to build a customer-centric culture that puts the customer's experience first.

8 unique customer service improvement ideas you can use to drive ROI

We take a look at various customer service improvement ideas you can use to improve customer satisfaction, plan customer service process improvement and drive growth.

+6 ways to prevent customer service burnout when your agents are ready to progress

Customer service burnout is rife in contact centers. We catch up with four industry experts to tackle burnout.

The future of customer service: Industry trends, technology and emotion

We’re convinced that businesses will consider customer service to be the most strategically useful business function. Here's how we get there.

Is WhatsApp the future of customer support?

WhatsApp Business has 50 million users and 800% usage growth on Zendesk. Is it the future? We consider the strengths and limitations of the service, and suggest how you can make better use of it.

Support tickets are your most valuable insight channel

Most customer feedback channels are peppered with bias. Let's look at why insight from customer support conversations is the best retention strategy.

Three sure-fire ways to reduce support tickets during a user-wide technical failure

Ex-Revolut Customer Support Lead talks us through what to do when a user-wide server issue hits

Customer service memes: 26 damn relatable memes

It's customer service week, so let's have some fun at the expense of our managers and our customers.

Two experiments that increased Schuh's basket size, conversion rates and NPS scores

I interviewed Sean Mckee and I was captivated by how they increased AOV with these experiments.

Customer Touchpoints: Definition and analytics guide | Guide

What are customer touchpoints and our 5 step guide to doing your own touchpoint analysis.