As the command center for all customer support operations, the help desk plays a huge role in sourcing substantial information about your customers. Each bug report, customer…… Read more “Why Tag? How to Tame the Support Inbox Using Categorization”
Category: Uncategorized
Customer Sentiment Is A Customer Heartbeat.
For most people, the word “sentiment” usually conjures the image of a gift card. Maybe you picture ‘Thoughts and Well Wishes!’ written above a picture of a…… Read more “Customer Sentiment Is A Customer Heartbeat.”
Exciting Updates to the Idiomatic Platform
Idiomatic is committed to helping teams better understand customer feedback. Of course this means we’ve also been collecting feedback ourselves! With this major update, clients will see…… Read more “Exciting Updates to the Idiomatic Platform”
Putting Out Fires Before They Spread: Using AI To Improve Incident Response
It’s 2 o’clock on a Tuesday when a support ticket comes into your help desk reporting unusual site behavior. A Tier 1 customer support agent tests the…… Read more “Putting Out Fires Before They Spread: Using AI To Improve Incident Response”
Maintaining Customer Obsession in the Face of Massive Scaling
The first support agent at your company knew most customers on a first name basis. They knew the history of every product change. The voice of the…… Read more “Maintaining Customer Obsession in the Face of Massive Scaling”
Why your Customer Support Team should really be a Customer Experience Team
86% of customers say they will pay more for a better customer experience. As customers ourselves, this makes sense intuitively. I will happily pay a premium for…… Read more “Why your Customer Support Team should really be a Customer Experience Team”
How Support can get a seat at the Product table
The first step of being heard by Product is actually putting yourself in their shoes to better understand their challenges. Imagine you’re busy compiling data from multiple…… Read more “How Support can get a seat at the Product table”
Getting started with tagging: a step-by-step guide to mapping the customer experience
Tagging can be a powerful tool for any customer support team. When done correctly, tags serve as a common language to communicate the customer journey at scale—when…… Read more “Getting started with tagging: a step-by-step guide to mapping the customer experience”
