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Customer experience
Running customer service, call centre and chat support that customers rate highly.
Latest posts
7 posts
Customer experienceOutsourcing patient support and healthcare admin safely
How healthcare providers, insurers and health-tech companies can outsource scheduling, billing, claims and patient helpdesks while protecting patient data and keeping empathy at the centre.
3 min read
Customer experienceCall centre metrics that matter: service level, abandonment and first contact resolution
The call centre measures worth tracking, what each one tells you, how they trade off against each other and how to set targets that customers actually feel.
3 min read
Customer experiencePreparing customer support for Black Friday and seasonal peaks
A practical plan for scaling customer support through Black Friday, holidays and other peaks: forecasting, extra agents, self-service and what to do on the day.
3 min read
Customer experienceMoving on from founder-led support: when and how to hand it over
The signs it is time to stop answering every support ticket yourself, and a step-by-step way to hand customer service to a team without losing what makes it good.
3 min read
Customer experienceWriting a customer service playbook your outsourced team can follow
What goes into a support playbook, how to build one from the material you already have, and how to keep it current so every agent gives the right answer.
3 min read
Customer experienceLive chat best practice: handling 2 to 4 chats at once without losing quality
How skilled chat agents manage several conversations at once, write replies that sound human and keep response times low, plus the measures that matter.
3 min read- Customer experience
Omnichannel customer service: one queue for phone, email, chat, WhatsApp and social
How to bring every support channel into one team and one view of the customer, so nothing falls between the cracks and every reply sounds like your brand.
3 min read
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