Beating the Competition; How QA Can Make You Stand Out.
Pre-COVID, SaaS companies in particular relied on Product-Led Growth approaches. Customer Support was typically seen as a cost center rather than an essential part of retaining customers. Now that customers are more selective with where they spend their money, investing in the quality of your Customer Support team makes all the difference. But how do you know what your team needs to succeed, and how do you find information on what your customers want?
Conversation Quality: How To Have A Good Conversation
Having a good conversation is a fundamental part of human interaction. It allows us to connect with each other, share ideas, and build relationships. Within the Customer Support world, constructing a good conversation is vital for agents and the company’s well-being. But how do you know if a conversation is truly ‘good’?