Founder Views

Since day one, we’ve always preached that our company’s bread-and-butter was our customer support. That sentiment holds true, nearly eight years later. The evolution of our company’s support department has been one of the most challenging to execute, and the most rewarding. In a very competitive industry, one of the differentiating factors you can provide your clients is amazing customer service. If it’s relatively easy for clients to move to another provider, going above and beyond and providing that extra personal touch will make clients think twice before churning. Throughout the years, we’ve tried and tested dozens of support desks, knowledgebases and live chats, in an effort to make our support process more efficient. I’m proud to say, that I think we’ve finally nailed our support process, which has resulted in a consistently near perfect CSAT, hundreds of organic reviews from happy clients on social media, and a steady stream of referrals. Here are 5 tips that have worked for us to help maintain our nea