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2020 in Review: our favorite customer support reads and listens of the year

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you.

Wish we could say 2020 has been an exciting year filled with innovations, incredible travels, and brand-new experiences. But this year was different. The way we live and work has definitely changed, and we needed to settle into a “new normal”.

However difficult these past months have been, we surely made the most out of it. We tried to bring you more quality content and work more effectively, even if it didn’t include seeing our colleagues face-to-face daily.

So as we approach the end of the year, it’s the perfect time to look back and show you our best blogs and podcasts published in 2020. Without further ado, here’s a round-up of our favorite blog posts and podcast episodes of the year.

5 Most Favorite Blog Posts Published in 2020


Why You Should Treat Your Support Job Like Your Yoga Practice

We could all do with a bit more peace and mindfulness in our lives. One of the ways people achieve it is by practicing yoga. Not only does it improve your mental and physical health, but it also increases your self-awareness. Moreover, nearly two billion people worldwide swear by it. There are benefits to treating your day-to-day support job like your yoga practice. It provides you with a level of mental clarity, helps you stay balanced, and builds relationships, which is convenient when dealing with customers daily.

Want to know how? Here are a few ways to integrate the yoga level of mindfulness into your every day. Namaste!

Why You Should Treat Your Support Job Like Your Yoga Practice

Celebrate National Fight Procrastination Day with these 8 tips to be more productive

Productivity is the #1 trait for customer support agents to develop if they want to satisfy clients with their services. But one small yet dangerous saboteur remains there still, deliberately damaging all endeavors and killing productivity at its grassroots level:
Procrastination.

Some scientists say that chronic procrastination is now so serious a condition it needs to be recognized by clinicians. The good news is that you can win the battle against procrastination. In celebration of National Fight Procrastination Day, we’ve compiled a list of eight tips to help you do what you’ve been putting off and just get it done.

Celebrate National Fight Procrastination Day with these 8 tips to be more productive

 

6 Very Unusual Customer Support Questions (and how these support pros dealt with them)

Having a job in customer support can feel like a rollercoaster sometimes. Some days, like with any job, can feel monotonous or repetitive. Other times, however, customer support will make you feel very alive.

So naturally, customer support pros can experience so much at work: the urge to laugh, to feel compassionate, the reward of teaching someone something new… Customer support questions are often powerful enough to trigger all of that at once.

Read on to learn how six customer support pros dealt with some very uncommon queries.

6 Very Unusual Customer Support Questions (and how these support pros dealt with them)

Championing Anti-Racism Work Within Your Customer Support Team

Diversity begets diversity. Excellent customer service is about connecting, allying with, and supporting people—no matter where they come from or how they look. The best way to encourage diversity with your customers is to honor and support the diverse populations that you have already internally. By recognizing your team and the things that they bring as benefits to your company, you’ll be doing better work towards encouraging diversity.

In this blog post, you will find a few ways to create a culture that feels good both to your customers and employees.

Championing Anti-Racism Work Within Your Customer Support Team

 

COVID & CSAT: Keeping customers happy during the pandemic

With so many changes happening with the way that companies are required to work, it’s the time to hone your customer focus. Sure, it can be tricky to keep satisfaction high in the face of the pandemic.

So we prepared four tips on the best ways to boost satisfaction by leaning into your humanity.

COVID & CSAT: Keeping customers happy during the pandemic

5 Most Favorite Podcast Episodes Published in 2020


Energizing Customer Experience with Success Ops at GitLab [Podcast]

Customer Success is a vital team for securing renewals and growing your current customer base, plus it has a significant impact on improving revenue and customer satisfaction. While Success teams focus on succeeding in their role, the Success Ops team creates an environment where achieving goals is more likely, while holding Success Managers accountable.

Jeff Beaumont, Senior Manager of Customer Success Operations at Gitlab, understands these needs well. In this episode of the podcast, he will help you understand the value of the SuccessOps team to your organization, how to build it as you scale, and why you may not even see the inefficiencies affecting you today.

Balancing the Spectrum of Service Cost and Customer Experience at Rachio [Podcast]

How do you create an engaging customer experience in times of high load while balancing cost in times of low load?

To answer the question, we interviewed Scott, Director of Customer Success, and Brand at Rachio. He walked us through how they use data analytics to decide very precisely what services bring the most value to their customers.

To find out more about how Rachio is balancing the spectrum of service costs, listen to a new episode of Customer Experience Leaders Chat podcast.

How PartnerHero Maintains Industry Leading Support Quality [Podcast]

What does it really mean to give high-quality support?

It varies for different industries and audiences, and we all have our unique definition. To help you build a successful QA program, we asked Sarah Ellenberg, program manager at PartnerHero, to walk us through why quality assurance is so crucial to customers’ success.

You will also get to know all about how their program and how it can be used for agent growth and enhanced engagement.

 How Revolut Provides High-Quality Service Through In-App Chat Support [Podcast]

Our very first audio interview was recorded with a fintech company Revolut. Sylwia Miela, Service Operations Lead in Revolut, took us through all that her team has accomplished to help drive improvements. Besides the audio interview, the blog post includes a text summary of the creative solutions used by Revolut to provide high-quality support at scale.

In this podcast, Sylwia takes us through useful tips on how you can adopt these practices for your teams.

How Monday.com Uses Data to Help Customers Succeed [Podcast]

Tom Ronen, Head of Customer Success at Monday.com, has witnessed the incredible growth of their company over the past few years. Spending significant time by analyzing both qualitative and quantitative metrics, he started to make meaningful changes to process, policy, and product.

In this podcast, Tom shares how various processes helped them to reduce average handle time, increased customer engagement with their CX team, and much more.

Let 2021 be better!

Looking back, we published many podcasts and blog posts full of tips and tricks to improve your customer experience. So whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you.

Even though the pandemic still rages on, we look forward to publishing even more useful resources and content that will help you and your business provide amazing customer service in 2021.

Thank you for joining us for the ride in 2020!


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