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Explore our blog for expert tips, industry news, and insights into the world of CX and customer relationships.

Latest Blog Posts

End-of-Year Communication Templates

The end of the year presents a crucial opportunity for B2B SaaS companies to strengthen customer relationships, showcase delivered value, and set the stage for successful renewals.

The Hidden Pitfalls of AI in Customer Support in B2B SaaS

The rise of artificial intelligence in customer support has been nothing short of transformative.

Crisis Management in Customer Support

In January 2024, Microsoft experienced a significant Azure Active Directory (Azure AD) outage that sent ripples through the global business ecosystem. For B2B SaaS companies, there was a clear lesson from this incident: Crisis management is not just about technical resolution, but about maintaining trust, providing clarity, and showing unwavering commitment to customer success.

Practical Steps to Implement Trust-Building Support

With increasing emphasis on building trust in your communication, more and more companies have started evolving their support ethos to becoming more authentic and meaningful than merely “volume handling- pass the ticket” style support.

Building Customer Trust with Customer Support

At the heart of building this trust lies the quality and responsiveness of your customer- facing teams- particularly customer support. Read about the three pillars of building trust with customer support.

Scaling Support Part 2 - Aligning your brand voice

As part of our scaling support series, we explore why a consistent brand voice in support is crucial for customer experience

Scaling Support Part 3- Get a Knowledge base

Explore the cost of not having a knowledge base early and how you can get started immediately

Scaling Support Part 1- Get your metrics right

Explore the basic customer support metrics you need to start scaling

Scaling Support Part 4- Why tools matter

Learn about the key benfits of getting the right tools for your support teams as your company starts scaling

Scaling Support Part 5- Invest in Trainings

Explore the importance of customer support trainings for new support teams as your business starts growing

How to Calculate the ROI of the Customer Experience Team

Learn how to accurately measure value of efforts put in by your customer facing teams

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