Key Customer Support Metrics for Small Teams (What to Track)
Which support KPIs make sense when your team is small? An exploration of first-response time, resolution time, CSAT, NPS, and more
7 min read
LATEST
Articles - Page 25
Should a Solopreneur Invest Time in a Knowledge Base?
I have a question for my fellow solopreneurs out there. Is it worth it to start building a knowledge base? (Using software like Asana or Notion?)
6 min read
Do You Have a Phone Number?, Explaining No-Phone Support to Customers
When customers keep asking for phone support, but many cost-conscious startups only provide email or chat. Learn how to reassure customers with fast online help, self-service resources, and the benefits of no phone line.
5 min read
Is It Possible To Get a Virus From an Image or Video File?
Learn whether images or videos can harbor malware, how to protect yourself, and why advanced security matters
5 min read
Phishing in Security: Why It's Called So and How It Works
Understand why phishing attacks are named as they are, how they operate, common examples, and ways to protect yourself.
5 min read
Outsourcing Customer Service, Pros, Cons, and Tips for Small Businesses
If you need need to cut expenses then and outsourcing customer support looks perfect and could save 85% of what you pay staff. But what should one expect? This article examines the upsides and downsides of outsourcing your support for small business. We also discuss best practices for compliance, cost, and more.
5 min read
Automating Repetitive Questions Without a Full Support Staff
Strategies like canned responses, AI-powered FAQs, and self-service portals to handle FAQs automatically for small SaaS teams.
6 min read
Refund Request Dilemmas: Enforcing Your Policy Without Losing the Customer
If you're a small business owner then you've probably faced a customer who missed using their prepaid sessions and now wants a refund after the expiration date. This article discusses best practices for handling refund or compensation requests when the business technically isn’t at fault. Learn how to reference your policy gently, when to offer credits or compromises, and how to maintain goodwill while sticking to your terms.
8 min read
Quality vs. Speed: How a Startup Can Scale Customer Support Without Sacrificing Service
Customer support is often a startup's biggest scaling cost. Big companies get away with bad support, but what if you don't want to sacrifice quality? How do you handle customer support as you grow? This piece dives into a startup founder’s dilemma: maintaining excellent support as the user base expands.
6 min read