Ever had that sinking feeling when a customer calls back, more frustrated than before, because they got different answers from two of your service agents? Or witnessed a straightforward issue transform into a complicated one due to misplaced information? As a small business owner, you know these customer service communication hiccups can quickly turn into […] The post Customer Service Collaboration: Small Teams, Big Impact! appeared first on Groove Blog ..read more

Do your new feature updates have worryingly low adoption rates? Do customers complain about your onboarding process – citing a lack of resources and difficulty navigating the product?  Both of these issues, and others like them, can result from failure to create a hypercare plan before implementing a product update or new feature. The solution: […] The post What Is Hypercare (And What Role Does It Play in Customer Support)? appeared first on Groove Blog ..read more

Ever feel like your customer support team is running on a hamster wheel? Your dedicated agents are working overtime, but those inquiries keep rolling in. To make matters worse, there’s little spare time to ensure that the information you’re providing across agents and channels is consistent. If that sounds familiar, it’s time to build a […] The post How To Build a Customer Support Knowledge Base appeared first on Groove Blog ..read more

If you run a startup or small business, you know the pain involved in losing a customer. You probably wish you had a way to better understand their feelings toward your business before hearing that they’re done with you. Customer expectations have only increased in the past few years. Many now look for highly personalized […] The post What Is Customer Sentiment (And Why Does It Matter)? appeared first on Groove Blog ..read more

Intercom? Help Scout? GrooveHQ? Which one will be the best Zendesk alternative? The sleeper who beats Zendesk for you is.... The post The Best Zendesk Alternative for Small Businesses appeared first on Groove Blog ..read more

Are buyers constantly leaving feedback you don’t know what to do with? Customer sentiment and needs should always be aligned. If it’s not, you can leverage feedback to improve the customer experience. Many businesses are sitting on the untapped potential of feedback, unable to make sense of it all or unwilling to put in the necessary […] The post 4 Steps for Conducting a Customer Sentiment Analysis appeared first on Groove Blog ..read more

Is your team struggling to prioritize support tickets efficiently? When you’re relying on a traditional email platform, it’s easy for urgent messages to get buried under less important requests. This leads to delayed responses, frustrated customers, and missed opportunities to resolve crucial issues promptly. Thankfully, there’s a way to regain control of your support inbox and […] The post How To Prioritize Support Tickets: A Guide for SMBs appeared first on Groove Blog ..read more

Mark Cuban’s takeover of the Dallas Mavericks is one of the best examples of a successful winback campaign. The team was in dire straits, and Cuban understood that winning back customers was crucial to the team’s revival. So he took a bold, personal approach, setting up his desk in the sales office and directly calling […] The post 5 Steps for Creating a Customer Winback Campaign appeared first on Groove Blog ..read more

Does your customer support team need a tool to manage all those incoming questions, feedback, requests, and complaints? Providing excellent support is crucial for any growing business. However, relying on a standard email inbox for this can become a challenge over time, as requests increase and you find you’re lacking the features you need to […] The post What’s the Best Email Client for Customer Support? appeared first on Groove Blog ..read more

Sometimes it feels like there’s absolutely nothing you can do to make a customer happy. That usually isn’t true, however, provided that you approach your response carefully.  Any review your business receives can impact growth. This is especially true for a small business, where every bit of visibility matters. Customer feedback shouldn’t be left in […] The post How To Respond To Negative Customer Reviews (4 Tips for Positive Results) appeared first on Groove Blog ..read more