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If you wish to win, first do what everyone else is already doing.  Then move to something that many can’t do. Then work on something ..read more
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Support is no longer a role where you’re just expected to answer the questions of customers. Support has grown to be a role which ..read more
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Support, despite being uniformly similar in principle, is incredibly different across individual industries. Yes, people still need help ..read more
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Support, as an industry, is mostly based on soft-skills: the interpersonal skills required to be skilled at talking to, interacting with, ..read more
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No two days are the same for Bharghavi KKA, Manager of Customer Support at Freshworks. Each day brings in a new problem to find answers for ..read more
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 It would be easy to think the benefits of AI are massively overhyped. Every day there’s another article extolling the future of robots ..read more
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The last eighteen months or so has seen another shift take place in customer service with the increasing ubiquity of messaging. While ..read more
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In the world of e-commerce customer support, it’s easy to be overwhelmed by tickets. And it can be a nightmare. Too many tickets + not ..read more
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Measuring the productivity of the customer support team in terms of the overall company profits might seem like mission impossible. But it ..read more
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Creating a great customer service experience for your audience is essential. But it’s arguably even more important for SaaS companies ..read more

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