CX Excellence

How to deliver world-class customer experiences.

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CX Excellence What makes great customer support for SaaS companies? Most SaaS companies focus on customer success as part of their growth strategy. But what makes great customer support? Here’s what I found from five of our best-performing SaaS clients.

CX Excellence Enhancing the full customer journey with pre-sales + post-sales customer support From the initial spark of curiosity to nurturing a loyal relationship, pre and post-sales support play distinct roles in shaping customer experiences.

CX Excellence 6 ways to provide exceptional customer support experiences Learn six ways to provide amazing customer support experiences and turn customers into advocates.

CX Excellence 6 steps to effectively reduce customer support backlog Read the six crucial steps to effectively solve customer support backlog.

CX Excellence Ticket triage: 5 tips to prioritize support requests for faster resolution Get the top 5 tips to prioritize customer support tickets for faster resolutions and better backlog management.

CX Excellence How to forecast headcount during peak season The very first step to preparing for a busy season is headcount forecasting. Try the forecasting calculator to be proactive and get your team ready!

CX Excellence Navigate 24/7 support with the top workforce management tools Hear from Andrew on the importance of having the right workforce management tools in place as a 24/7 team and what those top tools are.

CX Excellence 24/7 customer support stats you need to know Thinking about 24/7 or after-hours customer support? Read the top stats you need to know when kicking off 24/7 support.

CX Excellence The ultimate guide to 15 refund and return policies (with scripted support) Read the ultimate guide to the top 15 refund and return policies, complete with ready-to-use scripts for seamless customer support interactions.

CX Excellence 24/7 customer support solutions: follow-the-sun vs. graveyard shift models See how we harness the follow-the-sun model to provide round-the-clock global support, eliminating the need for our team to endure overnight shifts.

CX Excellence Pre-holiday planning guide (2023) Get the guide to navigate the holidays and create better customer support experiences for your customers.

CX Excellence The hidden costs of hiring (2023 stats) A curated list of 2023 stats on the cost of hiring customer support vs. outsourcing.