Support

Customers use our software in the course of their work, in jobs which are often complex, demanding and stressful. When they ask us puzzling questions, it’s our job to decode their true meaning, so we can provide the best support experience possible.

The value of a knowledge-centered business is more obvious during times of stress. You have already captured what is important for use at a later date. And if you haven’t been capturing knowledge already, it’s never too late to start.

From having a sensible customer support infrastructure, to reminding yourself that we don't know everyone's story, here are strategies for having more empathy.

There’s quite a difference between engineering a “newsworthy” customer service experience, and simply just getting it right every time. It may not go “viral”, but it wins you customers for life.

When someone complains, it naturally arouses our instinct to defend ourselves, and avoid blame for negative situations. But it doesn’t have to be this way.

Customer service culture varies around the world. Cultural context shapes our expectations of the service we receive in reality. What can we learn from international customer service practices?