Resources

Our books, guides, podcasts and other quality
information for customer support folks.

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Ebooks
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Podcasts
Paper
Documents

Ebooks

Read ebooks full of knowledge and tips on how to improve the quality of your support.

Books
Customer Journey Map

How to create a customer journey map
Books
Removing Friction Points

How to provide an effortless experience
Books
Net Promoter Score

The Ultimate Guide to Net Promoter Score
Books
Customer Effort Score

The ultimate guide to Customer Effort Score
Books
Customer Satisfaction Score

The ultimate guide to Customer Satisfaction Score
Books
Automating Customer Support

How to use automation to give more personal customer support

Podcasts

Listen to Customer Experience Leaders Chat, where we talk to support professionals and discuss what’s behind their success.

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Humio

The Subtleties within Support with Humio
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Clearpath Robotics

Leading From the Customer Perspective with Clearpath Robotics
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Veho

Crafting Support's Voice with Veho
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Loom

The Power of Video within Support with Loom
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Challenger

The Ultimate Guide to CES with Challenger Inc.
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Fiix

Embedding Customer Support Across the Organization with Fiix Software
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Summatti

Improve Customer Experience using Natural Language Processing with Summatti
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HelpScout

The Value of Support Agent Writing with HelpScout
Calendar
Doodle

Building a Knowledge Management Strategy with Doodle
Fishing on cloud
CloudTalk

Successfully Scaling Support with CloudTalk
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Koala

Surprising and Delighting your Customers with Koala
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Automattic

Improving Support Hiring at Automattic
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Grindr

Transitioning from Customer Support to Customer Experience with Grindr
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Rancher Labs (SUSE)

Creating a Seamless Customer Experience with Rancher Labs (SUSE)
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Peak Support

The Nuances and Importance of Content Moderation with Peak Support
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FruitStand

Handling and Preventing Burnout with FruitStand
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PostMates

Maximizing Leadership Effectiveness through Support Operations with PostMates
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Wistia

Switching Ticket Management Tools with Wistia
Reservation
SevenRooms

How SevenRooms Improves Customer Experience by Motivating Support Agents
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Median

How to Use Cobrowsing for Improved Customer Experience with Median
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SupportNinja

Outsourcing Customer Support with SupportNinja
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Snowplow Analytics

Improving Support Processes with Snowplow Analytics
Papers
Flickr

Aligning Support Teams as part of an Acquisition with Flickr
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Shopify

Considering the Benefits of Tiered Support with Shopify
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Dixa

Adopting a Product-led Customer Success Mentality with Dixa
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Slido

How Slido Uses Customer Outcomes to Deliver Incredible Product Experiences
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Omnisend

Building Support from the Ground up at Omnisend
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Unifyed

How Unifyed is Focusing the Responsibilities of a Customer Success Team
Charts
ChartMogul

How ChartMogul Navigated their Evolution from Customer Support to Success and Beyond
Garden
Rachio

Balancing the Spectrum of Service Cost and Customer Experience at Rachio
Forest
GitLab

Energizing Customer Experience with Success Ops at GitLab
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PartnerHero

How PartnerHero Maintains Industry Leading Support Quality
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Revolut

How Revolut Provides High-Quality Service Through In-App Chat Support Documents
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Monday

How Monday.com Uses Data to Help Customers Succeed
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Statuspage

The Importance of Release Communication at Atlassian Statuspage
School
D2L

Connecting Support to Company OKRs with Desire2Learn
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Aircall

Considering a Move to Remote Support? Go for it!
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Documents

Find the answer to your questions in various documents and whitepapers on support topics.

Surveys
Survey Templates

Survey ideas for every customer touchpoint
Runner
Get Your First Support Job

How to Get Your First Job in Customer Support
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25 Customer Service Emails

25 Customer Service Email Templates that Generate Trust and Loyalty
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Top Survey Questions

Top Questions to Ask in CSAT, NPS & CES Surveys
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Zendesk surveys comparison

Zendesk Survey Tools Comparison
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Communicating Reduced Hours

11 Templates to Communicate Reduced Service Hours over the Holidays
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Perfect Rejection Letter

3 Templates for the Perfect Rejection Letter
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Customer Support Phrases

Win Your Customers: Support Phrases To Use and Avoid in Your Conversations
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