A collection of 230 posts
5 Min read
Craft the perfect customer service job description to find the right fit for your organization.
Melissa Rosen CX Lead & Content Creator @Groove
9 Min read
Download and use these email templates to navigate even the most complicated scenarios and deliver great customer service.
6 Min read
Rather than a vague list comparing the best customer service platforms, we’re breaking down why Groove works for our small business. Find out how our customer service software could work for you too.
7 Min read
A game plan for communicating during a crisis to keep your customers (and your support team) calm.
8 Min read
How we handled an overflowing inbox while keeping our focus on sustainable growth.
Get the full breakdown on customer satisfaction surveys. Including real-world questions, examples, and clearly defined benchmarks for CSAT, NPS, and CES.
A well-thought-out plan for creating knowledge base articles with examples from our own help center.
14 Min read
Let’s explore a comprehensive answer—backed by data, five timeless sources, and 11 qualities of exceptional support—to, “What is good customer service?”
Erika Trujillo Customer Success Manager @Groove
10 Min read
Going up against e-commerce behemoths is no easy feat. But, customer service is one of the last bastions where small absolutely crushes big.
20 Min read
Nobody’s born with good customer service skills. But, anyone can master them. Here are step-by-step instructions to improve you or your team’s support.
We went from overwhelmed to well-oiled machine using the magical power of tags.
22 Min read
Get the 10 most valuable customer experience analytics for small-medium businesses, broken down in practical terms, with real-life examples.
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