Elen Veenpere – Groove Blog https://www.groovehq.com/blog Wed, 29 Mar 2023 13:23:38 +0000 en-US hourly 1 https://wordpress.org/?v=5.5.14 Customer Success: Your Next Growth Engine https://www.groovehq.com/blog/customer-success https://www.groovehq.com/blog/customer-success#comments Wed, 13 Mar 2019 11:00:00 +0000 http://www.groovehq.com/blog/?p=3954 Lately, I’ve been thinking about support requests. Not at Groove, but my own recent adventures with a few different companies. By and large, these customer experiences have been pretty good. Quick, friendly, informative—everything a girl could ask for. However, when I reflect a bit more, I realize that good doesn’t really excite me. Today, competition […]

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]]> https://www.groovehq.com/blog/customer-success/feed 7 “What Does Customer Service Mean To You?” https://www.groovehq.com/blog/what-does-customer-service-mean-to-you https://www.groovehq.com/blog/what-does-customer-service-mean-to-you#respond Wed, 27 Feb 2019 16:30:00 +0000 http://www.groovehq.com/blog/?p=3725 “What does customer service mean to you?” is one of the most popular questions asked when interviewing support agents. It’s also one of the most bullshit-y ones. As with many “classic” job interview questions (especially the dumb placeholder ones like “how many golf balls fit into a school bus?”), there is a lot of discussion […]

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]]> https://www.groovehq.com/blog/what-does-customer-service-mean-to-you/feed 0 The Top 5 Leadership Qualities a First-Time Founder Should Practice https://www.groovehq.com/blog/leadership-qualities https://www.groovehq.com/blog/leadership-qualities#comments Wed, 20 Feb 2019 16:30:00 +0000 http://www.groovehq.com/blog/?p=3707 Starting a business is hard. But developing these leadership qualities will give you a chance of survival In addition to dealing with a million things on their plate at any given time, first-time business owners also need to learn to be managers for when their company starts growing—including all the leadership qualities that come with […]

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]]> https://www.groovehq.com/blog/leadership-qualities/feed 1 5 Signs That You Should Stop Using Email for Support https://www.groovehq.com/blog/email-for-support https://www.groovehq.com/blog/email-for-support#comments Tue, 28 Nov 2017 08:10:33 +0000 http://www.groovehq.com/blog/?p=3197 How to know when you’ve outgrown email. As a small business just starting out, it makes sense to handle your customer support just using your email inbox. It’s a good enough solution for starters, and when you’re in the early days of building your business, your efforts should be aimed at more important things than […]

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]]> https://www.groovehq.com/blog/email-for-support/feed 8 5 Tips For Getting More Done Without Growing Your Support Team https://www.groovehq.com/blog/growing-support-team https://www.groovehq.com/blog/growing-support-team#comments Tue, 14 Nov 2017 12:51:05 +0000 http://www.groovehq.com/blog/?p=3244 Increase your team’s productivity by working smarter, not harder. As your business grows, you will have to start hiring at some point. However, it doesn’t always have to be an immediate necessity. Hiring is a long, complicated and sometimes seemingly overwhelming process. The day will come when you’ll have to do it, and that’s not […]

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]]> https://www.groovehq.com/blog/growing-support-team/feed 1 5 Reasons To Put Customer Service First In Your Company https://www.groovehq.com/blog/customer-service-first https://www.groovehq.com/blog/customer-service-first#comments Tue, 07 Nov 2017 09:55:32 +0000 http://www.groovehq.com/blog/?p=2772 Why great customer service matters now more than ever. It’s easy to think of customer service as just another basic logistical process in your company⁠—just like engineering, sales or marketing. All of these things are important for success, but the mistake many companies make is not realizing that great customer service is of the utmost […]

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]]> https://www.groovehq.com/blog/customer-service-first/feed 4 Burnout in Customer Service: Tips for Staying Sane https://www.groovehq.com/blog/customer-service-burnout https://www.groovehq.com/blog/customer-service-burnout#comments Tue, 31 Oct 2017 13:20:38 +0000 http://www.groovehq.com/blog/?p=2630 Dodge employee burnout in customer service. Everyone who’s ever worked for a small company understands that every now and then, you need to push a little harder. But when every now and then turns into a regular occurrence, you’ve got a serious problem on your hands. No employee, regardless of their position, is safe from […]

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]]> https://www.groovehq.com/blog/customer-service-burnout/feed 7 Customer Surveys 101: Tips For Result-Focused Questions https://www.groovehq.com/blog/customer-surveys https://www.groovehq.com/blog/customer-surveys#comments Tue, 17 Oct 2017 15:33:16 +0000 http://www.groovehq.com/blog/?p=3079 Optimize your customer surveys to create real value. The best way to improve your product or service is to base the ongoing action plan on what your customers really want and need. One of the best ways to gather a lot of constructive feedback and information relatively fast is through customer surveys. However, putting together […]

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]]> https://www.groovehq.com/blog/customer-surveys/feed 1 Definition of Customer Service: A Glossary of Over 60 Words and Phrases to Simplify Support https://www.groovehq.com/blog/definition-of-customer-service https://www.groovehq.com/blog/definition-of-customer-service#comments Tue, 10 Oct 2017 10:17:06 +0000 http://www.groovehq.com/blog/?p=2774 How you define customer service can make or break support. And that’s just the tip of the clarity-giving power a shared language creates. Customer support, like any other part of your business, has its own lingo, language, and linguistics. Not just technical terms you need to understand for the sake of your backend processes but […]

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]]> https://www.groovehq.com/blog/definition-of-customer-service/feed 4 Net Promoter Score: What Is It and Why Do You Need It? https://www.groovehq.com/blog/net-promoter-score https://www.groovehq.com/blog/net-promoter-score#comments Tue, 03 Oct 2017 10:48:28 +0000 http://www.groovehq.com/blog/?p=3366 Net Promoter Score as a snapshot of customer satisfaction There are a lot of customer service metrics out there that can improve your support quality and bottom line of your whole business. A lot. It can be intimidating to get into the numbers game if you haven’t done it before. Where do you start? There’s […]

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]]> https://www.groovehq.com/blog/net-promoter-score/feed 5 5 Tips for Hiring Remote Customer Support Agents https://www.groovehq.com/blog/hiring-remote-customer-support https://www.groovehq.com/blog/hiring-remote-customer-support#comments Tue, 19 Sep 2017 15:28:39 +0000 http://www.groovehq.com/blog/?p=3262 Find and hire the best for your remote customer support team. Groove is a distributed team—one of the thousands of companies out there using the power of the web to grow a business without being in the same room. Remote work is on the rise, and there’s research out there that makes some pretty compelling […]

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