Matthew Brown

This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been…

Does your company currently measure customer satisfaction? If so, how accurate and time consuming are your measurements? With so many…

Living in a world where remote work is now common, more companies are leveraging video technology than ever before to…

For the third and final part of our three-part series (Part 1 and Part 2) on building and maintaining strong…

This blog post is the second part of our three-part series (the first part is here) on building and maintaining…

It’s no secret that more B2B (business-to-business) customers are using live chat than ever before. A simple way to get…

In today's remote work environment, keeping your customer support team motivated can be challenging. Support roles are typically not for…

Creating a great support team isn’t something that happens in a day, a week, or even a month. It’s a…

In an era where remote work has become commonplace, many customer success managers aren’t too happy. Why? Don’t they enjoy…

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more…

Everything seems to be going well with your business when suddenly an emergency arises. For some companies, it might be…

As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating experience.…

Everyone in the business world has had an experience where it didn’t feel like they mattered to a vendor or…

All companies strive towards having a strong corporate culture. People make a business what it is, so keeping them happy,…

The concept of “customer churn”, or customers leaving a business, is something that keeps executives around the world awake at…