Better Conversations. Happier Customers.
The perils of enforcing immediate ROI. Startups (us included) have an incessant urge to constantly ask “is that ROI positive” for every business decision. We’ve become so accustomed to constantly think about growing our user base, making our product better, and watching out for the runway cliff that we often misguide ourselves by missing important … Continue reading “Not everything needs to “pan out”.”
Japan’s methodical attention to quality at scale. In my time in Tokyo I had a total of 9 meals. All of them were chain restaurants. In the States and in most countries around the globe, this is usually synonymous with fast food or run-of-the-mill food with no passion, love, or soul. Awesome food from chain … Continue reading “Disciplined Attention to Process”
Customer service tips for startups and small teams. There’s no better way to work than at a startup that understands the beauty and importance of staying small. Our customers often ask about how we’re able to offer such spectacular customer service given our customer experience team is still under 5 people. Here are some tips … Continue reading “Helping customers faster with less.”
Honesty > Fear. Every time. I’m currently on my way to Vancouver from Seattle for a wedding. I’m also writing this on the car we just rented from Hertz. No I’m not driving. The wife is. I wanted a chance to write my thoughts down before I arrive at the food-coma-land that is British Columbia. … Continue reading “Fear is not a strategy. Honesty is.”
The next evolution of the medium everyone loves to hate. #decisions “Live chat has limitations, limitations we no longer have to live.” “Live chat no longer makes the cut.” “Live chat was great but now it’s history” Live chat isn’t dying. It’s evolving. Countless businesses today still have a thriving live chat service and deliver … Continue reading “What’s Going On With Live Chat?”
There is clear polarization on the topic of whether customer service should belong in #Slack. Most debate whether teams should be communicating to customers through Slack or not. There are two main camps. Camp 1 argues that because all of your team communications already happen in Slack and it makes sense to consolidate customer communications … Continue reading “Why Slack Makes Your Customer Service Better”
Team up and win together. There are some pretty good reasons for beta releasing products with a clear intention to fix and improve. Back in 2013 when we released Reamaze 1.0 Beta, the amount of feedback we received helped shape the robust platform you see today. More importantly, we still work with over 85% of … Continue reading “Leveraging Customers As Partners”
It’s been so long so I last held an actual book. Startup life has treated us well and rewarded us with so much. But it has also made life a bit more chaotic. More often than not I’m reaching for that audio book, that ebook, scrolling through chapters and pages on my phone or ipad. … Continue reading “The feel of a real book”
