Listening Made Easy

News, Tips & Insights

• Our off-hours critical issue escalation process

  What happens if the site goes down at 11pm? Who gets called? What gets communicated? Having an escalation process for critical issues during off-hours is key. Here at UserVoice we recently implemented one, and we'd like to share it with you.

• Training your customer service representative (in 5 steps)

  So, you’ve hired your first full-time customer service rep. You found the right candidate. Now how do you turn them into a lean, friendly, ticket-answering machine?

• Introducing the Customer Service Scaling Timeline

  You want to provide great customer service, but your greatest challenge is scaling. That’s why we're excited to announce a guide for ensure consistently great customer service as you grow.

• The Science of Customer Service: 40% of your customer service emails could be answered by your FAQ

  We looked at data from a hundred companies using UserVoice Helpdesk, and their FAQs are answering an average of 15% of customer support issues a month (sometimes up to 40%). That's serious time saved.