Bad onboarding can be one of the most impactful levers to churn. Kevin Garcia of Totango knows that it's difficult to come back after poor starts, but provides 3 ways you can course correct to get the ship righted.
Customer Support is changing from what it once was. What is the customer support career path now? What tools and skills do you need to develop a successful career? HelpScout has a great breakdown that takes us through how things has changed and how to equip yourself.
One of the challenges with low touch customers is the fact you can't pick up the phone and call them! So what can you do? Emma O'Neill of SparkPage knows that email can be the best bet and brings us a guide on how to structure onboarding emails.