To live chat or not to live chat, that is the question. There are pretty mixed opinions out there on whether live chat provides enough value to justify the costs. Lior Levin via KissMetrics presents the "yes" argument and reasons why.
Segmentation is often the strategy that takes a new CS organization to the next level. Matthew Klassen of Gainsight lays out the lenses you can create to differentiate your customers to get more insight and decide how to service each bucket.
Often Support doesn't get it's dues. It's a tough position with little praise, but a very vital component of servicing your customers. Chase Clemons of Basecamp (via Intercom), shares his strategies for improving experiences for your customers, as well as your own support team.
This Week's Shopping Statistics: Did you snag any Black Friday deals this year? Check out some of the initial numbers on how many people did and what was spent
This newsletter is curated byAlex Bakula-Davisfor your reading and CS pleasure. If you have any content you'd like to submit or suggestions, drop me a line!