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SupportZebra Blog

3 Steps to Building the Best Customer Success Program

Posted by Nathan Yap on Dec 7, 2016 10:40:37 AM

 

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Topics: customer support, outsourcing, bpo, business process outsourcing

4 Steps to Strengthening Operations Through Outsourcing

Posted by Nathan Yap on Nov 29, 2016 9:09:38 AM

There is a common misunderstanding that to outsource any part of your business is a sure cry for help. On the contrary, many businesses are now taking a proactive approach toward strengthening employee efficiency by outsourcing operations. BPOs support non-primary functions, freeing up time for your human resources, accounting, and customer service departments to focus on more vital tasks. Here are some ways to strengthen your overall business functions by outsourcing:

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Topics: customer support, outsourcing, bpo, business process outsourcing

The Secret to Retaining More Customers

Posted by Nathan Yap on Nov 10, 2016 3:16:54 PM

 

Successful customer retention comes down to understanding your consumers, their needs and expectations.

 

More and more companies are adopting customer success programs to adhere to consumer standards, increase retention, and significantly reduce churn. In fact, David Skok reasons that by effectively managing customer success, a business that cuts customer churn in half can double revenue in the first year and produce upwards of 60% new revenue over five years. 

 

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Topics: customer support, customer retention

What Makes Us Different

Posted by Nathan Yap on Nov 1, 2016 2:06:00 PM


While there are a lot of areas that make SupportZebra unique, today I want to focus on our people and what it means to be a SupportZebra. How good are our agents? They are top-notch. You can argue they’re actually overqualified for our positions.

 

Looking at some stats, traditionally 2/3rds of our agents have undergraduate degrees AND the other 1/3rd have graduate degrees. Some of the most popular degrees include Information Technology, Business Administration, and Computer Science.

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Topics: customer support, employee spotlight

Evaluating Options For Customer Support

Posted by Nathan Yap on Sep 28, 2016 4:42:30 PM


Providing top-notch customer support makes for happier customers. Making yourself readily available and easy to get in touch with when problems arise makes customers feel more confident in your ability to solve problems. Over time, following up quickly with helpful and successful fixes to problems leads to greater customer loyalty.


Avoid annoyances with one of the following customer support options. Based on your company size, variance of customer base, and intricacy of problems, you may consider combining two or more of the following solutions.

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Topics: customer support

How To Use Great Customer Support To Grow Your Brand

Posted by Nathan Yap on Aug 18, 2016 7:51:44 AM

Customer support isn’t just for the customer. Sure, it may sound counterintuitive, but the relationship between customers and brands is mutually beneficial. While the main priorities for providing high-quality customer service are to ensure your customers remain happy and prevent problems from arising, having the reputation of being a great service provider will have a huge positive impact on your brand image. Leveraging your online presence is essential for growing your brand via customer service.

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Topics: customer support

Customer Service Skills Every Employee Should Have

Posted by Nathan Yap on Aug 5, 2016 1:21:16 PM

Whether you formally work in customer service or not, you need to have a basic understanding of customer service skills. It doesn’t matter your department, your seniority level, or your industry - you’re responsible for the experience your customers have with your company, which is why you should be concerned with your customer service skills.

Every employee, no matter what role they’re in, should have the following skills in order to effectively exhibit superior customer service.

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Topics: customer support, customer experience

4 Easy Methods To Amplify Your Customer Support Strategy

Posted by Nathan Yap on Jun 16, 2016 8:37:00 AM

Offering a truly remarkable customer support experience has gotten harder and harder, it seems. Why? Companies have found strategies that work and have stuck with them throughout the years.

While in some cases this can be fruitful (such as in highly volatile industries like retail or for companies with high brand loyalty), that’s not always the case. There are two types of companies who lose out on this type of strategy:

  • In more mature companies, your customer base is constantly changing. What worked last year may not work this year;
  • If you’re a young company, you need to differentiate and stand out from the crowd.

Do either of these situations sound like you? If so, don’t worry - we’ve got you covered. We’re sharing our four favorite methods to amp up your customer support strategy from standard to superior.

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Topics: customer support