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Customer Service Blog

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Alex Mercado

Alex works from Utrecht, which has been her home away from home for several years. Originally from Mexico, she enjoys creating content and listening to podcasts. In her spare time, she likes to cook Mexican food and play Mario Kart.

Recent Posts

6 Quick Tips to Manage your Ticket Backlog

Jun 26, 2019

When you work in customer service, one of the scariest things that can happen is having a ticket backlog. Whether it catches you by surprise occurring all at once, or whether it starts to build up;...

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Creating an excellent live chat experience for your customers

May 15, 2019

Even though phone an email are still the most used communication channels across demographics; live chat continues to gain traction with 44% of millennials and 43% of Gen Z using it to get in touch...

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How to hire your first customer service representative

Apr 04, 2019

Your company is rapidly growing, and it is time to hire your first customer service representative; this will be the first person at your company who will be completely customer-focused. The work is...

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The 7 most common customer service outsourcing myths

Mar 19, 2019

Working in customer service outsourcing, I have experienced some resistance, mostly due to misconceptions regarding the practice. There are a lot of myths out there stopping companies who could...

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Customer Service Terms: The only glossary you will ever need

Mar 06, 2019

If you are new to customer service you probably already realized that the industry has its own set of terms. Some of them are pretty straight forward but, others can seem like a whole other language.

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The 4 most effective eCommerce customer service practices

Feb 18, 2019

ECommerce not only means being open 24/7 but also missing out on having face to face interactions with your customers or potential customers.

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Key things you should know about customer support channels

Jan 18, 2019

Choosing the right channel to do customer support can make or break a fledgling business. Understanding the trade-offs between the most common channels is essential.

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