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resources

Support management is a crucial aspect of any business, as it ensures that customers are satisfied and their issues are promptly resolved. As a new support manager, it can be overwhelming to navigate the various tools, strategies, and resources available. In this blog post, we will highlight some of the best courses, books, and resources to help you get started in support management.

Courses:

  • The Support Management Institute (SMI) offers a range of courses on support management, including their Certified Support Manager (CSM) program.
  • The Association of Support Professionals (ASP) offers a range of courses on support management, including their Certified Technical Support Professional (CTSP) program.

Books:

  • “Support Team Management: A Practical Guide” by Dan LaRusso is a comprehensive guide to managing a support team, covering topics such as hiring, training, and performance management.
  • “Support and Services Management: Best Practices” by Ron Muns is a comprehensive guide to managing support and services, covering topics such as customer service, problem management, and knowledge management.
  • The Support Economy: Why Corporations Are Failing Customers and How to Restore Prosperity – This book, written by Shoshana Zuboff and James Maxmin, explores the importance of support management in today’s economy and offers strategies for improving customer satisfaction.
  • The Art of Support: A Guide to Delivering Exceptional Customer Service – This book, written by J.R. Jenkins and Michael S. O’Connell, covers the basics of support management and offers strategies for delivering exceptional customer service.
  • The Support Professional’s Handbook: A Guide to Delivering Support Services – This book, written by Karen L. Fredricks, covers the advanced concepts of support management and offers strategies for delivering effective support services.

Resources:

  • The Support Management Forum is a community for support management professionals, with resources such as webinars, articles, and discussion forums.
  • The Support Industry Blog is a blog focused on support management, with articles on topics such as customer service, team management, and technology.
  • The Association of Support Professionals (ASP) offers a range of resources for support professionals, including articles, webinars, and a job board.
  • CS Knowledgebase of BolsterBiz is a comprehensive resource on customer support with all the latest insights, tips and techniques. 

From courses to books and software, there is a wealth of information available to help you navigate the world of support management. We hope this blog post has provided you with some valuable information to get started in your journey as a support manager. Remember to keep learning, stay organized, and always strive to improve customer satisfaction.

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With there being 3.

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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.

According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.

With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.

According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.

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