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Episode Info: In this episode, Martin Kõiva, Co-founder and CEO of shares how to fuel business growth by raising customer service quality. Insights he shares include:  Defining good customer serviceHow to fix the incomplete picture that traditional customer service metrics provide Why the business departments can no longer function independently of each otherHow sales and success teams can also benefit from a customer service quality assurance toolHow to use internal metrics aligned with company objectives to better customer service quality assuranceHow simplifying processes can have a dramatic effect on customer service qualityHow gaining a customer’s point of view can validate new channels inexpensivelyThe support driven community you need to bring you up to speed on good customer service practicesHow a motto can guide your efforts to improve customer service quality and adapt to ongoing changes in the environmentHow to ensure that all your team members are on board with the strategy to improve customer service qualityHow content, community and marketplaces drive growth for KlausappWhere self help support fits into the overall quality customer service pictureHow SaaS companies can strive to create the perfect customer service frameworkHow to hire the right people to improve customer service quality
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