Best practices in Customer support

Optimise your customer support practices by following these best practices
Rating: 4.6 out of 5 (714 ratings)
6,273 students

Best practices in Customer Support
How to hire support reps
Best practices for a SaaS support rep
Best practices while using chat tools


  • No requirements at all other than the knowledge of operating a smart phone


A knowledge repository that will help you stay ahead of the curve. It covers everything you need to know about best practices, which will make your customer support practice a success.
These practices can be followed by a customer support representative from any startup or enterprise!

You will be introduced to different factors and techniques from hiring a rep to using chat tools the best possible way!

Update 1.0.1: All the captions in the videos have been updated to match with the videos in the course.

Who this course is for:

  • Customer support representatives, support agents, customer support enthusiasts

Course content

1 section11 lectures44m total length
  • Introduction
  • Hiring your first Customer support rep
  • Personalising your responses
  • Forms as a part of customer support
  • Handling Difficult conversations
  • Proactive communication during service outages
  • Best practices for SaaS customer support
  • Best practices for live chat support
  • Key metrics to measure customer support
  • Managing your customer support team during holidays
  • Building your multi channel customer support


Live chat software
Freshchat by Freshworks Inc
  • 4.6 Instructor Rating
  • 714 Reviews
  • 6,273 Students
  • 1 Course

Freshchat is a modern messaging software built for teams who want to ace customer conversations—marketing, sales, or support. Engage proactively with visitors who are dropping off or are closer to making a purchase. Allow the bot to then kick in, qualify leads, and auto-upload them into your CRM. With events timeline, user information, and social profiles, know who you're talking to and what they are up to. Pull additional information from external tools to make data-backed conversations.