Sarah Schneider
Customer Service and Support
Sarah Schneider looks after customer service around rapidFOX and helps teams move from shared mailboxes to a ticketing system. She writes about the daily work in the queue: prioritisation, reply templates, knowledge bases, metrics that actually mean something – and the difference between a fast answer and a good one.
Articles by Sarah Schneider
Most knowledge bases are written once and never read. This is how to build one that the team ac...
Why support@ in Outlook stops working with two people: collisions, the read-not-answered trap,...
Which support metrics actually help: first response time, resolution time, clearance rate, SLA...
How to prioritise support tickets: impact against urgency, why everything becomes high priority...
How to write support email templates people do not notice: which ones you need, what to leave b...
Practical ways to answer faster: where the time actually goes, what to fix first, and the short...