New case study: Vimeo

Peek behind the curtain into the wonderful world of ModSquad. You’ll find thoughtful musings from our network of 10,000 Mods peppered in with profound insights on technology, social media, and business trends. Lots of good stuff you can casually work …

Customer Support

Spotify: a Customer Support Case Study
ModSquad | 08/24/2023
Ever wonder how Spotify handles customer support? How do they provide fast, high-quality support to over a half...
The Slash and Scramble
ModSquad | 05/03/2023
It’s too early to call it a trend. But it isn’t an isolated incident either. Recently we’ve had a few...
Self-Service Support: What Happens When Customers Need More?
ModSquad | 04/05/2023
Self-service – or Tier-0 – customer support is attractive for many reasons for both you and your...
ModSquad Wins Stevie for the Best Customer Engagement Initiative
ModSquad | 03/23/2023
This year at the 17th annual Stevie Awards, we snagged the bronze award for helping VSCO deliver...
Calculating the True Cost of FTE in Outsourced CX
ModSquad | 03/15/2023
Part 1: How FTE Raises Your True Hourly Rate How To Know if You are Paying Too Much? One sure sign that you are...
Save up to 20% on CX Services
ModSquad | 02/08/2023
Nope, it’s not a sale. It’s not a limited time offer. It’s not a gimmick. That savings is baked into our...
Call the CX Holiday Hotline
ModSquad | 12/22/2022
We love the holiday hotline. Don’t know how to make a turkey? Just call. Last minute gift ideas?...
It’s Metaverse Summit Season
ModSquad | 10/26/2022
It’s been about a year since Facebook changed its name to Meta and got everyone talking about the...
Our On-Demand Model Solves Today’s Top 3 CX Staffing Problems
ModSquad | 09/13/2022
As an in-house CX leader, you might be facing some staffing challenges right now.  Maybe you run your...
Ed Tech: Kick off the school year right with support services from ModSquad
ModSquad | 09/08/2022
It’s back to school time.  Not so long ago that meant stocking up on school supplies: new notebooks,...
How Support Teams Can Retain Customers and Improve ROI
ModSquad | 08/04/2022
Want to create brand enthusiasts whose loyalty ultimately boosts your ROI? You’ve probably got the team in...
8 Simple Rules to Raise Your CSAT Score
ModSquad | 08/02/2022
What’s your reputation with customers? Are they happy with your product or service? Satisfied with the...
Yes, It’s Already Time to Plan for Seasonal Customer Support
ModSquad | 07/26/2022
We know that summer grilling is really on your mind. But are you ready for the holiday season? We’re not...
How to Address Supply Chain Issues
ModSquad | 07/05/2022
Like nearly every other industry, the sports equipment market is dealing with supply chain issues brought about...
A 90-Day Plan to Get Your CSAT Score Back on Track
ModSquad | 06/16/2022
Boosting customer satisfaction rates, in theory, is simple. Listen to your customers and work to systematically...
Case Study: When the World Rushed to Video, Vimeo Turned to ModSquad
ModSquad | 06/09/2022
How we helped one of the world’s leading video platforms rapidly scale to respond to increased demand and...
Make a Great First Impression with Customers
ModSquad | 04/14/2022
“You never get a second chance to make a first impression.” While the author of this quote is in question...
The Key Elements to Improving Your Customer Service
ModSquad | 04/05/2022
Most customer centric organizations try to differentiate themselves from their competitors by offering great...
When It Comes to Outsourced Player Support, ModSquad Is the Clear Winner
ModSquad | 02/15/2022
Gone are the days when your gaming circle was limited to the folks hanging out down at your friendly local game...
Surprise and Delight: How to Turbocharge Your Customer Support
ModSquad | 01/06/2022
“Surprise and delight” is a mainstay of customer service. It’s a strategy that will allow you to...
Client Spotlight: Kalderos
ModSquad | 12/21/2021
ModSquad’s CX opens new doors for healthcare software company Kalderos. Drug discounts in the U.S. healthcare...
Make Money Personal Through Customer Service
ModSquad | 12/09/2021
Remember when banking used to be relational? If a customer needed to deposit or withdraw money from their...
How Will Digital Gifts Change Your Customer Support Strategy?
ModSquad | 11/16/2021
The holidays are full of magic. Glittering lights, parties, gifts, and goodies. We look forward to the cozy...
How to Enhance Patient Care with Exceptional Customer Service
ModSquad | 09/07/2021
Healthcare customer service comes with a nuanced and unique set of challenges. It’s not the same as helping a...
How to Use Data to Meet Incoming Customer Demand
ModSquad | 08/05/2021
In today’s fast-paced and technology-driven world, when customers need assistance or an answer to their...
Industry Best Practices for Text-Based Support, Part II
ModSquad | 07/22/2021
Companies known for their fantastic tech support are typically on the forefront of technology. They understand...
Industry Best Practices for Text-Based Support
ModSquad | 07/20/2021
Behold the simple text message. It’s ubiquitous in our everyday lives, a vital connector between us, our...
A Mod for All Seasons: Meeting CX Demands During Peak Times
ModSquad | 06/15/2021
Think of the peak seasons for businesses. For a gaming company, it may be during the release of a new title. A...
How to Effectively Use Chat In Your Ecommerce Business
ModSquad | 06/10/2021
If you’ve bought anything online in the last decade, you know the difference between a good and bad shopping...
4 Ways Support as a Service Helps You Scale
ModSquad | 06/03/2021
Whether your new business is starting to achieve your sales goals or your established brand has just released...
Everything I Know About Customer Support I Learned From “The Dude”
Jason Ferguson | 05/04/2021
In his role as Sr. Director, Client Services, Jason Ferguson ensures that our clients’ customers receive...
Best Practices for Getting Customer Feedback
ModSquad | 04/20/2021
Do you have five minutes to answer a survey? Apparently, many people do, as evidenced by the customer feedback...
Avoid These 4 Customer Service Automation Pitfalls
ModSquad | 03/16/2021
As companies grow, so do their customer service needs. Staying on top of a constant stream of queries can...
How to Find the Right Balance with Ecommerce Support Automation
ModSquad | 03/09/2021
Around the world, an ever growing number of people have moved much of their shopping online. After a series of...
Make the Most of Your Customer Data with Zendesk and ModSquad
ModSquad | 12/15/2020
Many companies power their customer experience with a strong CRM tool, which manages customer data and can...
Case Study: ModSquad Customer Support — The Ultimate Insurance Policy
ModSquad | 12/10/2020
For years, this insurance software company’s 24/7 service was outsourced to a traditional call center....
Are You Putting Your Customers First?
ModSquad | 10/13/2020
Companies that are hitting it out of the park when it comes to customer service are working around the...
Your Holiday Seasonal Support Questions, Answered
ModSquad | 09/24/2020
As the holiday season draws near, around the globe, merchants, etailers, even department-store Santas feel...
Case Study: Roll20 and ModSquad — The Adventure of Player Support
ModSquad | 09/01/2020
MODSQUAD HELPS GAMING COMPANY SCALE TO MEET 500% INCREASE IN SUPPORT REQUESTS Roll20 is a perfect solution for...
Why Are Your Customers Seeking Assistance? Your Support Team Can Offer Key Insights
ModSquad | 08/20/2020
It’s no secret that your frontline customer support staff are a good source of information. The support team...
How to Create Customer Touch Points in a Virtual Landscape
ModSquad | 08/13/2020
Let’s not avoid the obvious. Here we are, well into the second half of 2020, facing something we had not...
Case Study: Wooga Levels Up to ModSquad’s Premium Player Support
ModSquad | 07/28/2020
INTERNATIONAL VIDEO GAME DEVELOPER GROWS PLAYER BASE WITH HELP FROM MOD ENGAGEMENT Video game developer Wooga...
Your Company’s Customer Support Needs Have Skyrocketed. Now What?
ModSquad | 07/16/2020
Your busy season may be summertime, back-to-school, or the year-end holidays. Whether you’re diligently...
Building Brand Trust with Community and Social Support
ModSquad | 07/09/2020
Online customer reviews have become incredibly powerful in recent years. User-generated reviews and star...
Using Open CRM Platforms to Build Great Customer Experiences
ModSquad | 05/26/2020
“Customer experience” is how many brands are building business today. With an eye toward creating more than...
Ebook Preview: Your Guide to Boosting ROI Through Customer Service
ModSquad | 05/21/2020
“If you’re looking for great ROI, there’s a simple solution that you don’t want to overlook:...
Best Chat Practices for Ecommerce Brands
ModSquad | 03/05/2020
Live chat is more than just a customer service trend, it’s a pillar of business communication. It’s...
Getting Started with Customer Service Automation
ModSquad | 02/04/2020
If your company has been watching the rise of AI usage in day-to-day customer service, you might be looking to...
How to Provide Two-Way Customer Engagement
ModSquad | 01/16/2020
Engagement is a two-way street. Are you operating that way? Your team is effective and efficient, notifying...
Case Study: ModSquad Helps ShipStation Get Ship Done
ModSquad | 11/19/2019
SHIPSTATION’S RAPID INTERNATIONAL SCALE IS GIVEN LIFT BY 24/7/365 GLOBAL CUSTOMER SUPPORT FROM MODSQUAD Next...