Blog · Customer service & automation
Practical guides for better customer contact
Step-by-step explanations you can carry out yourself, with examples from businesses in Suriname and templates to download.
Customer service & automation
How to set up WhatsApp Business for better customer service: a practical guide for small businesses
Set up the free WhatsApp Business app step by step and agree on who answers messages, so no customer question is left waiting. Includes ready-to-copy message templates and a checklist.
11 min read
Customer service & automation
How to track missed calls: set up a simple callback system for your small business
Track missed calls with a callback list, set callback times, call scripts and a clear rule for when to stop. That way every missed call gets followed up, in a notebook or a spreadsheet.
9 min read
Customer service & automation
How to build an appointment tracker and follow-up system in Google Sheets or Excel
Build an appointment tracker and follow-up list in Google Sheets or Excel step by step: the right columns, fixed statuses, drop-down lists, one formula for what needs to be done today and a ten-minute daily routine.
10 min read
Customer service & automation
The right customer service KPIs: what should a small business measure?
Which customer service metrics are worth tracking for a small business, how exactly do you calculate them, and how do you review them in a fifteen-minute weekly meeting? With formulas, pitfalls and a step-by-step example.
10 min read
Customer service & automation
How to improve customer service without hiring more staff: organize your processes first
Eight changes you can make with your current team: sorting requests, fixed roles and handoffs, check times, self-service, quick replies and one follow-up list. Plus: how to tell honestly when you really need extra help.
11 min read
Customer service & automation
How much do missed customer requests cost? How to make a realistic estimate
An honest way to calculate it: first count what you know for certain, then make your assumptions visible and work out a low, middle and high scenario. With formulas, a step-by-step example and a seven-day count.
9 min read