Melissa RosenMelissa is a CX Lead and content creator at Groove. Her background spans running customer support and experience at startups to running script changes on live TV shows. Her goal is to help businesses grow by offering practical and actionable ways to improve customer experience.
Melissa Rosen's favorite posts
Customer Experience Analytics: 10 Metrics to Get CX a Seat at the Table
Get the 10 most valuable customer experience analytics for small-medium businesses, broken down in practical terms, with real-life examples.
The Complete Customer Experience Guide: How to Create a CX Strategy for Your Business
Customer experience, also known as CX, encompasses every touchpoint between your business and your customers. It includes the entire customer journey from potential sales lead to onboarding to customer service interactions.
Defining the Customer Experience Specialist: How CX Managers Can Clarify Roles & Hire for Growth
The process for hiring a customer experience specialist is broken. Find out how leaders and job seekers can fix it with three strategies.
All of Melissa Rosen’s posts
20 Best Customer Support Tools: Our Favorite Budget-Friendly and Scalable Solutions for Growing Teams
Our favorite tools for growing businesses looking to keep costs down and efficiency way up.
Zendesk vs Freshdesk vs Groove: 3 Real Questions Answered
Using real customer questions as our guide, we compare Groove to Zendesk and Freshdesk.
How We Avoid Outsourcing Customer Support (Plus 3 Tips If You Absolutely Must)
Eight ways we managed to save money, time, and customers by keeping support in-house.
9 Customer Success Strategies That Actually Scale (Plus 4 Metrics We Track)
Nine real customer success strategies we use at Groove, along with templates to set them up yourself.
10 Customer Service Apps to Help Scale Your Support
This list compiles the top customer service apps to help customer service teams save time, reduce effort, and provide holistic customer support.
How We Support 10,000+ Users With Only 2 Customer Team Members: 9 Tips for Remote Customer Support
How we built a highly effective (and super lean) remote support team.
5 Tips for Onboarding Your Team to New Customer Support Software
Onboarding employees to new customer support software can be a challenge. This guide will help you conquer it.
Moving to Online Customer Support: 8 Tips to Ease the Transition
Our best advice for smoothly transitioning your team to online customer support.
10 Customer Service KPI Metrics You Should Be Measuring (And How to Improve Them)
Discover and hone ten customer service KPI metrics, complete with definitions, examples, and solutions to help you improve them.
How to Write a Customer Service Job Description to Attract Top Talent to Your Team
Craft the perfect customer service job description to find the right fit for your organization.
Customer Service Email Templates: One Response Example (to Rule Them All) & Five for Tough Situations
Download and use these email templates to navigate even the most complicated scenarios and deliver great customer service.
The Best Customer Service Platform for Small Businesses: 4 Unique Ways We Use Groove
Rather than a vague list comparing the best customer service platforms, we’re breaking down why Groove works for our small business. Find out how our customer service software could work for you too.