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
Business Apology Email Example: A Customer Service Template to Restore Loyalty
Despite the unfortunate circumstances, your business’ apology email can salvage even the most crushing mistakes. Here’s a template that’s been proven to work.
How we saved 40,000 hours by moving off a Gmail shared inbox
Small and scrappy doesn’t have to mean inefficient. Find out how and when it’s time to move from Gmail to a real Shared Inbox.
These 8 Autoresponders Improved Conversions By 250%
Our most successful autoresponder email campaigns—now yours for the taking (and learning).
Customer Service Software: A Guide to Finding the Right Fit for Your Business
Learn the basics of customer service software and how to tailor it to your specific needs.
10 E-commerce Customer Service Tools That Will Grow With Your Business
Lay the foundation for outstanding (and scalable) e-commerce customer service with these must-have tools.
Gmail vs Outlook vs Groove: Which Inbox Provides the Best Experience for Your Customers?
We take a customer-first approach to compare Gmail to Outlook to Groove for growing businesses.
Buying a Customer Support Platform? Here Are 6 Mistakes to Avoid
We expose the mistakes most small businesses make when choosing software, so you can avoid them.
10 Growth Opportunities Hiding in Your Customer Support Software
Learn how to use your customer support software as a catalyst for growth.
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.