Kaushik

What Our Vetting Process Looks Like Behind the Scenes at SupportHire

Hiring customer support isn’t just about finding someone who can answer a phone or type a quick reply. In today’s customer-first business environment, the people behind your support desk are the voice of your brand, and one poor interaction can cost you a loyal customer. At SupportHire, we

Customer Support: Definition, Importance, + Tips

Ever spot a moment online that stops you in your tracks? Like that viral Coldplay kiss-cam incident where a CEO and HR chief found themselves in an awkward spotlight, only for the footage to spread like wildfire and spark conversations about professionalism, privacy, and workplace etiquette? It’s a perfect

Why Voice and Personality Outshine Scripts in Customer Support

When most of us think of customer service, we picture customer service software, AI-powered help desks, or chatbots answering basic questions. These tools did in a way transform how brands operate, but the truth is: loyalty isn’t built on speed alone, it’s built on human connection. If you

Scripted vs Personalized Responses: What Really Drives Higher CSAT?

Picture this: It’s 11:30 PM. You’ve got a problem with your recent order and finally get through to support. But instead of someone actually helping, you get a robotic, pre-written response that doesn’t even relate to your issue or even worse we'll get back

How Kahawa 1893 Brewed a Shark Tank-Worthy Customer Experience with SupportHire

Running a business is hard. Running a purpose-driven, women-led coffee brand with deep roots in East African heritage, while scaling eCommerce? Even harder. When you’re managing everything from logistics to marketing, your support inbox shouldn’t be the thing that keeps you up at night. That’s exactly where

The Psychology Behind the Best Customer Service, and How SupportHire Trains for It

We’ve all had that one support experience that made us rage-close a tab. And we’ve all had that rare, incredible one, where a rep just got it. They weren’t robotic. They were kind, quick, and knew exactly how to help. That’s the kind of customer service

The Unique Challenges of Food & Beverage Support, and How We Staff for It

Let’s be real: if there’s one industry where good customer service can make or break your brand overnight, it’s food & beverage. One wrong order, a late delivery, or a missed allergy detail, and boom, you’re not just losing a customer; you’re risking a negative

Shopify Dropshipping? Here’s Why a Virtual Assistant Can Save You 20+ Hours a Week

If you’ve ever heard the word “dropshipping” tossed around on YouTube or in Reddit threads promising passive income, you’re not alone. It sounds tempting: no inventory, no warehouse, no huge upfront investment. But behind that seemingly simple setup is a whole lot of chaos that no one really

How to Budget Smartly When You Hire Customer Support for Your Brand

Hiring customer support shouldn’t feel like a luxury or a risk. Whether you're launching your Shopify brand or scaling post-product-market fit, building a smart support budget is one of the most strategic moves you can make. Many eCommerce brands either overspend on full-time agents or underinvest in

Signs It's Time to Hire a Customer Support Team for Your Online Store

When you first launch an online store, you're wearing all the hats: founder, marketer, inventory manager, and yes, customer support agent. At first, it works. You reply to every email, manage DMs, and solve shipping issues with a smile (or a deep sigh). But as your business grows,