EbookCustomer Support
The Professional Customer Support Playbook
Better replies, fewer escalations, a clear path from agent to leader.
View ebook $19.99
Resource library
Professional resources for customer teams
Every ebook, guide, template, checklist and playbook on Clarivoxx, in one place. Guides, templates and checklists are free; ebooks are paid PDFs with a free sample chapter.
Featured
EbookCustomer Support
Head of Support
The blueprint to build, staff and lead a 50-agent support department, with the dashboards I used.
View ebook $39.99
EbookProductivity
AI at Work
152 prompts and 30 workflows for email, support, career and business, with a human check built in.
View ebook $29.99
All resources
21 resources
EbookCustomer Support
The Professional Customer Support Playbook
Better replies, fewer escalations, a clear path from agent to leader.
View ebook $19.99
EbookCustomer Support
Head of Support
The blueprint to build, staff and lead a 50-agent support department, with the dashboards I used.
View ebook $39.99
EbookProductivity
AI at Work
152 prompts and 30 workflows for email, support, career and business, with a human check built in.
View ebook $29.99
GuideCustomer Success
Customer Success: The Complete B2B SaaS Guide
Learn how customer success works in B2B SaaS: the operating model, onboarding, health scoring, QBRs and retention metrics, with templates you can use this week.
Read the guide Free
GuideCustomer Experience
Customer Experience: A B2B SaaS Practitioner's Guide
How to design, measure and improve B2B SaaS customer experience: journey mapping, CSAT vs NPS vs CES, voice of customer and the fixes that move retention.
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GuideCustomer Experience
Customer Experience Metrics: 12 KPIs and Formulas
The 12 customer experience metrics worth tracking: CSAT, NPS, CES, FCR, response and resolution time, churn, retention and CLV, each with formula and example.
Read the guide Free
GuideCustomer Support
Customer Support: The B2B SaaS Operations Guide
Build a B2B SaaS support operation that resolves fast: tiering, escalation matrix, quality review, staffing across US time zones and the metrics that matter.
Read the guide Free
GuideCustomer Success
Customer Success Metrics: Formulas and Benchmarks
Every core customer success metric with its formula, a worked example and US B2B SaaS context: churn, GRR, NRR, health score, time to value and CSM KPIs.
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GuideCustomer Success
Customer Success Operations (CS Ops): A Practical B2B Guide
What customer success operations is, what a CS Ops team owns, the tech stack, the metrics it reports and a 90-day plan to set it up in a B2B SaaS company.
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TemplateCustomer Support
QA Scorecard Template
Build a QA scorecard for phone, chat or email with points and auto-fail items, then score a sample interaction.
Open the template Free
TemplateCustomer Support
Escalation Matrix Template
Severity levels, response and resolution targets, and who owns a ticket at each level, plus an escalation log.
Open the template Free
TemplateCustomer Support
Call Center Budget Template
Staffing from volume and handle time, then people, tools, hiring and overheads: monthly, annual and per contact.
Open the template Free
TemplateCustomer Support
Performance Review Phrases + Generator
Rate an agent on 8 competencies and get a written review with strengths, areas to develop and goals.
Open the generator Free
TemplateCustomer Success
Customer Success Plan Template
A one-page plan covering outcomes, success measures, stakeholders, cadence and risk signals.
Open the template Free
TemplateCustomer Success
QBR Template for Customer Success Teams
A free QBR template for customer success teams: agenda, slide-by-slide structure, the data to prepare and the closing decision that books your next quarter.
Open the template Free
TemplateCustomer Success
Customer Health Score Model for B2B SaaS
A customer health score model for B2B SaaS: five components, starting weights, a worked scoring example and a quarterly check so the score stays trustworthy.
Open the template Free
ChecklistCustomer Success
Customer Onboarding Checklist for B2B SaaS
A free 90-day B2B SaaS customer onboarding checklist: sales-to-CS handoff, kickoff, configuration, training and first measured outcome, with owners and dates.
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TemplateCustomer Experience
Customer Journey Map Template for B2B
A one-page B2B customer journey map template: stages, decisions, expectations, reality, evidence and owners, built for multi-stakeholder SaaS accounts.
Open the template Free
ChecklistCustomer Support
Support Team Health Check
14 questions about your support team, a score out of 100 and an action plan for the weakest areas.
PlaybookCustomer Support
SOP & Knowledge Builder
Write standard operating procedures, escalation rules and policies from ready-made templates, then export them.
Open the builder Free
PlaybookCustomer Success
Multi-part series
Step-by-step playbooks published as article series, to read in order: retention, health scores and more.
Browse the series Free