Su Fen Goh
Su Fen Goh is Founder at Chad.
Articles by Su Fen Goh
How to Connect Chad to Monday.com for Automatic Lead Sync
Connect Monday.com in Chad, authorize the account, choose the active workspace and managed boards, install the widget and verify a test lead in the destination.
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Costly Mistakes: Why Ecommerce Brands Overpay for Customer Support Software
Examine support software costs beyond the headline price, including seats, feature tiers, implementation complexity, training, and automation tradeoffs.
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How to Hire Customer Support Agents: A Practical Scorecard
Define the queue, assess candidates with the same realistic support exercise, and connect hiring decisions to supervised onboarding and clear performance expectations.
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Improving your First Contact Resolution (FCR)
Learn what first contact resolution means and explore ways to improve it through self-service, agent training, shared knowledge, and customer feedback.
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The top 5 customer support KPIs you should care about
Explore five customer support KPIs: first response time, first contact resolution, resolution time, customer effort score, and Net Promoter Score.
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How to make the Chad widget appear on your Shopify store
Follow the Shopify app embed guide to enable the Chad widget, adjust its stacking order if other elements cover it, and save your theme changes.
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Enhanced order tracking: Real-time updates for every shipment
Read about Chad's order tracking update for viewing separate shipments within an order and following a package's progress from pickup through delivery.
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