Between e-mail, phone, texting, social media, live chat, video conferencing and in person meetings, the methods we use to communicate with one another just keep growing. There are many benefits to the modern age of technology, including new ways to...
10 Ways to Build Customer Trust
The main factor that distinguishes a company that customers feel loyalty towards and those they just do business with is trust. The first step to gaining that trust is to consistently provide quality goods and services, but the factor that...
5 Tips for Providing Great Customer Service Via Email
Email has become the most ubiquitous and basic of business tools. Likely to be the first thing someone checks when starting the workday, email is now the primary method for business communication. As such, it’s imperative that a business think...
Emphasize Customer Satisfaction Over Average Handle Time
Efficiency is a common buzz word in business, regarded by many as the most important metric for improving business practices. Unfortunately, what efficiency means and how to best measure the efficiency of your staff aren’t always easy to calculate. In...
Brand Your Helpdesk, Improve Customer Experience
Branding might seem a concept that falls more into the realm of marketing than customer service, but smart business people know that the two are highly interrelated. The main goals of a helpdesk are to bring greater efficiency to the...
The #1 Customer Service Tool: Your Support Team
Regardless of the many tools on the market that are advertised as essential to the customer service process, anyone in customer service knows the #1 customer service tool any business can employ is a competent, happy, customer support team. It’s...
Clarifying Customer Concerns
A customer service representative must hone a great number of skills to become outstanding at customer support; the ability to communicate well with customers is easily one of the most crucial. Effective communication is especially challenging when working with a...
Tip of the Week: Sending Text Notifications of New or Newly Assigned Tickets
Did you know that it is possible to send someone a text message from an email? Basically, every cell phone number can be sent an email that will be converted to a text if you know the correct email address...
Why Social Media Can’t Replace a Help Desk
With the endless proclamations of how crucial social media is to business, a discussion of its difficulties and limitations often gets lost in the hype. Use of socialmedia in customer service certainly has value and shouldn’t be neglected, but there’s...
Tip of the Week: How to Multi-Select from the Automation Drop-Down Filters
This week's tip is a simple one, but can save time and frustration if you are unsure how to do this. Often, when creating an automation, there is a need to include more than one company, priority, status, or queue...