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CUSTOMER-CENTRIC CUSTOMER SUPPORT SOFTWARE

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Getting the Focus of Customer Support Back on the Customer Where it Belongs

Flip the Customer Service Script

[fa icon="calendar'] Feb 26, 2015 4:03:13 AM / by Laura Ballam

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(Or Just Ditch it Altogether)

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Guest Post: Top 10 Phrases to Use with Angry Customers

[fa icon="calendar'] Feb 19, 2015 4:14:00 AM / by Guest posted in Business Practices, Hints and Tips

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When it comes to hot tamale customers, sometimes the more you care, the worse you fare. It’s important to decide when to be an actor, when to be a human, or a computer. Throughout it all, remember that the more validation and empathy, the better -- nobody likes to be angry alone. Call centers often employ workforce management software to get in depth analytics about customer interaction. These can be extremely helpful to better understand you customers but also yourself – the call taker. Here are the best tips for dealing with red hot customers – use with wisdom and as applicable to your situation.

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5 Tips for Hiring the Best Support Team

[fa icon="calendar'] Feb 12, 2015 4:00:59 AM / by Laura Ballam

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Customer service is arguably the most important role in any company's continuing success because customer support reps have the most regular, ongoing contact with your customers. They are the face of your company on a day to day basis.

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G2 Crowd Help Desk Users Rank Us Highest in Customer Satisfaction

[fa icon="calendar'] Feb 6, 2015 5:35:00 AM / by Laura Ballam posted in Cloud-Based Help Desk, News - Help Desk Software Solutions, Features - Help Desk Software Solutions, Best Client Support Software, Best helpdesk software, Web-Based Help Desk Software, Announcements, What is the best helpdesk software, compare customer support software, compare customer service software, help desk reviews, compare help desk software

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G2 Crowd recently released their Winter 2014 Crowd Help Desk Best of Breed Grid report, and we're proud to be ranked #1 in customer satisfaction among users!

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Guest Post: Choosing the Right B2B Customer Support Software

[fa icon="calendar'] Feb 3, 2015 4:29:29 AM / by Guest posted in Hints and Tips, B2B customer support, Customer Support Software, Features - Help Desk Software Solutions, Help Desk Software, Best helpdesk software, What is the best Customer Support Software, Customer Service Software, Ask the Expert, What is the best helpdesk software

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Choosing the right customer support or customer relationship management software isn't simple. Since customer service enables companies to gain a competitive edge through allowing them to efficiently handle customer relationships during and after the actual sale, the customer support software industry is quickly growing. It is also generating an increase in a variety of vendors looking to make the most of this flourishing market. To help you avoid purchasing mistakes, below offers some steps companies should stick to when choosing customer support software:

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Are you Making the Most of Your Customer Support Knowledgebase?

[fa icon="calendar'] Jan 29, 2015 4:27:52 AM / by Laura Ballam posted in Business Practices, Hints and Tips, knowledge management, Customer Support Software, Features - Help Desk Software Solutions, Customer Service Software, knowledgebase

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As customer service reps, our jobs are to address a customer’s issues as fully and as quickly as possible. In a perfect world we would sit with each and every customer in person and tell them what to do the moment something goes wrong. This way not only would they have no time to get frustrated, they would also be impressed by the instant assistance.

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When it Comes to Customer Support, the More the Merrier!

[fa icon="calendar'] Jan 22, 2015 4:14:18 AM / by Laura Ballam posted in Hints and Tips, Customer Support Software, Features - Help Desk Software Solutions, Collaborative Customer Support Software, Customer Service Software, Collaborative Ticket System, Effective Communication

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In the past we’ve discussed reasons why Team Support is the best customer support app, especially for B2B companies. Collaboration is at the top of this list, since it lets many team members work together on the same problem. It also prevents confusion when it comes to helping customers as wires don’t get crossed and messes don’t get made when different customer support agents encounter the same customer.

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Understand Where Your Customers are Coming From

[fa icon="calendar'] Jan 15, 2015 4:32:30 AM / by Laura Ballam posted in Hints and Tips, customer experience management, Customer Support Software, Better Customer Service, Customer Service Software, Customer Management, Ask the Expert, Effective Communication

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There’s something about not being heard that drives us all crazy. When somebody isn’t listening to what you’re saying it makes you feel unimportant and disrespected. It’s infuriating and can make a bad experience even worse.

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How is B2B Customer Support Different from B2C?

[fa icon="calendar'] Jan 8, 2015 4:05:59 AM / by Laura Ballam posted in B2B customer support, customer experience management, Customer Support Software, Help Desk Software, best customer support software, From the CEO, Customer Service Software

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What Does B2B Mean?

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How to Choose the Best Help Desk Ticketing System for Your Business

[fa icon="calendar'] Jan 2, 2015 4:40:33 AM / by Laura Ballam posted in Hints and Tips, Features - Help Desk Software Solutions, Ask the Expert

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If one of your New Year’s Resolutions is finally getting a handle on your customer service, then you may be looking at help desk ticketing systems. Systemizing and automating your help desk goes a long way to creating happy customers, which in turn creates MORE customers.

However, finding the best help desk ticketing system for your company can be a bit of a pain. There are several out there, all of which promise a lot of things. Before you sign up, make sure your help desk ticketing system meets these 3 basic requirements:

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