John Tschohl, called the “guru of customer service,” by USA Today, Time and Entrepreneur magazines, is a best-selling author, service strategist and president of Service Quality Institute. John is a regular contributor to the Desk.com Blog Expert Corner series. Businesses commonly lose 15-20% of their customers each year, but when you cut this in half, the average… Read more »
When explaining the “digital wallet,” people often use the example of using your smartphone to pay for your morning caffeine fix instead of scrounging for cash or pulling out plastic. But convenient payments are just the beginning. New methods for moving money, where bills or plastic are no longer necessary, are quickly changing consumer behavior… Read more »
If you haven’t heard of DealerFire yet, it may be because you’re not in the automotive industry. In the world of car dealerships though, DealerFire’s reputation for creating killer custom car-dealer websites and innovative automotive marketing campaigns is second only to its reputation for the great care it gives customers. From the start in 1999,… Read more »
Leaders, how is customer service defined in your organization? In Wikipedia, you will find customer service defined as the provision of service before, during, and after a purchase. Customer service defined this way (as an operation) inspires few to the heights of service greatness. It does lead to structured processes, procedures, scripts, and metrics that leaders often mistake for customer… Read more »
We know how important your data is to you – the better your data, the better decisions you can make about your business. Providing our customers with better reporting that helps you identify opportunities for improvement for your product or service is a top priority for the team here at Desk.com. So, we want to… Read more »
10 Insights to Deliver Amazing Customer Service from Desk Amazing Service is Not a Given Think back to the last time you interacted with a brand. Did you have a great experience? If you didn’t, the organization probably didn’t do an effective job translating the vision of the company – to provide amazing service –… Read more »
There was a time when online communities attracted the fringe of society. Today, Facebook, YouTube, Twitter and more make life online the norm, while increasingly, knowing a neighbor well enough that they’ll loan you a cup of sugar is, well, not as common. One of our newer members, the hot startup Nextdoor, struck a balance… Read more »
Happy employees boost the bottom line of companies by 240%. Why? Because of the simple truth — happy employees make happy customers, which results in amazing customer service. At the end of the day, it’s about how you make people feel that matters the most. And when you build an awesome company culture that puts people first,… Read more »
Ever planned an event? Whether it’s a raging happy hour, a seminar with speakers or a smaller gathering, there are a million details event planners have to manage to pull off a successful activity. The one thing they want to set-and-forget is the invitation. Enter TicketLeap, a self-service online ticketing platform for event organizers to… Read more »
We’re excited to announce our new Desk.com API v2! With over 1,500 developers using our API, we’ve incorporated your feedback and updated our interface to make it more in-line with the most commonly asked-for requirements. Now, you can: Create notes on a case Create, update, and list companies Create reports Access meta data for custom… Read more »
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