There’s lots of awesome, exciting stuff coming up in the Desk.com pipeline – and we want to let you know about each piece as it comes out! Our latest release includes a beautiful new layout of the default Notification Template used to notify your agents when a case is assigned to them. Check it out!… Read more »
Have you ever called a business with a problem and spoken to a well-meaning, pleasant customer service agent who can do nothing to help you? You end up liking the employee, but despising the business. Know the Difference between Customer Service and Customer Satisfaction Often businesses believe they can hire friendly customer service agents and… Read more »
All small business owners want to grow their business but there’s a big difference between growth for the sake of growth and smart small business growth. It’s natural to think that the more customers you have, the stronger your company will be but sometimes growth is also about slowing down. Too much growth, or growth… Read more »
It’s one thing to solve customer problems — but if you’re not using customer complaints to improve your processes and products, you’re missing out. Complaints are opportunities to correct problems, says Hien Tran, director of operations at Blissmo, a subscription-based service that sends curated boxes of healthful, organic and sustainable products to customers once a month…. Read more »
If you’ve ever hit “reply all” when you meant to address a challenging issue one-on-one or let the wrong words slip out of your mouth, then you understand how big a crisis can feel, no matter if it’s business or personal. That’s why learning to bounce back from a social media crisis is as important… Read more »
Before the big boom in ecommerce there was the shop around the corner customers would visit to get the latest and greatest products they’d hear and read about. They’d go to the actual store, browse through the aisles at their own leisure, and make a purchase. But today, shopping habits have shifted. With the rise… Read more »
What is customer service? Customer service, by definition, is about serving people. When people refer to customer service, they’re usually talking about the process of getting help before, during or after a purchase. It can also refer to a department within a company that focuses on these processes. But is customer service focused on resolving… Read more »
The latest results from the American Customer Satisfaction Index reveals Amazon.com as the reining and undisputed champ in both Internet retailing and across the entire department in overall customer satisfaction. Amazon’s CEO, Jeff Bezos perhaps more than any business leader has taken the philosophy of truly caring for the customer and ushered it into the digital… Read more »
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. Customer service research firm TARP (Technical Assistance Research Program) developed two statistical models that monitor service by documenting value/ROI… Read more »
The dawn of the digital age and explosive growth of social media has forced the evolution of customer service. In the wake of this “social revolution” has emerged a new kind of ecommerce customer. Desk.com breaks down the qualities and ever-changing expectations of this new customer base as it continues to emerge as a dominating… Read more »
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