Product Updates

New! Notification Template Design

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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 »


Customer Experience, Customer Service

Customer Satisfaction and What it Means to Your Business

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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 »



Customer Stories, Small Business, Videos

How Customer Complaints Can Influence Your Small Business: Customer Spotlight Blissmo

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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 »




Customer Service

What’s Your Customer Service Philosophy?

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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 »


Best Practices, Customer Service

7 Lessons You Can Learn from Jeff Bezos About Serving the Customer

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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 »


Experts Corner

How to Quantify the Economic Impact of a Customer Service Model

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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 »