The holidays are supposed to be a happy time, but for many shoppers they can be a big downer. Crowded stores, traffic jams, and long lines at checkout. A recent survey sponsored by Desk.com showed that expectations have grown so low that 42% of Americans now assume that customer service will take a nosedive over… Read more »
If you’re a consumer of anything, you’ve heard this phrase before, but how often has it rung true for you? Truth be told, it’s impossible for service reps to take every piece of feedback from customers and incorporate into their business model. For that reason, businesses need to stop making the claim “the customer is… Read more »
When you’re about to launch your first startup, you probably have a hundred questions going through your mind at any given time. How much money do I need? Whom should I hire? Where can I find investors? How much equity should I give away? Most entrepreneurs find the answers in the process, but there are… Read more »
What’s the secret? Why do some small businesses hit the jackpot while others quickly fizzle out? Today, it takes more than a great idea, capital, & a ping-pong table to get a business off the ground. Customer service needs to be a part of your company DNA from day one. At Dreamforce ’15, Desk.com CMO,… Read more »
It’s only 51 days until Black Friday and smart retail businesses are already ramping up their customer support. What can small businesses do now to make sure they are ready? We sat down with Anthony Soohoo, Co-founder and CEO of fast-growing furniture retailer Dot & Bo, to talk about the importance of customer service to… Read more »
Did you know it’s National Customer Service week? Yes, that’s right. Since 1992, the first week in October has been dedicated to celebrating the importance of customer service in helping businesses grow. But support is important all year long. Here are four ways you can be sure to offer awesome customer service 365 days a… Read more »
Startups can be crazy, exciting places to work. While it can often feel like there are more balls in the air than hands to catch them, somehow everything ends up getting done. This is because, many times in startups, people from one department jump into another department to tackle the tasks at hand. The collaborative,… Read more »
We all know that honesty is the best policy, but did you know only 4% of your customers will actually tell you if they’re unhappy? That means 96% of your customers might be bottling up any dissatisfactions. Talk about passive-aggressive! Sure, there are tools available to help businesses understand how customers feel about their company… Read more »
Today’s customers are demanding, but not always in the ways you think. With ubiquitous Internet access and practically limitless information available online, users have grown accustomed to finding answers to all their problems. In 1995 a “needy” customer was one who demanded a level of attention comparable to babysitting, with near-constant supervision and willingness to… Read more »
Customer service is critical for small businesses. It’s important for both attracting new customers and for retaining the ones you already have. But when done right, customer service requires a really specific skill set. Here are four questions you can to make sure you’re hiring the right people for your customer support team: HOW WOULD… Read more »
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