Maintain your customer service edge

The Blog is a storehouse of support guru best practices, infographics, and social media strategies that you can use to perfect your brand of hero-quality customer service.

Kate Mirkin

Kate Mirkin

Kate Mirkin is the Product Marketing Manager at She works closely with the Product team to help identify and promote the features that customers need most. She creates dynamic content to help internal teams and customers use and understand and all it has to offer to become Support Heroes. is On the Road and Heading Your Way

With spring busting out all over, we are hitting the road to bring our passion for customer support to a city near you!  We’ve got best practices to share, advice to spare and tips for flair in providing exceptional service to your customers.  Join us to hear from other fast-growing companies about how they use… Read more »

Introducing Postmark: A Better Way to get Email into Your Support Inbox

Did you know that recently partnered with Postmark in order to make it even easier for you to email your customers? Postmark has applied years of experience in getting email to the inbox to give customers a better solution. They’ve removed the headaches of delivering and receiving transactional email for web applications with minimal… Read more »

Announcing Next Generation Business Insights for

At, we have always believed in providing our customers with cutting edge, industry leading functionality – from an out-of-the-box setup, to an intuitive superfast agent interface.  Today, we are excited to announce New Business Insights,’s next generation Reporting and Analytics. is the only customer service application on the market today to offer… Read more »

Turn Support Agents Into Holiday Heroes By Triaging Cases

One of the biggest mistakes you can make during the holidays is not providing a process for your support team to efficiently and effectively handle all of your incoming cases. Unfortunately, an inbox full of hundreds of customer inquiries that grows by the hour has the ability to slow any agent down. An effective process… Read more »

3 Amazing, New Top-Requested Features

At, our product team works hard to serve the needs of the customer. After months of gathering feedback, our developers have gone above and beyond to build the tools our customers have been asking for. This week, we’re bringing you a triple whammy of three top-requested features. We are pleased to announce: Label Color… Read more »

Sneak Peek: New Reporting is on the Way! has always believed in providing our customers with cutting edge, industry leading functionality – from an out-of-the-box set up to a beautiful, easy to use interface. Starting this week, we’re getting ready to set the standard for support analytics as we kick off our beta release of our new reporting functionality. This week, we’re… Read more »

Self-Service, Simplified: Introducing Multi-Brand Support

Here at, we believe that the happiest customers are those that can help themselves by finding their own answers. So we strive to make it easy for you to provide each customer with an outstanding self-service experience with your company, product, and or brand. Now, we’ve made it even easier by allowing companies to… Read more »

Faster Support on the Go: Introducing Reply by Email is proud to introduce  Reply by Email, a new feature which enables you to provide incredibly fast responses to customers simply by replying to any Case Notification email.   In today’s age of constant connectivity and instant solutions, customers expect support anytime, anywhere. That’s why we’ve made it easier than ever for support agents… Read more »

Change Customer is Here!

We rely on you – our customers – for feedback on making our product better, faster, and easier to use. We’ve been hearing you tell us how important it is for you to be able to change the customer associated with a case. Cases are forwarded in, or sent from an incorrect e-mail address, or… Read more »

New! Notification Template Design

There’s lots of awesome, exciting stuff coming up in the 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 »

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