Twenty years ago, I built a customer support team from scratch. In those days, we did mostly phone support (though, to our credit, we had fledgling online community and an email support team). Customer service tools like Desk.com did not exist. I had to spend $100,000 and 3 months building a rickety system on top of an Oracle database!
Today, for the price of a daily latte at Starbucks, you can give everybody in your company a cloud-based customer support system like Desk.com. And while technology has changed, the reasons we care about great customer service haven’t. Customer service can be your company’s key to greater profits, happier employees, amazing word-of-mouth marketing, and unshakable customer loyalty. We know this to be true at Desk.com and we want to be the company that brings you the best information on how to use service to improve your business.
In the spirit of National Customer Service Week, we’re introducing two new regular expert guest writers to the Desk.com blog: John Tschohl and Hank Brigman. Recognized customer service experts, John and Hank will draw from their many years of experience to share methodologies, tips and best practices.