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The Desk.com 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.

Posts Categorized: Customer Stories

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 »


RJshop’s eCommerce Self-Service Support Is Music to Customers’ Ears

RJshop moves to its own beat when it comes to customer service. This ecommerce company that sells audio equipment to professional DJs and small businesses has a strong philosophy about shopping as a “customer experience” — and believes self-serve customer service plays a pivotal role. To provide a seamless experience for customers, RJshop relies on… Read more »


Customer Service Stories: Lessons from the Pros

We all know good customer service stories when we see them: The employee that takes the extra step to show you where the low VOC paint is or who returns your sneakers with a smile. And on the flip side, bad customer service is also very easy to recognize: The clerk who is too busy… Read more »


How Joist reduced support calls by 70% using Desk.com and Hipmob

In architectural terms, a joist is a supporting piece made of materials like wood, steel or concrete that helps hold the walls, ceiling and floor of a building together. So when Brendon Sedo and Justin Kathan created job management apps for contractors and named their new company Joist, it was a perfect fit. Joist allows… Read more »


Customer Spotlight: Photojojo

When Laurel Sittig joined photography site Photojojo.com, the company was tiny. At that point, founder Amit Gupta and his mom had been manning support requests for the online store and community. Laurel, a fan of the site, got her dream job with the company as a blog contributor and photographer. Photojojo may have been small,… Read more »


In short: Desk.com helps bring the Chubbies brand promise to life

Long live the Chubster Nation! Down with cargo shorts! Free the thighs of men everywhere! With these bold declarations, a company called Chubbies set out to revolutionize the role of shorts in men’s wardrobes. No longer an item of utility, Chubbies says shorts should be the focal point of a wardrobe that conveys a fun,… Read more »


TripADeal’s Fantastic Voyage with Desk.com

If you’re dreaming about your next adventure or vacation, you’re not alone. Norm Black went one better — took his dreams of travel and passion for adventure and turned it into a successful business, TripADeal. The website is known for offering unique experiences at great prices and it’s found a sweet spot with customers looking… Read more »


Customer Service: Front and Center for SpringAhead

The SpringAhead office in San Francisco is a standard startup office — big open room, people building and coding, a skateboard shelf near the door and a huge monitor displaying the status of customer cases in the center of the room. Wait, what? Customer support stats aren’t typical startup decor — or in any office,… Read more »


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

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 »


The Future of Digital Wallets: How Dwolla Manages Customer Needs

When explaining the “digital wallet,” people often use the example of using your smartphone to pay for your morning caffeine fix instead of scrounging for cash or pulling out plastic. But convenient payments are just the beginning. New methods for moving money, where bills or plastic are no longer necessary, are quickly changing consumer behavior… Read more »


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