Social Media has grown to be an integral part of our personal lives in this digital age. Many of us ‘Like’ or ‘Follow’ our favorite schools, churches, service providers, brands, stores, and even celebrities. As a small- to-medium-sized business, you may consider going social for marketing purposes, but have you considered taking to social media… Read more »
What words come to mind when we think of great customer support? Empathy, patience, and positivity perhaps. But what about metrics? While I agree that support is ultimately about people, metrics are how we measure our performance and inform improvements. To boost your customer support strategy, take a left and right-brain approach by tracking these… Read more »
We’ve entered the age of the social customer. Today’s customers have a lot of power, and their voices are amplified on Facebook, Twitter, LinkedIn, and other social channels. Not only do they research brands online, but they’re vocal about sharing their opinions. In case you’re still not convinced that you need to make social a… Read more »
True or false – auto-acknowledgments are just meant to let your customer know that you’ve received their question? Don’t answer, it’s a leading question. :) Indeed, auto-acknowledgements are an extremely handy tool that lets your customers know that you’ve received and are working on their request. If you don’t have one set up yet, see… Read more »
Is your business moving into new markets? If you want expansion to be more of an overseas holiday than a Chevy Chase movie, you need to do some advance planning. Thank goodness we know exactly what you need to consider before you take your support global. Check out our new infographic to learn ways… Read more »
Social media has quickly grown to become an essential part of modern business, but many people view it one-dimensionally for its marketing benefits. However, at its core, social media is about communication, and that makes it a perfect fit for your customer service strategy. If you aren’t already using social media as an integral medium… Read more »
Today’s customers are notoriously impatient. They want to be able to get the information they need, when they need it — and they don’t want to wait. Most would rather browse a support portal to find their own answers than pick up the phone and try to explain their problem to an agent. The problem… Read more »
Part of the joy and continual challenge of any business is keeping up with your customers’ ongoing needs and questions. Just as your products and services evolve, customer feedback shifts and evolves over time. This makes it absolutely crucial to have an ongoing dialogue with your customers to have an understanding of those needs. When… Read more »
Conrad Chu isn’t a restaurateur, grocer, chef or food critic. But for intel on gastronomical trends in two of America’s food meccas, Chu is your man. “In San Francisco, everybody loves kale, whereas in Seattle, there’s a real affinity for Italian food,” he says. Chu’s 4-year-old meal-delivery company, Munchery, used to come by that information through trial… Read more »
Next week, the Desk.com team is headed to Las Vegas for Collision — a new type of tech conference that brings together the entrepreneurs who are building the hot startups of tomorrow and the ones that are managing the successful businesses of today. We’re all about helping small businesses grow with fast, awesome customer service,… Read more »
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