Desk.com Blog

Learn customer support strategies from our customers, partners, and expert bloggers.

Posts Categorized:Customer Service

7 essential support metrics you should start measuring today

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 »

Why Twitter is your most important support channel

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 »

There’s an app for that…

It’s no secret that we’re always looking to give our customers the most choice when it comes to extending their Desk.com customer service environments. We haven’t figured out how to make Desk.com wash windows –yet– but if you’re looking for an integration to add telephony, chat, or even tutorials for your help center content, there’s… Read more »

Offer #awesome support on social

Do you need more than one social account? What’s the best way to train support agents on social? How do you integrate Facebook with your other channels? What if someone asks a technical question on Twitter? How should you handle haters? Our new e-book has the answers to these questions, and more.   Most companies… Read more »

Communicating with customers via Auto-Acknowledgments

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 »

Why social media should become your center for customer service

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 »

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