You started a company. You built a product. You shipped it to customers. Now the fun really begins! You’ll need to deal with complaints. Shipping issues. Lost messages. And maybe a bug or two. So, this next suggestion might seem like just another hassle for your small business, but: If you put customers first in… Read more »
With so many ways to leverage data, it is no surprise that organizations – and especially startups and small businesses – can become overwhelmed with making sense of it. Your customers are truly your single source of truth. They contain a wealth of information in helping you increase support efficiency and building a scalable business… Read more »
It was Friday afternoon and I could hear my service rep struggling with a customer over the phone. Finally, the unavoidable occurred: our “problem” client was unsatisfied and wanted to speak with the owner – again. He was unhappy about the production time of his custom displays and didn’t understand why he needed to approve… Read more »
Offering support for one of today’s mobile apps is not like supporting any other type of product. Just ask Hinge, a popular dating app that helps customers find partners within their extended social networks. One of the unique challenges is that customers are quick to share negative opinions on the app-store — often anonymously —… Read more »
Startups and SMBs face tough competition – from more reputable companies, to the startup that just invaded their space and is gaining traction, to the company that just pivoted and is now fighting for market share. With so many solutions on the market, and more being developed each day, it is essential that startups and… Read more »
This post was originally published on Small Business Trends. While we hear about how important it is to be a “mobile-first” business today, it’s no more important to the success of a company than being thought of as a service first organization. And, according to a recent Desk.com study, you won’t be viewed as a… Read more »
This post was originally published on the Salesforce blog. If you’ve ever been led or worked for a startup or small business, you probably won’t be surprised to learn that most small-business principals expect their companies to grow this year. This may seem obvious; you don’t exactly start a business expecting to fail. But entrepreneurs… Read more »
Imagine this: You’re having trouble with an app, but to get help you have to close what you are doing, open your email, send a message, and then wait for someone to get back to you. If you’re like most people, you don’t like to go to a separate site or experience when you need… Read more »
Only days after introducing the ability for enterprises to embed its popular support delivery service into their mobile applications, Saleforce.com Inc. hopes to extend the same benefits to customers of the slimmed-down edition for small- and medium-sized businesses. Except, that is, the other way around. The update to Desk.com brings the option to embed partner-developed… Read more »
As a startup or small business, one of the quickest and easiest ways to help customers is by offering an online support center where they can find answers to questions on their own. If done right, a great support center is packed with useful information and can also be a seamless extension of your brand…. Read more »
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