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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: Thought Leadership


Don’t Get Terminated: Adapting to Wearable Technology

Before his infamous nude rampage in Terminator 2, Arnold utters the unforgettable line, “I need your clothes, your boots, and your motorcycle.” And also that really cute mood ring… What people often forget, however, is how the T-800 decides on this particular guy and his fashionable pair of leather chaps. In the scene, the super… Read more »


5 Keys to Building a Stellar Customer Support Process

In the age of instant online feedback, customer support is a critical capability for any company – whether it’s a SaaS software company, a physical goods manufacturer or a consumer-facing online service. Quickly and thoroughly addressing questions or concerns helps your sales team, reduces churn, spreads positive word-of-mouth and establishes a trusting relationship with that… Read more »


5 Ways To Handle A Disappointed Client (Even If The Customer Is Wrong)

A former boss once told me, “The customer is always right, except when they’re wrong. But even when they’re wrong, you’ve gotta make them feel right.” That adequately describes the delicate balancing act that is Customer Service. Customer Service Reps worldwide will tell you that few clients reach out to thank a company for doing… Read more »


5 Reasons to Model Your Customer Service Around a Hospital

When I went into a hospital with my wife recently, I was expecting good care. I was expecting optimal recovery. What I wasn’t expecting, however, was to be inspired by some of the most efficient, exceptional customer service operations that I have ever witnessed. Here are the top five things I observed which you can… Read more »


How To Turn Your FAQs Into Valuable Knowledge Base Articles

With online and mobile applications being more popular than ever, there’s a plethora of useful tools available to small businesses and do-it-yourselfers. If you have a specific problem, a simple Google search will usually put you on the right track for finding a solution. Once you actually find the tool you need to solve your… Read more »



6 Surprising Lessons Recruiters Have Taught Me About Customer Service

On the surface, recruiters and customer service professionals don’t seem to have much in common. Recruiters are professional matchmakers: connecting companies and candidates to make successful hires. Customer service pros help out people who have problems with their company’s product or service. They sound nothing alike, right? Surprisingly, recruiters and customer service pros have more… Read more »


Why the Best Customer Service is Invisible

You’ve heard it time and time again—customer service is a very hands-on part of a business and if you rely too much on technology, you’re driving away customers. This can certainly be true at times, but not all the time. In fact, the best customer service is invisible and readily used by companies that are… Read more »


Customer Support = The Most Important Team

Not that long ago, customers only ever really interacted with sales staff. The internet, and the way we buy things, has changed all that. ‘Pay as you go’ is the way we are going We have started to subscribe to things, rather than buy outright now: We stream music instead of buying CDs or downloads… Read more »


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