Maintain your customer service edge

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

4 steps for creating brand evangelists with customer service

Many people think customer service is just about answering questions — how a product works, when the next version will come out, why a delivery is late. But for small and medium businesses, it is so much more. It’s one of the most powerful and cost-effective ways for you to drive loyalty and repeat business,… Read more »


Connecting on a human level through online customer support

Chances are, you’ve experienced the crushing frustration of going in automated phone tree circles, trying to the find the magic combination of buttons to press to speak with a customer service representative. Or perhaps you’ve struggled with faulty apps that disconnect while you try to live chat with a representative. It’s exactly this type of inconvenience… Read more »


6 low-cost technology trends to improve SMB customer service

Decades ago, long before faxes and emails, customer service was mostly dependent upon telephone contact, aside from actual face-to-face interaction with your customers. With all of our new technology, it’s more important than ever to interact with your customers online since that is where the vast majority of them are doing their business. If you… Read more »


Recap of the SMB experience thus far at Dreamforce 2014

We’ve officially wrapped up the first day of Dreamforce breakout sessions, keynotes, and the opening of the Cloud Expo and to celebrate, we thought we would review our top highlight from yesterday. We had to give the honor to the “Paypal Mafia” which includes Reid Hoffman, co-founder of LinkedIn, Max Levchin, co-founder and CTO of… Read more »



5 tips on building an epic customer-support team

Let’s face it: When every move your company makes can be easily amplified to thousands over the social web, you need to make every interaction with your customers exceptional. And to deliver awesome service, you need an awesome service team at your back. While your “call center” may actually be your startup’s garage, you still need to put… Read more »


The official Desk.com hackathon

The Desk.com Engineering culture is very close to our hearts and we thought the best way to channel our team’s creative juices was to have a Hackathon. We work with a modern stack that includes Ruby on Rails, AngujarJS, Sinatra, Redis and Elastic Search but continually look to evolve our architecture to support our aggressive… Read more »


How to hire for your customer support/help desk

When you are filling IT customer-support and help-desk positions, getting the right people is critical. They interact with both your internal team and your customers, and the satisfaction of both of these groups is a priority. With that in mind, we’ve put together some steps that will help you find the right person. 1. Assess… Read more »


5 ways to grow your business with customer service [infographic]

How does an SMB with limited resources, time, and money compete against the big fish? You need to engage the blowfish effect. If you haven’t heard of the blowfish effect, it’s the act of making your small business appear larger than it really is so you look like the big fish in the pond. Awesome… Read more »


5 things I wish I knew before I became a support agent

I’ve had a lot of different roles here at Desk.com and it all started with support.  Back story: I was working at a startup that uses Desk.com when I got a great opportunity to join the Wow team as a Support Engineer.  I learned a lot in that position and thought I would share some… Read more »


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