User error could have ruined my career. Sure, we all make mistakes, but missteps in the sales process have consequences. Not only can they mean lost revenue, but they can also eat away at your confidence—not to mention your team’s confidence in you. The Internet helps us find information and connect in milliseconds, but it… Read more »
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 »
Over the past few months there’s been a lot of conversation about whether women are getting a fair shake in Silicon Valley. It’s fantastic that there’s so much focus on gender equality, but most of the discussion bypasses the fact that we still need to get more women to even try to succeed in technology…. Read more »
This time last year, I took on a new role, as CMO of Desk.com. My friends thought I was crazy. I had two kids under 5 and a third on the way. And for the previous few years, I’d worked 70-plus-hour weeks. There were days back then when I ate meals from my office snack… 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 »
As we celebrate Women in Technology month, we’re pleased to share this guest post from Willie Hooykaas-Baldwin, a Senior Manager of software engineering at Salesforce. Willie shares how she learned to turn off the negative voices inside her head and believe in herself. “STOP IT!! JUST STOP IT!!!” I was in a classroom at UC… Read more »
In today’s competitive business climate, having dynamic products, gung-ho employees and a high-quality, interactive website are the prerequisites. They get you in the game. To move past the competition in your niche, consider adopting these practices that today’s smart business owners are employing to cut costs, make operations and communication more fluid, fund the next… Read more »
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