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The Customer Service Blog for the Social Web

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Desk.com Mobile—Now Available for Flex Users

Posted on February 2, 2012 by Dan
Mobile-Flex

The Desk.com Mobile Agent can now be accessed by Flex Agents making it possible to deliver whole company support from anywhere by anyone.   Mobile flex usage works the same as desktop flex usage. Flex users access the mobile agent at http://yoursite.assistly.com/mobile.  For … Continue reading →

Posted in Product Updates | 2 Comments

Winner Announced for Desk.com Contest!

Posted on February 1, 2012 by Alyson
hanniedoolarge

On the day of our launch as Desk. com, we arranged with our Boston customer, Boloco, to give away 1000 free burritos at three of their locations. Boloco’s is a popular Boston chain, and the response was amazing. Continue reading →

Posted in Customer Engagement, Customer Experience, Customer Service, Desk.com Announcements | Tagged Boloco, Desk.com | Leave a comment

Assistly Is Now Desk.com

Posted on January 30, 2012 by Alyson
new agent desktop for ABS

Woohoo! It’s 12:01 and almost the entire company is here in the office. We just pulled the switch on something we’ve been working on since September — when we became part of the Salesforce.com family. As of now — well … Continue reading →

Posted in Desk.com Announcements | 45 Comments

Workaround for intermittent Facebook Comment Issues

Posted on January 25, 2012 by Greg Meyer

Last night we implemented a temporary patch to manage a Facebook API issue.  The issue has caused intermittent problems retrieving Facebook conversations.  As a temporary solution, we’ve implemented a fix to continuously monitor posts during the last seven days and … Continue reading →

Posted in Product Updates | Leave a comment

Lou Imbriano, Sports Marketing Expert, on the Importance of “No”

Posted on January 23, 2012 by Lou Imbriano
imbriano

Today The Patriots are riding high, getting ready for the Super Bowl. Lou is now CEO of Trinity One Sports—using his experience to help teams use social media to increase brand strength and revenue. This is his first contribution to the Assistly blog. We look forward to sharing his knowledge with you periodically. Continue reading →

Posted in Customer Service | Comments Off

The Art of Excellent Customer Service 101: How to Hire the Right People

Posted on January 18, 2012 by Bill Thompson
olark1

All the cool/slick technology still is dependent on having the right people on the spot using it in such a way that it best represents your company. Continue reading →

Posted in Customer Service | 4 Comments

The Newest C-Suite Role: Chief Customer Officer

Posted on January 16, 2012 by Alyson
bridge for CCO

Interest is growing in this position because it puts a public face to the importance of customer service, and signals a public declaration that the customer—because of the rise of social networks and the dissemination of opinion and ideas on the Internet—should be represented in the boardroom. Continue reading →

Posted in Customer Engagement, Customer Experience, Customer Service | 2 Comments

New Email Notification Log, and Updates to Standard Email Reply Templates

Posted on January 12, 2012 by Greg Meyer

  Update – January 15, 11:07PM : This update was successfully re-applied.  Thanks for your patience.   Update – January 13, 12:07AM : We identified an Issue with the January 12th update and have had to revert the changes.  We … Continue reading →

Posted in Product Updates | Comments Off

We’re Improving our Email Reply Templates

Posted on January 10, 2012 by Greg Meyer
Default Email Template, Old Version

Thursday night, we will be making a few simple changes to our Email Reply templates – these are the templates that style the information you send back to your customers using Assistly. What’s Changing We’ve improved the design of these … Continue reading →

Posted in Product Updates | 8 Comments

FounderLY Video Interview with Alex Bard

Posted on January 10, 2012 by Alyson
Screen shot 2012-01-10 at 3.24.43 PM

FounderLY believes that entrepreneurs are a special breed changing the world and helping make a shift to the next phase of evolution as a global society. As a way of promoting entrepreneurship, FounderLY shares founders’ stories–short form interviews conducted by … Continue reading →

Posted in Customer Service | Comments Off
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