With the rise of social media and other channels your customers can use to reach out to you, is providing phone support still important? Let’s also keep in mind that of all of the support channels, phone is the most expensive in terms of resources. This is because while an Agent is on a phone… Read more »
Keeping up with customer inquiries can be difficult for a fast-growing business — especially if you’re expanding around the globe. Gourmet Ads, an online platform that manages advertising for 1,200+ food websites, needed an easy way to scale service to its advertiser and publisher customers as it grew. Here’s how Desk.com helps: Provides an integrated… Read more »
It’s important for every business to prioritize its customers—but for startups, it’s crucial. Fortunately, creating an exceptional service experience is something startups can do with just small investments in resources and time, and the resulting ROI is worth it. After all, everyone appreciates the value of a good service interaction. Join us for the afternoon… Read more »
Most small businesses simply don’t have the resources to have a dedicated support team. This shouldn’t mean you couldn’t take your small team from nothing, to offering world-class support. Being Proactive, not pushy (Follow-ups) Desk gives you the ability to use a range of features that can help you be proactive in getting in touch… Read more »
Updated Segmentation Report An enhancement of our existing Segmentation Report functionality in Business Insights. Previously, users were able to select one segment (e.g. channel, group, agent) over the fixed segment of time. Now, our customers can select two variable segments, rather than being restricted to time. For example, labels over country, or macros by agent;… Read more »
Whole company support. It’s a not just a great way for fast-growing companies to make sure customer requests don’t slip through the cracks during busy times. It’s also the easiest way for your employees to get to know your products, and more importantly, your customers. Many small businesses default to a shared email inbox to… Read more »
Today’s customers have a lot of power — and their voices are amplified exponentially on Facebook, Twitter, LinkedIn, and other social channels. Not only do they research and interact with brands online, but they’re vocal about sharing their opinions. Most companies recognize the need to make social a part of their customer service strategy, and… Read more »
The good news is that over the past few months a lot of attention has been paid to whether women are succeeding in Silicon Valley. The bad news is that most people agree we still have a long way to go. No matter whether you lean in or lean out, there are some easy ways that you… Read more »
In 2014, mobile internet usage surpassed the use of fixed home internet usage. Today, mobile apps are undeniably an important part of mainstream marketing. Businesses must enter the mobile app market to keep up with their competition. However, developing an app is a complex process. Businesses must understand the user experience and the effect the… Read more »
Social customer service is a capability that companies realize needs to be part of their customer service strategy. In the press there are stories of great service delivered through social channels, as well as horror stories of companies that have made serious mistakes in those channels. This article looks at social customer service that was… Read more »
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