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.

Customer Experience, Customer Service, Product Updates, Using Desk.com

Get closer to your B2B customers with our new report

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We are excited to announce the release of the new “companies” report, a powerful addition to the Desk.com Business Insights toolbox.  The companies report gives valuable insights to our PLUS plan users who work with business customers. The companies report aggregates, measures, and compares activities across the companies you interact with from a support perspective…. Read more »



Best Practices, Customer Engagement, Customer Experience, Customer Service, Thought Leadership

Behind the scenes: Amazing customer service starts with amazing business management

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It’s no secret that all businesses should have great customer service. Fundamentally, that means addressing customers’ needs in a friendly and productive fashion. While attitude has a lot to do with this, even more important is what goes on behind the scenes. Great customer service is not possible without amazing business management, so it is… Read more »


Best Practices, Customer Experience, Customer Service, Using Desk.com

Surveying users to find out which support articles are helpful

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If you’re using Desk.com to power your support center then you’ve probably seen the feature to rate support articles as being helpful or not. Unfortunately, once you find out an article is not helpful, there are not a lot of actionable items that can be gleaned from the data. I’m going to teach you how… Read more »


Best Practices, Customer Engagement, Customer Experience, Customer Service, Customer Stories, Using Desk.com

Customer Spotlight: Four ways GetFeedback delivers fast, phenomenal customer service

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How does a small business stand out in a crowded marketplace? For GetFeedback, a San Francisco-based startup that creates engaging, mobile-ready online surveys, it’s by providing both a superior product and superior customer support. Founder Kraig Swensrud explains, “In today’s world, customers don’t want to wait for an answer, and it’s our responsibility to provide… Read more »


Best Practices, Customer Engagement, Customer Experience, Customer Service, Thought Leadership, Using Desk.com

How to pick the right help desk for you

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Acquiring customers and keeping your customers happy so they continue to do business with you when you are a small business is crucial. But it’s even more important for you to service each customer that wants to talk to you – whether it’d be through email, social, phone, etc. – you have to be ready… Read more »


Best Practices, Customer Engagement, Customer Experience, Customer Service, Thought Leadership

Customer service perspectives from Walloon Lake

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Last week, I vacationed on Walloon Lake.  Tucked away in Northern Michigan, it’s not the typical vacation spot for Californians but after politely declining repeated invitations from our good friends, we finally made the decision to experience first-hand what the fuss was all about. Walloon Lake did not disappoint. Sleeping until 10 am (we were… Read more »


Customer Experience, Integration, Product Updates, Using Desk.com

New Cyfe integration for Desk.com: All-in-one dashboard meets all-in-one customer support

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The social, mobile explosion has moved from the living room to the boardroom. With so many new online apps and services for business popping up every day, it’s not surprising that many companies can waste valuable time just in the process of  collecting, monitoring, analyzing, and reporting data from these various systems. And for small… Read more »


Best Practices, Customer Engagement, Customer Experience, Customer Service, Customer Stories, Thought Leadership, Using Desk.com

Customer spotlight: How GiveForward uses Desk.com to always be there for customers

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Taking care of customers is important for every organization, but it’s GiveForward’s whole reason for being. The online fundraising platform has enabled thousands of people to raise millions of dollars online for general medical expenses, cancer treatment, transplants, funeral costs, and disaster relief. With help from Desk.com, GiveForward offers a level of service that’s beyond… Read more »


Best Practices, Customer Experience, Customer Service, Thought Leadership

Everything I know about customer service, I learned from waiting tables

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If you’ve ever worked in a service industry, you know that it can be a formative experience. Recently, a friend and I got to talking about what our early restaurant jobs taught us about delivering great customer service—and, really, about life and work in general. Here are 10 of our top takeaways from waiting tables, each… Read more »

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