On Tuesday, May 7th, Desk.com will be teaming up with Bonobos to bring you a fun, interactive and knowledgable webinar based on some of our customer service best practices. Online men’s clothing retailer Bonobos has received a lot of attention for going above and beyond the call of customer service. Nicknamed “the Bonobos Ninjas,” their customer support team has discovered… Read more »
Have you ever screwed up in a personal relationship? Have you ever said the wrong thing, missed a deadline or otherwise disappointed someone? When that happened, if you cared about the relationship, what did you do? Your answers may vary, but I’m confident you were most successful when you apologized, and when you showed your… Read more »
John Tschohl, called the “guru of customer service,” by USA Today, Time and Entrepreneur magazines, is a best-selling author, service strategist and president of Service Quality Institute. John is a regular contributor to the Desk.com Blog Expert Corner series. As you know, attracting, hiring and training employees are time- and labor-intensive endeavors. So the last thing you… Read more »
Want a shortcut to create real-time mailing lists and drip campaigns from within Desk.com to notify customers about new features or a bug fix? Need a way to track support interactions with customers from within your mobile app? You asked for these and more – and we’ve made it happen. While we love to think… Read more »
You’ve been asking for it, and it’s finally here! With our latest product release, we’ve added Facebook Private Messages as cases in Desk.com! Now, in addition to having public conversations with your customers on your Facebook Wall, you can now have private conversations with anyone who messages you without ever leaving the Agent Desktop in… Read more »
Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This is part of a series he’s shared with Desk.com from his upcoming book TOUCHPOiNT Power. So many organizations start out with the best of intentions when it comes to their customer experience management efforts. Many trip over unforeseen organizational challenges in their efforts… Read more »
Have you have ever wondered how it is that some of your competitors seem to always be in harmony with their customers, while others fight to stay in their good graces? There is a good reason for this, and the sooner you learn it and put it into action, the better off your business will… Read more »
It’s easy to forget how small the world really is. That means your chances of meeting someone face-to-face who you might have run into on the interwebs is greater now than ever before. It also means you have plenty of opportunities to “mess up” that first impression without even knowing it. That would not be… Read more »
This post is part of the Customer Service Myths Series. Customer Service Myth: We have few complaints, therefore almost everyone is happy. Fact: Few customers complain, especially to headquarters or a manager. A recent airline flight was delayed by a minor maintenance issue – we ended up arriving more than 90 minutes late. Although the crew relayed information… Read more »
Desk.com strives to be the all-in-one application for all your customer support needs – and we’ve added another feature to make your social support even easier! We’ve always supported your Facebook channel, allowing you to handle facebook wall posts and comments without ever leaving the Desk.com App. With our latest release, you can now “Like”… Read more »
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