Editor’s Note: When we received this letter from Jeffrey Steinke of LessMeeting, we were struck by how frequently businesses face questions about the cost/benefit ratio of labor-intensive customers. While there are no easy answers, we’ll do our best to provide some points to consider. Many thanks to Jeff for allowing us to share his question… Read more »
The Desk.com “Quick-Start” Tour is shown to new agents the first time they log in to Desk.com. They automatically receive a welcome message and a guided tour of the basic Agent features.
With today’s release, you can now easily set Business Rules to run in relation to your organization’s business hours settings in Desk.com. This means that, even after hours, you will be able to send acknowledgements, escalate key customer requests, re-assign cases, and more.
Good customer support often starts with a commitment from the top. In this video, blogger and analyst Brent Leary talks with Desk.com customer John Pepper, co-founder of fast-growing company, Boloco. Boloco is internationalizing the concept of the burrito, with stores opening throughout the Northeast United States. In the incredibly competitive fast food landscape, Boloco has… Read more »
Social media is a great customer service tool. While most companies view Twitter and Facebook as a great tool to monitor what customers are saying about them, I’ve written that they are missing opportunities to enhance the customer service and experience by posting value added content. That said, this short article is about how to respond to the irate customer who decides to air his or her grievance using social media channels instead of reaching out to the company directly. Or worse, maybe they tried to reach the company via traditional channels (phone, email, etc.) and didn’t get the response they were looking for.
No matter what the size of your business, it’s likely you’ve found that customer request fall into relatively few basic categories. It’s really important to develop a process that improves the chances that your customer questions and concerns are handled by the people in your company best equipped to address them. Desk.com provides you with a number of tools — from business rules to filters to automatic case assignment — that make this process easier. But in many cases, your customers themselves already know what kind of help they need (even if they weren’t able to find it in your knowledge base).
Although Gmail has opened the door for great innovations in communication and collaboration in recent years, there’s one thing this web-based mail program is not built to do: customer support. Among our customers, we’ve seen some of the most customer-focused companies run into issues using Gmail once they had more than one person on their support team. Whether it was their CEO, marketing manager or an additional support agent, their system at some point reached its limits.
Why is it so important to understand your different customer groups and tailor an optimal mix and level of service for them? Provide too little service or the wrong kind and customers may switch to the competition. Provide too much service, even the right kind, and your company might price itself out of the market and struggle to balance the books at the end of the year.
How many of us have cracked our knuckles, put on our pith helmets, and tried to fight our way through the jungle of conflicting information on a website? How many bicycles or bookcases have we tried to build without adequate instructions? And how many times has a simple question entered into that seductive Search box led us to outdated or otherwise useless answers rather than the help we need?
Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This articles is one of several he will contribute to the Expert Corner series on the Desk.com blog. We asked employees at a financial services division of a Fortune Five conglomerate for their customer-service best practices. Many of them focused on how quickly they returned customer calls…. Read more »