Maintain your customer service edge

The 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.

Product Updates

New Feature! Introducing Filter-Based Routing!

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With our latest release, we’ve enhanced the Case Routing feature to allow Case Routing by Filter in Routing enables the system to automatically deliver new cases to Agents in based on agent availability.  Previously, agent using routing were restricted to a predefined filter that routed cases determined by a fixed set of conditions,… Read more »


Help Desk Revolution Infographic

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The social help desk is the modern help desk, one that offers new ways for businesses to connect with their customers. As customers increasingly turn to social networks for customer service, the social help desk improves the speed and quality of responses, so that they can provide the highest level of customer support. With 82% of 18-29… Read more »

Customer Engagement, Customer Experience, Customer Service, Thought Leadership

Understand Your Customer’s 3 Journeys to Provide Customer Service Excellence

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Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This is one of several articles he has contributed from his upcoming book TOUCHPOiNT Power to the Expert Corner series on the blog. Guess which experience provides customer service excellence? Customer’s interaction with a company can be like taking a well-planned vacation, on a… Read more »

Ebooks & Case Studies

Small Businesses Embracing Social Media, Implications for Customer Service: Predictions for 2013

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Laurie McCabe is a co-founder and partner at SMB Group. This paper was written in partnership with Brent Leary, co-founder and partner of CRM Essentials. Laurie and Brent have over 15 years of experience in the IT industry. Both have built widespread recognition for their insights in the small and medium business (SMB) market in several areas… Read more »

Customer Engagement, Customer Experience, Customer Service, Thought Leadership

3 Effective, Long-Term Customer Service Strategies

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John Tschohl is a recognized customer service expert drawing from years of experience sharing methodologies, tips and best practices. This is one in a series of articles from John that we will feature in the Expert Corner on the blog.  The immediate nature of customer service (“I need a replacement part now!”) — plus corporate emphasis… Read more »

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