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.

Best Practices, Customer Engagement, Customer Experience, Customer Service

Help Your Customers Help Themselves: Self-Service Tips for Small Businesses

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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 And how many times has a simple question entered into that seductive Search box led us to outdated or otherwise useless answers rather than the help we need?


Customer Engagement, Customer Experience, Customer Service, Thought Leadership

The Core Customer Experience: Avoiding the Four Deadly Sins

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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 »


Customer Stories, Customer Stories

Knee Walker Central Gives Customer Service a Leg Up

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“Our team had to be able to share a view of all our service and support interactions. One example of this is insurance verifications. When one agent takes down a customer’s insurance information, it’s important that a record of that is available for all the agents. The last thing a customer wants to do is repeat the same information over again to another representative. It’s just not the service we want to give.”

“With Desk.com, the customer’s vital information is available to everyone, in real-time–and Desk locks any case that’s being used by an agent, so we don’t worry about confusion. This feature is great when everyone is in the same office, but it’s invaluable when your workforce is spread out over multiple sites.”



Using Desk.com

The Magic of Desk.com Macros: Accomplish Many Tasks with One Shortcut

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How many times a day do you get the same type of request from your customers? How many emails about forgotten passwords, or how to return a purchase? (Through the magic of prediction, I see hands going up…) Macros are shortcuts you can use to perform a series of actions in one click (e.g., 1. setting a status, 2. appending a label, and 3. assigning a case to a group). Macros can even contain frequently-used text you write in advance or a custom signature for quicker replies. Using Macros, you’ll be processing the cases in your queue faster than ever before, and delivering quality customer service.


Best Practices, Customer Engagement, Customer Experience, Customer Service

Improve Customer Support with the Right Ingredients

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In today’s highly dynamic and competitive economy businesses just can’t afford to disappoint a customer with an impersonalized email response to his question or an automatic message. If you want to turn every prospect into an active client, or to increase the loyalty of your existing customers, you need to put major efforts into customer care. In this post, I’ll observe ways of maximizing the efficiency of your customer support, based on my experience – most recently of which is managing the Customer Success team in a fast-moving software company.


Customer Engagement, Customer Experience, Customer Service, Thought Leadership

Swamped with Customer Complaints? Congratulations!

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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 Desk.com blog.  How to turn customer problems into a continuous improvement effort. A quality service system can deliver… Read more »


Customer Stories, Customer Stories

A Halloween Exclusive: Customer Service Horror Stories and Survival Tips

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Everything was going smoothly at the call center. Agents were on top of customer issues, customer cases were being resolved, nothing had fallen through the cracks. But then out of nowhere, bad things started happening. Unhappy customers. Missing customer cases. Glitches in promo codes. No way this was a result of bad customer service….or was it?



Customer Experience, Customer Service, Thought Leadership

The Lost Art of Empathy

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Empathy is an essential component of caring about your customers, your employees, and your company, and its absence signals larger problems in organizational culture. Empathy can’t be plastered on like a fake smile, but it can be cultivated from within. We’d love to hear about the role of empathy and how you maintain it in your dealings with your customers!

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