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 Engagement, Customer Experience, Customer Service, Thought Leadership

No News is NOT Good News in Customer Service

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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 »


Product Updates, Using Desk.com

All-in-One Support Delivered! Introducing Facebook Moderation

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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 »


Customer Engagement, Customer Experience, Customer Service, Thought Leadership

Wal-Mart vs. K-Mart: Who Has Better Customer Service?

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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.  “Satisfied, loyal, repeat customers are the heart of Wal-Mart’s spectacular profit margins,” Wal-Mart founder Sam Walton once said…. Read more »



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

Social Media Etiquette: Good Behavior Has Its Benefits

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When Judith Martin first started her Miss Manners advice column in the 1970s, there was no such thing as blogs, forums or social media. So, when Judith made statements like: “You can deny all you want that there is etiquette, and a lot of people do in everyday life. But if you behave in a… Read more »


Customer Engagement, Customer Experience, Customer Service, Thought Leadership

Poor Customer Service: Hurts Your Bottom Line

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In relationships that you have with important people in your life, if you routinely ignore customer complaints and devalue feedback, most therapists would label your behavior as dysfunctional—abnormal or impaired functioning. And they would prescribe interventions intended to influence behavior positively and reinforce healthy relationships. If this type of poor behavior is seen as dysfunctional… Read more »



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

Turn Your Company Culture From “I” to “We”

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Editor’s Note: Last month Kate Nasser, The People-Skills Coach™, shared her twenty-five years of experience in The 15 Essential Beliefs for a Culture of Customer Service Excellence. Now she turns her attention to overcoming hidden obstacles to a building company culture of teamwork.  Most leaders today believe in a “we” culture. They have read the… Read more »


Customer Stories, Customer Stories

Q&A: Bubble Gum Interactive Shares How They Use Games to Create a Better Customer Experience

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Editor’s Note: In the month of March, we have been sharing ways you can strengthen your support team to get more effective results by hiring, training and motivating your employees. We asked our customer Paul Gray, CMO of Bubble Gum Interactive, to share how interactive experiences achieve specific business goals in learning and customer service. … Read more »


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

How to Use Support Roles for Customer Development

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If I asked you who in your organization was responsible for customer development, what would you say? The sales team? Maybe your product marketing people? If you were an established company in a clearly-defined industry, that might be an appropriate answer. But as a startup, you couldn’t be more off. It’s your customer support team that are… Read more »

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