Recently, I met up with a friend for drinks, and she asked me to recommend some new apps. (With friends like these, who wants to spend all day combing through Apple Store reviews?) “You always have good apps,” she said. “What’s your favorite these days?” Before I reveal it, let’s take a step back. Here… Read more »
Companies that offer online-based products and services must strongly consider incorporating a knowledge base as a support offering. A well-done collection of articles can save your company an immense amount of time, since your customers will be empowered to seek out answers to their own questions. Knowledge bases play a substantial role in building customer… Read more »
Too much of a good thing can be a bad thing. Even a kid in the candy shop gets a rude awakening when a stomachache sets in. In today’s business world, we’ve seen this principle time and time again when it comes to big data. With the explosion of information that today’s companies collect on… Read more »
With the explosive growth of mobile apps and social networks, today’s companies are increasingly focused on new ways to connect with customers. For 99designs, the world’s largest online marketplace for graphic design, that’s nothing new. They pioneered the design contest, where graphic designers compete in response to a customer’s brief and the winner receives a… Read more »
We never make our customers wait for the next big thing, we make sure they are available to our customers before it even becomes the next big thing. Desk.com introduced a more powerful support center, with new embedded video capabilities, empowering small businesses to provide their customers with the information they need. We were thrilled… Read more »
We are excited to announce the release of the new “companies” report, a powerful addition to the Desk.com Business Insights toolbox. The companies report gives valuable insights to our PLUS plan users who work with business customers. The companies report aggregates, measures, and compares activities across the companies you interact with from a support perspective…. Read more »
In a matter of weeks, many customer service departments will start staffing for what is expected to be the busiest holiday season ever for online retailers. AOL Jobs recently asked StellaService Client Development Manager Chris Vodola what it takes to be a customer service rep in the digital era. Vodola has more than 15 years… Read more »
It’s no secret that all businesses should have great customer service. Fundamentally, that means addressing customers’ needs in a friendly and productive fashion. While attitude has a lot to do with this, even more important is what goes on behind the scenes. Great customer service is not possible without amazing business management, so it is… Read more »
If you’re using Desk.com to power your support center then you’ve probably seen the feature to rate support articles as being helpful or not. Unfortunately, once you find out an article is not helpful, there are not a lot of actionable items that can be gleaned from the data. I’m going to teach you how… Read more »
How does a small business stand out in a crowded marketplace? For GetFeedback, a San Francisco-based startup that creates engaging, mobile-ready online surveys, it’s by providing both a superior product and superior customer support. Founder Kraig Swensrud explains, “In today’s world, customers don’t want to wait for an answer, and it’s our responsibility to provide… Read more »
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