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Blog Entries

Let me hit you with some knowledge

One of the awesome benefits of adopting your company’s first support tool is building a central store of knowledge for your agents and customers. In this article, we’ll discuss some practices to consider in building your knowledge base. Support knows best. When asking customers where they keep their knowledge before they use a general repository,… Read more »

Bring cases into Slack keeping all your team communications in one place

For fast-growing small companies, keeping everyone on track with the latest business updates is critical. But today’s small businesses use so many systems to communicate — like group chat, video conferencing, file sharing, and task management solutions — that toggling between them can make collaboration difficult, or even counterproductive. That’s where Slack, a team communication… Read more »

5 things 2014 taught us about customer service

It’s the beginning of the year. It’s the time when we all take stock of our lives and think about what we’d like to do differently. Did we exercise as much in 2014 as we’d planned? Or maybe we’re regretting all the time spent looking at Kim Kardashian’s photos. If you’re a running a small… Read more »

5 best practices for exceptional customer service

The modern customer looks vastly different from the customer of yesteryear. She is more connected to her devices, she’s more informed and empowered, and companies have more data about their customers than ever before. The customer’s expectations are high — really high. The modern customer is digital-savvy and expects a response, connected, frictionless experience, regardless… Read more »

Deliver fast, awesome customer service with Webinar recap

How do you increase customer satisfaction at your small business by 34%? Well, the answer is finding that right customer service app that will enable you to be fast, efficient, and agile – oh, and did I say fast? is one of Salesforce’s products that’s uniquely designed to deliver fast, awesome customer service because… Read more »

Customer Spotlight: Four ways CharityBuzz creates amazing experiences to support non-profits

When your whole business is built around experiences, it’s critical that every interaction is exceptional. No one knows that better than Charitybuzz, which brings together hundreds of the world’s most acclaimed celebrities, luminaries, and brands for auctions supporting nonprofits. “Every interaction that we have with celebrities, charity partners, bidders, and auction winners needs to be… Read more »

The power trio: Customer service, website speed & usability

Customer service, website speed, and usability all connect back to the primary goal of a website: to reach an audience effectively with a message. The messages websites seek to convey may vary widely, but they all rely on the same marketing trends to increase brand awareness and reach a wider audience. How’s your website doing,… Read more »

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