Whole company support. It’s a not just a great way for fast-growing companies to make sure customer requests don’t slip through the cracks during busy times. It’s also the easiest way for your employees to get to know your products, and more importantly, your customers. Many small businesses default to a shared email inbox to… Read more »
Today’s customers have a lot of power — and their voices are amplified exponentially on Facebook, Twitter, LinkedIn, and other social channels. Not only do they research and interact with brands online, but they’re vocal about sharing their opinions. Most companies recognize the need to make social a part of their customer service strategy, and… Read more »
The good news is that over the past few months a lot of attention has been paid to whether women are succeeding in Silicon Valley. The bad news is that most people agree we still have a long way to go. No matter whether you lean in or lean out, there are some easy ways that you… Read more »
In 2014, mobile internet usage surpassed the use of fixed home internet usage. Today, mobile apps are undeniably an important part of mainstream marketing. Businesses must enter the mobile app market to keep up with their competition. However, developing an app is a complex process. Businesses must understand the user experience and the effect the… Read more »
Social customer service is a capability that companies realize needs to be part of their customer service strategy. In the press there are stories of great service delivered through social channels, as well as horror stories of companies that have made serious mistakes in those channels. This article looks at social customer service that was… Read more »
I have spent my entire career in client services and support functions. In Small Town, RI, I worked odd jobs as a mall Easter Bunny, fish shop retailer, and diner waitress. Eventually I moved on to more legitimate crafts in more notable cities: investment banker in NYC and #techworker in SF. Over the years, I’ve… Read more »
It used to be that you needed insane amounts of money or well-heeled backers to take on a well-established competitor. Today, small businesses all over the world are using inexpensive cloud-based technologies and social networks to challenge the status quo. Europe’s leading mobile payments company, iZettle, provides game changing tools that help these small businesses… Read more »
As a Desk.com Account Executive, I have the privilege of speaking to C-level executives about their business’ customer service on a daily basis. While many businesses do see the importance of investing in the department, there is one common objection I hear over and over again: “Customer service is a cost center.” It’s time to… Read more »
When you think about customer service in the digital age, it’s hard to ignore Amazon and its innovative founder, Jeff Bezos. In fact, if you’re looking for a few lessons that can be applied to your own business, Amazon and Bezos provide a wealth of examples on how to do it the right way. After… Read more »
Edit the default Snippets and Auto-Acknowledgement Subject. Desk gives you complete control over your Auto-Acknowledgements. This includes the look and feel, but also the wording of the Body and Subject. If you need to use Auto-Acknowledgements it’s always good to give this your own voice, and is super easy to do. It’s always good to… Read more »
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