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Blog Entries

Surviving the holiday service rush in five easy steps

The holidays can be a stressful time for your customers: they’ve got gifts to buy, lights to string up, and people to fight off before they grab the last half-price flat screen TV. If you work in customer service, you’re well-versed in the frantic frenzy during the holidays. And, with business booming during the winter… Read more »

What every small business CEO needs to know about customer service

As a small business CEO, you know that starting a company can be a risky business. Customer service might feel like just another distraction when you’re trying to ship a product and make payroll, but today’s most successful startups know that offering awesome customer service can help you develop both better products and stronger relationships… Read more »

Why marketing should sponsor your support center

    Do you measure traffic to your Support Center? This is why you should. When a company decides to create its own Support Center, it literally opens another storefront for their customers. This storefront – in the same way as the company’s corporate site – is soon to become a reflection of the business… Read more »

An app ecosystem for the employee-centric workplace

The balance between employers and employees is shifting. A few generations ago, an employee could work at a single company her entire life and retire. That is not the case anymore. According to a LinkedIn study, up to 85% of the workforce is actively looking or open to a career change, including employees satisfied at… Read more »

First timer’s guide to creating a kick-ass knowledge base

So, you’re using Desk for email, but you keep getting some of the same questions over and over again. You’ve setup some Macros for canned responses, but how do you educate your customers and deflect these questions?  Create a customer-facing knowledge base! But that brings up another question: where do you start?  Desk makes it… Read more »

7 habits of highly secure small businesses

Information security is easy to put on the back burner—until disaster strikes. In the last decade, a staggering number of small- and medium-size organizations have fallen victim to cyber attacks and data breaches. Many of those breaches proved fatal, putting companies out of business. How can these disasters be prevented? Here are seven best practices… Read more »

Customer support and driving the Wienermobile

Yes. It happened, and I can prove it. I’m one of the lucky dogs who drove the Oscar Mayer Wienermobile across the country after college, and I learned some valuable customer support lessons along the way. Here are three lessons that can be translated very well to your support team in order to make them… Read more »

It’s about the whole company, not just the website

A company’s website is very important.  Learning from customers is very important.  But there is a good way to learn from customers about your website, and there is what I think of as being, “the bad way.” When I go to, I’m there to learn about AcmeWhatever’s products and services, get an answer to… Read more »

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