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Blog Entries

Customer Spotlight: 4 ways Vimeo uses customer support to build a community of passionate users

Striking the balance between delivering technology and building personal relationships can be a challenge. No one knows that better Vimeo, a high quality video platform that caters to video enthusiasts, creative professionals, and businesses alike. “Having human relationships with our customers is very important to us,” says Darnell Witt, Director of Support and Community. Here’s… Read more »

5 tips for choosing the right customer service technology

The impact of customer satisfaction on your business can’t be underestimated. Whether customers want to communicate through email, social, or phone, you need to be ready to provide them with excellent customer support. That’s why it’s critical to find the right technology to help you manage inquiries and keep customers coming back for more. And… Read more »

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 »

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