Maintain your customer service edge

The Blog is a storehouse of support guru best practices, infographics, and social media strategies that you can use to perfect your brand of hero-quality customer service.

Best Practices, Customer Service, Thought Leadership

5 Must-Have Characteristics of an All-Star Support Rep

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We’ve all dealt with support representatives at the companies we work with at some point or another. Some support experiences are delightful, while others can be downright infuriating. Hiring the right people as support reps for your company can have an enormous impact on your customers’ attitude and the overall well-being of your business. These… Read more »

Customer Experience, Customer Service, Using

Turn Up the Temperature on CSAT with Customer Thermometer

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How many times have you actually opted in to take a customer satisfaction (CSAT) survey after calling into a support rep or sending an email for help? Chances are, your answer to this question is, “Never”. After all, as modern day consumers, we expect a quick and easy customer service experience that doesn’t require answering… Read more »

Customer Engagement, Customer Experience, Customer Service, Customer Stories, Events, Using Roadshow Continued: Chicago!

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Last week, landed in Chicago to catch up with our local customers, have a drink with some rock star developers at the RailsConf, and bring them all together at the Salesforce1 World Tour.  Three of our customers even got up on-stage to talk about how they’re able to deliver outstanding customer support with… Read more »

Best Practices, Customer Engagement, Customer Experience, Customer Service

Your Customers are on a Journey, and You Need to be in the Passenger Seat

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Every customer is on a journey. It’s like they are driving down the highway, trying to get from point A to point B. As a customer service professional, you can help them have a smoother, happier trip. Most companies start with signposting. Every driver needs to know where they are going, and without road signs… Read more »

Best Practices, Customer Experience, Customer Service, Using

4 Ways to Leverage Data to Improve Your Customer Service Decisions

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Your customer data reveals a lot about your business. It provides great insights into not only how you can improve your customer support, but also how you can improve your overall product. By taking advantage of this data, you can build a better product and optimize your organization. DataHero is an analytics service that integrates… Read more »

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