Recently I’ve been writing about how some companies are engaging their customers (and their employees) by gamify customer experiences. This is known as “gamification,” which by Wikipedia’s definition is “the use of game-thinking and game mechanics in non-game contexts in order to engage users.” In other words, businesses using games to gamify the customer and work experience. For… Read more »
Back in January we shared some slick support centers with you in, 12 Awesomely Designed Support Centers and What Makes Them Rock! While those were some of the best designed we’ve seen, even a simple support center with few bells and whistles can be a game changer for your team not to mention your customer…. Read more »
Today, Twitter switched over to a new version of their API – and Desk.com is taking advantage of this change to improve the way we search Twitter to create cases from search results. The new search capability allows you to proactively engage with your customer via Twitter – which means less manual intervention by your… Read more »
Editor’s Note: The concept of Inbox Zero has been around for awhile, but now it’s no longer some ”Herculean Achievement.” Keith Rarick, a programmer at Heroku, shares some tips on how not only to get to Inbox Zero, but stay there. DO THIS Use the Gmail web UI with shortcut keys. Mute. Heavily. The m shortcut key is… Read more »
Editor’s note: This post was co-authored by Nadeem Asrar, Sr Database Engineer at Desk.com. At Desk.com our TechOps team is always on the lookout for ways to increase the stability and performance of our support platform. After all, every millisecond counts when it comes to providing a next-level support experience for your customers. In their… Read more »
Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This is part of a series he’s shared with Desk.com from his upcoming book TOUCHPOiNT Power. We’ve talked about how to acquire useful, relevant information by analyzing customer service questions and answers. But then you have to know what to do with it. Giving… Read more »
Customers always remember a super customer service experience. Kate Nasser, The People-Skills Coach ™, shares 15 essential beliefs for your support team to remember: Customers cannot observe your intentions. Treat them well in every aspect of interaction and experience. The customer’s voice echoes forever. Of course they talk about you. What they say is actually… Read more »
Has Social Media become the new Customer Service Channel? Is your company prepared to handle a customer service problem in a public forum? Social Media is brilliant. It has the ability to amplify your message so you can reach your customers in ways you never would have considered ten years ago. You can market, run… Read more »
With apps such as Instagram, Shazam, Google Maps, WhatsApp, and Pocket, mobile applications have changed consumer behavior by simplifying tasks, providing near-instant information, and has pushed the boundaries of sharing. Instep with consumer-facing apps, the small businesses landscape has also changed. Now, running a small business from a smartphone is no longer a stretch, but… Read more »
Let’s face it, the idea of sitting down to write down customer reviews, even for products we’d recommend to our friends in a heartbeat, sounds almost as exciting as getting a root canal. What do I say, how do I start, why does it matter … you know what … I’m just too busy. For… Read more »
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