Customer support
Tips to set agents up for success and deliver better customer service.
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3 min read
5 Ways to Prevent Customer Fallout
Originally published on The 1to1 Blog The real-time Web is an increasingly powerful tool for customers…
Article
1 min read
Six Criteria for Selecting Help Desk Software
As software increasingly moves from resource-heavy on-premise solutions to the cost-savings and flexibility of the cloud,…
Article
3 min read
Tip of the week: Escalating tickets
One common step in ticket workflows is escalation of issues from agent to agent, or team…
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2 min read
Infographic: Love 'Em or Hate 'Em, Call Centers Are Here to Stay
No one relishes the thought of having to phone up a support agent to have their…
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1 min read
Customer experience is more important than advertising (Infographic)
It's never been more important to invest in customer service and the customer experience.
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1 min read
The history of customer support
There was a time when customer support meant you told a shop owner your issue with…
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Things Real People Don't Say About Your Customer Support
Inspired by the witty folks behind Things Real People Don't Say About Advertising and Things Real People Don't…
Article
4 min read
How to Say You're Sorry
If you screw up you should apologize. Period. Even if the wronged party cops a major…
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3 min read
Don't Keep Your Customers Waiting
Nothing says DISRESPECT quite like forcing someone else to wait. And yet, that is exactly what…
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3 min read
8 Ways to Ramp Up Help Desk Response Times
These days customer feedback and distress signals come in a head-spinning variety of formats and flavors.…
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4 min read
Social studies: A business-to-consumer social media report card
When the Internet entered the mainstream, life became a lot more challenging for traditional retailers. The…
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Don't Just Listen, Do Something with Customer Feedback
Bruce Temkin offers up some thoughts and resources about “customer connectedness”: Customer Connectedness: Is customer feedback…
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3 min read
Costco's ridiculously liberal return policy
When you read Costco’s return policy, it’s pretty extraordinary. For instance, check out the rules governing…
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4 min read
The importance of friendly customer service: 6 tips from Zappos
Friendly customer service is treating customers with empathy and going the extra mile to meet their…
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3 min read
Setup auto-responses to common questions with triggers
One of the keys to streamlining your customer support is responding appropriately to tickets as they…
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