Customer Support

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How to Communicate with Customers Effectively

Twenty three percent consumers seek face-to-face interaction for complicated customer service issues. These issues may relate to the product or service not working, troubleshooting, sub-standard quality, etc.  Resolving such customer problems on call or email is near to impossible. But, the reality is only 5% of customer service interactions begin with a face-to-face meeting. Did...
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Why Bug Reporting Software is Better than Email?

Is a bug reporting software the next step in the evolution of customer service or an unnecessary tool that doesn’t need to replace the standard email inboxes?  The answers may vary here. People may have mixed opinions on bug reporting software and standard email inboxes. With the way things are going, emails will be obsolete...
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Gauging the Effectiveness of Net Promoter Score

Wouldn’t it be wonderful if a majority of your customer-related issues could be tackled with only one question? Wouldn’t you like it if you could identify customer issues with a simple question? In his article titled, “The one number you need to grow,” Frederick F Reichheld introduced us to that question. For people familiar with...
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Best Ways to Utilize Social Media for Consumer Surveys

How do you figure out what your customer wants? How do you anticipate their evolving needs? Well, one of the best tools to figure out that is sitting right in your hands! Social media has quickly grown up to become the best tool to gain a clearer picture of what consumers want. It allows you...
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How to Shorten your Customer Support Queues

Isn’t it overwhelming to see a backlog of customer emails when you log in every day? Don’t you want to manage and reduce queue time? If yes, it’s high time you make a few prudent decisions regarding your support ticket handling best practices. More than ever, it is critical to offer exceptional service to your...
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Improve Work Environment Using Employee Feedback

We spend a lot of time at our workplace, hence, working in a place that provides a cordial atmosphere is something we all desire. Today, professionals are attracted not only towards big salaries, medical insurances, job titles, or team building but also in the environment the company provides. A poor work environment could bring adverse...
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How CRM Systems Can Help You Provide Better Customer Service

People stop doing business with a brand if they get subjected to poor customer service. Numbers don’t lie. More than 50% of customers stop giving business to brands that did not stand up to their customer service expectations. And due to poor customer service, many organizations across the globe have incurred a loss of $1.6...
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Unravel the Ideal Question Types for Your Surveys

If you want better answers, ask better questions. The importance of surveys and researches cannot be stressed enough. Should I open a store in the neighboring state? Would people buy if we launch a new product? Are our customers happy with the existing products? Questions like these can only be answered by your customers, the...
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Checklist for Creating an Effective Customer Survey

I came across a quote on the internet the other day, and it struck a chord. It said, “The customer’s perception is your reality”. We present a brand image to our customer of who we are, but in the end, the reality is what the customer views it to be. Companies have realized the importance...
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7 Most Critical Help Desk Metrics to Improve Customer Support

40% of service desk professionals fail to measure key business value metrics. Doing so is detrimental to the health of your customer support. Remember whether you are a startup or have newly formed your customer support department, you should have a strong set of help desk metrics. Only then can your business operations run smoothly....
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