Is On-Premise Software Dead? Why So Many Companies are Moving to SaaS

When evaluating software, it’s easy to fall back on what you’ve done in the past. Your work computer likely has Windows and the Office suite installed directly on the machine, so why shouldn’t you have software for sales, customer support, marketing, or other industries right alongside it?

How to Tackle Ticket Triages Before They Start

There’s no quicker way to ruin your company’s customer support image than a bad review. The list of should haves, would haves and could haves instantly hits you when you realize just which improperly handled ticket was the one that set the bad review in motion.

Add some spring cleaning to your customer service!

Have you ever noticed that when you stop focusing on yourself life seems to roll along at a much easier pace? Customer Service works in a very similar way. When your team starts focusing outward, focusing on putting the customer first, the daily stresses seem less; customers seem happier and as a natural result, there are fewer problems. It’s such an easy fix, but so many times we suffer from focusing on our own issues and get so wrapped up in those that we lose sight of the ultimate goal: providing exceptional customer support.

3 Ways to Save Company Money & Time By Using Self Service Portals

Businesses are always looking to improve their customer support offering and, most importantly, their bottom line. As a result of this, support has evolved over the past decades in unison with technology – from email tickets to live chat – with the “self-service portal” being one of the newer technologies companies are using to provide solutions to customer issues. In fact, self-service has become so popular that some customers may prefer it over more traditional support methods. While the technology is great, how exactly does it save a company time and money enough that it justifies the cost of setting up, implementing, and maintaining a self-service system? Here are the top 3 ways…

Better Customer Service Means Better Customers

It’s Monday morning and the last place you want to be after a stressful weekend at your in-law’s house is at work. You’d much rather be at home or perhaps at a spa. But as luck would have it, not five minutes into your day you get an upset customer going off about how their Handy-Made 5000 broke on first use and your company makes shoddy products and needs to replace it immediately. Could the day get any worse?

Customer What?!? Decoding Customer Support Terms for 2017 - ASP Report Summary

There are many terms in customer support that are used interchangeably, sound the same, or are just plain confusing! For example - help desk, customer support, and customer service - is there really a difference? That's another blog post, but today we want to talk about the latest buzz words in the industry and try to shed some light on the subtle, but important, differences between customer success, customer experience, customer satisfaction, and customer effort. Our good friends at the Association of Support Professionals (ASP) recently published a full report on this topic, and it inspired us to write this post!

How to Revitalize Your Customer Support Culture

A customer support culture is a delicate thing. One day morale can be great after an awesome company meeting or event, the next day it can be low when a mistake leads to a high volume of support tickets. Too many low days in a row can lead to a culture that’s headed in the wrong direction. But how can you revitalize your customer support culture to keep it fresh and make agents feel valued so they put their best foot forward with customers? Here are a few ways…

Help Desk Priority Levels: Defining Ticket Severity

The definition of ticket severity comes in many flavors depending on opinions. Some help desk ticketing systems have so many severity types to choose from it's overwhelming. Or others are so vague no one really knows what they mean. Both of these are not only confusing to the customer, but also confusing to the support team. The job of a customer support provider is to make your customers' lives easier and to make support as efficient as possible. With that in mind, here are 5 tips to define your support ticket severity:

Sales and Customer Support: A Circular Relationship

Because they function as two separate departments, many businesses make the mistake of viewing sales and support as independent operations. They see the customer journey as a straight line where the customer comes into contact with the business, purchases a product or service and seeks help from support should any issues arise.

How Efficient Customer Service Makes Life Easy for Your Customers

If your business is like most others, it's probably taken steps to become more efficient. Maybe it introduced automated billing software, allowing accounting to process more invoices each day. Or, your business might outsource payroll, freeing your HR team from repetitive tasks. What you might not consider is that your customers want to operate efficiently, just like you. They want things to be easy instead of going through numerous steps that can take up their entire day.

The way you handle your support goes a long way toward helping or hindering customers in their efforts to become efficient. Making support easy from their point of view increases satisfaction and the relationship between the two of you. Here are a few ways efficient customer service makes life easier for customers:

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