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Articles

Making a Long-term Commitment to Supporting Your Customer
We found a tweet that's a great example of a company staying committed to its customer, decades after the customer’s purchase of the now-broken product.
Providing Excellent Customer Support: How to Set Up Your Help Site
In this post, we’ll cover one of the key customer support items you’ll have to address before you launch your new product.
Hiring for Your Customer-Focused Business
A few thoughts on hiring people who fit well on your team - and are the right fit for your customers.
Recruitment Advice: How to Hire and Manage Creative Talents
How do you find creatives, hire them, and keep them satisfied? Use this guide to assist you in hiring creatives for your business.
Following Our Best Practices (and Going Off Script)
We work hard to understand what's works best and what doesn't. But if we become too rigid in our practices, we miss opportunities to grow - and to learn more.
Improve Your Customer Support By Breaking Your Own Rules
There are places where making an exception to your rules and processes can delight customers and improve your company, without bringing on disaster.
Why We Must Continue to Improve Our Products and Services
As the providers of a service, we can choose whether we want to continuously improve or remain as we are. But we can’t forget that our customers are seeking to continuously improve, as well.
Applying Agile Techniques to Help Desks
Just which parts of Scrum and Kanban can be beneficial for a help desk team? Let’s look at nine agile practices that can help.
Adapting Your Approach to Different Customers
This weekend I read, “How To Put Some Emotional Intelligence Into Your Customer Service Scripts,” contributed to Forbes by Mark Murphy of Leadership IQ.
How to Effectively Use Thank You Pages to Convert Subscribers into Paying Customers
See how you can optimize your thank you pages to turn subscribers and new followers into paying customers.
When Business Decisions Create Customer Service Problems
Each new change you make to your product or business opens the door to questions or complications you didn’t expect and are not experienced in addressing.
Using Personal Experiences to Drive Your Product Roadmaps
You know what you would want as a business owner. You have a sense of what your customers need or want, because they’ve told you. But would you want, if you were the customer?
Customer Channels Should Match Customer Circumstances
Talkdesk COO Gadi Shamia tells a personal story of a customer service interaction and what it made him realize about contact center channel strategy.
Moving Your Business Forward With Less Waste
In our workplaces, we’re constantly faced with opportunities to move our businesses forward while reducing waste. What do you waste, and how can you reduce it?
How to Surpass the Competition with a Competitive Analysis
If you want to surpass the competition this year, you need to use their data strategically. Here are six tips to help you leverage your competitor’s data to dominate your market.
Customer Interactions: Interruptions or Opportunities?
If customers are interacting with us to for solutions and answers, are we already failing them? Maybe. But on the flip side... Is eliminating conversations with our customers in our best interest? Is that what we want?
How to Gain a Competitive Edge by Updating Your Customer Service Culture
In this article, we take a look at how you can give yourself a competitive advantage and get closer to meeting customer expectations by updating your customer service culture.
Technology: Interrupter & Opportunity
We share some thoughts on time, technology, and what we have the opportunity to do for customers when we provide great customer service.
Automating Common Problem Solutions
In todays article we will put together a trigger to automatically send customers a resolution based on their form inputs. For todays example we’ll use a common problem, a forgotten password.
Writing a Customer Service Resume: A How-To Guide
All too often, job applicants put together a "general" resume that they use to apply for every job with little to no modification. Unfortunately, general resumes don't tend to be very successful—especially for customer service positions.
5 Customer Retention Techniques To Try Today
These days, you're not the only lemonade stand in town – in fact, you might not even be the only lemonade stand on the block. To stand out, you have to differentiate yourself from the competition any way possible. How do you do that? By improving customer satisfaction! You don't need to reinvent the wheel, but ​when it comes to customer retention, you may need to give it a spin every now and then to make sure it's still working.
The Importance of a Customer Postmortem
You've lost a customer. It's okay. It happens. Now, take a step back. This is why it's critical you look back at the history of the client relationship and do a postmortem.
How to Retain Your Delightful Customer Service Team
Your customer service team is your first line of defense when establishing relationships with new customers, and your last line of defense for maintaining unhappy customers. A good customer service employee is valuable – too valuable. Without a retention strategy in place, what’s to stop your best employees from going elsewhere? The answer is nothing!
4 Ways To Say “Thank You” To Your Customers
In the U.S. Thanksgiving is just around the corner. It's a great time to say "thank you" to your customers and let them know just how much you appreciate them. Here are 4 ideas on ways you can do just that!
Why A Customer’s Poor Planning IS Your Emergency
Your customers' planning may not always be sufficient. How you help solve their problems will go a long way in defining your customer relationship.
5 Interview Tips for a Customer Service Job
The customer service industry is predicted to grow faster than average between 2014 and 2024. With new opportunity and competition, what can you do to get in on the action and land a coveted customer service job in 2016? We share 5 tips.
How To Manage A Customers’ Complaint About Pricing
How your customer service team manage customers' pricing concerns will go a long way toward reassuring customers of your value and retaining your customers in the months and years to come.
Changing Your Customer Support Procedures as Your Business Grows
When companies experience growth, especially rapid growth, it is the customer service segment that often has trouble keeping pace. You are so focused on expansion that you lose sight of what got you here -- servicing and wowing your customers. It was once easy to respond to customers at a lightning-fast pace. Now, you’re embarrassed to admit it could be days, if not a string of days, before you get around to hitting reply on a customer inquiry. Something has got to change.
4 Types of Customers and How to Serve Them
In this article, we cover a few types of customers you’ll come across, with tips on how to engage with them.
Hold, Please: Managing Your Customer Service Wait Time
No one likes being placed on hold. Consumers wants quick, uncomplicated answers, but holds happen. As a business obsessed with delivering delightful customer service, how can you create a pleasant hold experience for your customers? One that gives you the time you need to properly handle their request, but doesn’t make them feel put off or like they’re being herded around like cattle?