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One of the more interesting ideas I've seen kicking around the blogosphere is support by group chat. We use Campfire here at Dovetail as a group chat application, and we love it. It allows all of us to share information, even when we may be in different
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Over on IT toolbox, a recent post was inquiring about people's experience of dealing with Dovetail . One of our customers responded: we were a customer of theirs for about 2 years (purchased Super Email Clerk)...we moved on to a different package at the
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Becky at the Customers Rock! blog recently detailed the FreshBooks roadtrip , which is a great example of how a company can stay connected with its customers. I love this: This was not a product roadshow. This was a listening tour . I also really
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I've run into two scenarios this week where co-workers asked me how they should handle certain requests. How these questions get answered shows how much you're in a customer-centric mindset. Customer requests a new version of a product Within our SelfService
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One of the common tasks for a support/call center manager is making sure the team is living up to its service level agreements (SLAs). Pretty much every customer I've ever dealt with has different SLAs. As you can imagine, there's a zillion ways for companies
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The 37signals guys point us towards Twitter's use of HelpSpot's Help Desk software : How do you help your helpdesk/support team give you the best support? Give them the information they need right from the start. I really like the simple, clear, and concise
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I've blogged in the past about turning blog entries into customer experiences . Here's a recent real-world example of that. Adam Esterline reviewed Watir as part of a web application testing comparison. In his own words, "I did not give Watir very high
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The Customers Rock! blog points us to Chad, the web concierge at Element Fusion . From the Customers Rock! blog: Chad’s job as concierge is to hand-hold the customers as they take their first steps with Light and make the who experience quick and easy.
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