web based helpdesk software Archives - ��²��վ Blog

Cloud Telephony and Mobile Apps for ��²��վ Support

Prashanth V K — Wed, 20 Nov 2013 06:29:59 +0000

The holiday season is approaching. What can be more gratifying than creating happiness! That’s exactly what we have in mind for you as well. It’s a great feeling to talk to customers and deliver amazing service. Phone is by far the most convenient way for customers to ask for and receive help. But, it’s usually a logistics nightmare to...

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Introducing: Notification Center for ��²��վ Support

Prashanth V K — Mon, 23 Sep 2013 07:49:45 +0000

One of the key influencers of an agent’s response time is the delay in getting notified of developments. We’ve observed this from our own customer service operation. Suppose an agent is typing a response to a customer. He/She doesn’t really know if another customer has responded on another conversation. This makes customer service very...

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Build Communities. Share Knowledge. Create Happiness.

Prashanth V K — Wed, 31 Jul 2013 06:35:43 +0000

A couple of months ago, we asked customers which tool/platform they used to build their business’ community. And, several of them mentioned Facebook. To understand this better and put things in the right perspective, we spoke to a some customers at length. We realized that they preferred Facebook just because it was easy and free. It didn’t...

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Poll: What's the ratio of support reps to sales reps in your business?

Prashanth V K — Mon, 22 Apr 2013 07:15:30 +0000

Businesses come in various shapes and sizes. Some can generate a lot of new business with a small sales team, but will need a much bigger customer happiness team to support customers. Other businesses might need a large sales to scale new business quickly and can do with a small team for customer support. Either way, an interesting metric to...

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Results: Facebook is the most used platform for community

Prashanth V K — Sat, 20 Apr 2013 04:06:57 +0000

In a bid to understand how businesses build communities, we had asked a question last week on our poll. We were eager to see what platforms were preferred by businesses to build a community. At the same time, we also wanted to see how much the idea of a building a community had permeated. As it turns out, Facebook was voted as the most...

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Poll: What do you use to build a community around your business?

Prashanth V K — Tue, 09 Apr 2013 05:34:48 +0000

Building a community around your business is, perhaps, the most important outreach activity you can ever pursue. It deserves such prominence especially because it’s a long-term activity. It’s an ongoing activity, like invoicing customers or addressing support queries. A community has far-flung benefits across various aspects of your...

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Results: What's your approach to customer support hiring?

Prashanth V K — Fri, 05 Apr 2013 06:42:09 +0000

At ��²��վ, we get to talk to several startup founders and small business owners regularly. A good number of times, the topic of hiring and retention comes up in our conversations. We thought it might be a good idea to ask the community at large and understand the broad opinion. We had asked a question on customer support hiring, via our poll last...

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Poll: What's your approach to customer support hiring?

Prashanth V K — Tue, 26 Mar 2013 06:20:13 +0000

Beyond the processes you put in place and the helpdesk software that your company uses, the customer service experience is ultimately influenced by the people you hire. People in customer-facing roles form the face of your company in the market. When they fit their roles, all’s well. Otherwise, well, not so well. The question we’re asking...

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Results: What kind of interactions do you prefer in a ticket?

Prashanth V K — Fri, 22 Mar 2013 06:04:40 +0000

Last week, we had asked ��²��վ Support users what kind of interactions they preferred in support tickets. Short interactions are crisp but several such interactions in a single support ticket could still reduce customer happiness significantly. Long interactions need more patience but might get the job done in just a few interactions itself. We...

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Poll: What kind of interactions do you prefer in a ticket?

Prashanth V K — Mon, 11 Mar 2013 07:00:35 +0000

What happens after a customer raises a support ticket asking for some help? You wade through the ticket to find out what information is available. Once you ingest that, you try to find the simplest possible solution for the customer. But, a little later, you realize there’s not enough information for you to suggest anything yet. So, you write...

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web based helpdesk software Archives - ���²�����վ Blog

Cloud Telephony and Mobile Apps for ���²�����վ Support

Introducing: Notification Center for ���²�����վ Support