Category: Customer Service

The most important part of providing outstanding customer service means being there for your customers in times of great crisis. When tragedy strikes, it’s imperative to be at the ready for your customers and their communities with a helping hand. Here’s a look at just a few things your customer... Read More»

Gartner, Inc., recently released its 2013 Magic Quadrant for the CRM Customer Engagement Center* report naming Salesforce.com a leader, something we are very proud of and is a testament to the hard work and innovation that has gone into building our products and servicing our customers. You can download a... Read More»

Mobile customer service is no longer “a nice to have,” but a “must-have” for support organizations who want to deliver superior service. This gives customers the ability initiate a service request from their smartphone, whether that means logging a case, starting a live chat, or even co-browsing with an agent.... Read More»

This post was orignally published on the desk.com blog. Back in the early days when we first launched our online store, Bumblebee Linens, we were lucky if we got 5 orders a day. After all, in the beginning we had no social media presence. Our store did not yet rank... Read More»

Customer service reps are no strangers to contests and leaderboards, which have long been a motivational mainstay at call centers. Unfortunately these old-fashioned poster-boards aren’t the most inspiring type of contest, especially in this digital age. In an industry that is tough enough when you consider the disgruntled phone calls... Read More»

Have you ever screwed up in a personal relationship? Have you ever said the wrong thing, missed a deadline or otherwise disappointed someone? When that happened, if you cared about the relationship, what did you do? Your answers may vary, but I’m confident you were most successful when you apologized,... Read More»

Click to see the Universal Inbox in action. Customer service is changing. Today’s environment, with its ever-present social media and mobile devices, is giving rise to a new customer with a new set of expectations. Social media is putting unprecedented pressure on businesses to adapt, especially small businesses with limited... Read More»

Building a first-rate customer service organization often falls on the shoulders of the VP of Customer Service; noticeably absent in the process are figures like the VP of Sales. Before the onset of social media and the era where a single consumer could broadcast his feelings to the entire world,... Read More»

John Tschohl, called the “guru of customer service,” by USA Today, Time and Entrepreneur magazines, is a best-selling author, service strategist and president of Service Quality Institute. John is a regular contributor to the Desk.com Blog Expert Corner series. As you know, attracting, hiring and training employees are time- and... Read More»

This post was originally published on the Desk.com blog. Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This is part of a series he’s shared with Desk.com from his upcoming book TOUCHPOiNT Power. So many organizations start out with the best of... Read More»