Category: Service

6 Tips for Hiring for Your Customer Support/Help Desk

6 Tips for Hiring for Your Customer Support/Help Desk

When you are filling IT customer-support and help-desk positions, getting the right people is critical. They interact with both your internal team and your customers, and the satisfaction of both of these groups is a priority. With that in mind, we’ve put together some steps that will help you find... Read More»

5 Things I Wish I Knew Before I Became a Support Agent

5 Things I Wish I Knew Before I Became a Support Agent

I’ve had a lot of different roles here at Desk.com and it all started with support. Back story: I was working at a startup that uses Desk.com when I got a great opportunity to join the Wow team as a Support Engineer. I learned a lot in that position and... Read More»

Building a Relationship: 4 Steps to Creating Customer Loyalty

Building a Relationship: 4 Steps to Creating Customer Loyalty

You work hard for your leads – and then you work harder to get them to convert, and eventually you have that first, exciting purchase that makes all your work worth it. That might be the end of the sales funnel, but it shouldn’t be the end of your relationship... Read More»

#DFEmerging: Internet of Connected Products (IoCP) at Dreamforce

#DFEmerging: Internet of Connected Products (IoCP) at Dreamforce

There are many ways to describe the Internet of Things and derivatives – Machine-to-Machine, Internet of Everything, and of course the Internet of Customers. During Dreamforce ’14 we’re further differentiating the Internet of Customers, dedicating a track, and calling it the Internet of Connected Products (IoCP). The IoCP track promises... Read More»

Sports Fans are Customers Too—And I Demand a Refund

Sports Fans are Customers Too—And I Demand a Refund

Being a sports fan can be a difficult journey. One season you’re on the top of the world, the next you watch the team implode before your very eyes. Sometimes it’s years of losing seasons, but you keep watching with the hope that eventually you will be rewarded for your... Read More»

3 Unlikely Service Phrases that Make Customers Unbelievably Happy

3 Unlikely Service Phrases that Make Customers Unbelievably Happy

Making your customers happy and providing stellar customer service is easier than ever before, and you don’t need an army of service agents to do it. And satisfaction isn’t the only benefit; those happy customers have the potential to add to your company’s bottom line, too. Fortunately, there are some... Read More»

3 Reasons You Can't Miss the Service Cloud Product Keynote

3 Reasons You Can't Miss the Service Cloud Product Keynote

There was a point in time when price was the #1 differentiator when customers made a purchasing decision. Then, product came into play. Today, it’s all about customer experience. Not only are customers asking for a better experience; they are demanding it. What’s more, they’re willing to help companies deliver... Read More»

3 Facts That Will Change the Way You Think About Culture

3 Facts That Will Change the Way You Think About Culture

Many leaders intrinsically understand the importance of creating a great team or company culture. In my last post we talked about ways of driving business results by building an awesome culture, but in working with many leaders to help them build that killer culture I’ve found there are a few... Read More»

Desk.com's Dreamforce Guide for SMBs

Desk.com's Dreamforce Guide for SMBs

We’re counting down to the biggest cloud conference of the year. If you’ve never attended Dreamforce and haven’t signed up yet, think again! Dreamforce isn’t just for big companies; it’s for anyone who dreams big and wants to take their business to the next level. So what’s the deal for... Read More»

10 Apps That Helped a CEO Achieve His Vision at Lightning-Fast Speed

10 Apps That Helped a CEO Achieve His Vision at Lightning-Fast Speed

Bob Mather, CEO of Pre-employ.com, wanted to change his business. With the help of Salesforce and AppExchange, he ended up changing the notion of how a background check should work. Bob had a vision for Pre-employ.com, one of the largest background check companies in the U.S., and he wanted to... Read More»