Category: Desk.com

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»

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»

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»

This post was originally published on the Desk.com blog. Most leaders today believe in a “we” culture. They have read the books on building teams and work to implement the advice. Then they are stymied when the teamwork doesn’t happen or falls apart. Take these additional steps to turn your... Read More»

Desk.com's Principles of Customer WOW from Desk In an age when the social customer demands and expectaions have risen to new heights, customer support teams have been required to adapt accordingly. In the case of Desk.com, our team strives to provide what we like to call: "Customer WOW" across any... Read More»

Nowadays there is one challenge that all organizations will inevitably face: dealing with unhappy customers on social media. Whether you dread this or not, interacting with your customers on social can help you build up your brand and show off quality customer service. Research shows that 83% of people who... Read More»

Do you wear many hats at your place of business? Do some of them have to do with reaching out and engaging with your social media fans and customers? If so, then you’re performing the role of an online community manager. Today, an increasing number of companies have Community Management... Read More»

Some of the most successful companies have one thing in common – incredible customer service. These businesses go out of their way to make the customer feel appreciated, understood and cared for. The end result of this is simple but powerful -- a strong connection to the customer that goes... Read More»