Category: Desk.com

Small Business Spotlight: Growing a Sustainable Business Starts With Awesome Customer Service

Small Business Spotlight: Growing a Sustainable Business Starts With Awesome Customer Service

Greenvelope, a rapidly-growing electronic invitation, ticketing, and event management company, offers an eco-friendly way for people to celebrate the memorable days in their lives. We talked to Sam Franklin, CEO, about the role that customer service has played in the company’s growth. 1. Why did you make customer service a... Read More»

Small Business Spotlight: 8 Steps to Tackling Customer Service in the Digital Age

Small Business Spotlight: 8 Steps to Tackling Customer Service in the Digital Age

Regardless of your industry or how much experience you have, customer service will always be challenging – not impossible, but challenging. This is because you can’t possibly please everyone. In the digital age, customer service is exponentially more challenging than it’s ever been. However, by learning to utilize technology –... Read More»

Small Business Spotlight: Creating a Kick-Ass Knowledge Base

Small Business Spotlight: Creating a Kick-Ass Knowledge Base

This article originally appeared on the Desk.com blog. So, you’re using Desk for email, but you keep getting some of the same questions over and over again. You’ve setup some Macros for canned responses, but how do you educate your customers and deflect these questions? Create a customer-facing knowledge base!... Read More»

8 Things Your Customer Service Team Should Never Say To Customers [Infographic]

8 Things Your Customer Service Team Should Never Say To Customers [Infographic]

Lauren Habig is a Marketing Manager at Desk.com responsible for community management and social media strategy. She has spent much of her career working for and with small businesses, helping them to utilize technology and customer service as a competitive advantage. A version of this post originally appeared on Desk.com.... Read More»

Small Business Spotlight: How You Can Look Like a Big Fish in a Big Pond

Small Business Spotlight: How You Can Look Like a Big Fish in a Big Pond

A version of this post originally appeared on wired.com. Small businesses face a David and Goliath like situation each day. How do you take on big, well entrenched competitors and win? A great idea can only take you so far. In today’s crowded landscape, companies of all sizes are vying... Read More»

Small Business Spotlight: What I Wish I Knew When I Started My Company

Small Business Spotlight: What I Wish I Knew When I Started My Company

It’s not often that you hit the ball out of the ballpark on your first swing, and all too often, the learning curve for entrepreneurs can be painful and expensive. I was a core part of the founding team of three companies before my fourth, Assistly, was purchased by Salesforce.com... Read More»

Small Business Marketing 101: Easy Ways to Grow your Business

Small Business Marketing 101: Easy Ways to Grow your Business

If you are not happy with the results of your marketing efforts for your small business, you are not alone. The unfortunate truth is that many small business owners often feel lost when it comes to marketing. There may be a general idea of funding one marketing project and seeing... Read More»

Sifting Through Data to Find Relevant Customer Metrics

Sifting Through Data to Find Relevant Customer Metrics

Customer service and marketing specialists are often fire-hosed with data. However, the devil isn’t always in the details. Sometimes you need to be able to identify clear patterns and threads that can only happen when you look at the right metrics over long periods of time. Companies can value from... Read More»

5 Ways to Keep Your Customer Service Team Off the Naughty List

5 Ways to Keep Your Customer Service Team Off the Naughty List

Celebrating the holidays with friends and family can be some of our most memorable times, but getting ready can sometimes be as stressful as buying a new car or taking the SATs. Not only does your customer support staff have their own celebrations to plan and presents to buy, but... Read More»

3 Customer Support Lessons From Driving the Wienermobile

3 Customer Support Lessons From Driving the Wienermobile

Yes. It happened, and I can prove it. I’m one of the lucky dogs who drove the Oscar Mayer Wienermobile across the country after college, and I learned some valuable customer support lessons along the way. Here are three lessons that can be translated very well to your support team... Read More»