Customer Support Professional Blog

Yesterday a nice article 6 Technologies to Provide Customer Support without Going Nuts was posted on VerusNova blog. Mike compares 6 approaches to provide customer support:

Email
Support forums
Knowledgebase
Live chat
VoIP Helpdesk
Helpdesk or trouble ticket software

From my experience I would tell that a live chat and a good support forum is the best combination if you want to find the […]

A couple of days ago Joel Spolsky wrote a very nice article about customer support in a small software development company. Once again it’s nicely written and has a lot of smart points. But what I want to talk about today is not the article itself but an interesting observation based on it and other […]

I don’t think I can add something here.
Just read a bad example.
And a good one.

Yesterday Ian Landsman, the founder of UserScape, Inc. independent software development vendor which stands behind help desk software product HelpSpot published a brilliant article 10 Ways to Convert Customer Service into Sales on his blog.
I couldn’t say the same things better. When I worked for a micro ISV myself we conducted customer service according to these rules and the success […]

It’s St. Valentine Day today. So I think we can get a little bit out of topic. 
Have a look at those support team members at http://www.servicewrap.net/. Aren’t they nice?
I welcome the idea of putting pretty girls on your web site. Especially if they’re not just cute faces but faces of people you communicate with.
And one more […]

There’s a great saying by a futurist William Knoke:
The consumer is not king anymore. He is dictator.
Unfortunately for most of us, it is not true. But fortunately enough it is not true.
I don’t think customers want to be dictators. Dictatorship is inefficient and unpleasant. And what a typical customer would prefer is a mixture of […]

Exactly one month ago I wrote the very first article to this blog. So today this blog has a small but important event in its life: the first official annivesary.
It was a pleasure to post here for me and I hope next month I’ll have more time to write good articles and at least the same amount […]

This is how you create loyalty folks. Time to step up the support efforts if you want to compete.

— Will Herman

How to tell a great customer support service from a mediocre one? That’s easy. Great is what goes beyond your expectations.
Will Herman shows the difference in companies attitude to customer support providing a very […]

Isn’t today a birthday of one of your clients? Or maybe a holiday in her country? Or is today a one year anniversary of your first meeting? Be creative. It’s not difficult to come up with a reason for celebration.
Congratulate your customers, wish them good luck, lots of money and happiness. Just say warm words […]

Support over instant messengers is often used by small businesses. Typically those are one-man shops or companies having less then 10 employees where one person is responsible for supporting clients. Usually such companies decide on publishing this person’s preferred IM account name on the website. That’s nice but what if customers don’t use that particular […]