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Read the latest Customer Service software articles, news and reviews.
Behind the Software: Q&A with Freshdesk's Dilawar Syed
By Kristin Crosier | Feb 03 2015
In this Q&A with Freshdesk we spoke with Dilawar Syed, President of North America Operations, about the company's commitment to comprehensive support software, its growing appeal to customers of all sizes and its foray into ... Read More
Would Visual Chat Software Have Helped Comcast Avert Disaster?
By Victor Shaburov | Aug 21 2014
By now we’ve all heard the infamous Comcast customer support call that brought major backlash to the brand for its less-than-stellar service rep training procedures. But could the communications company have averted disaster with visual ... Read More
Why Companies Have Slowly Taken To Outsourcing Customer Service
By Alicia Gray | Mar 19 2014
These days customer experience matters a lot to organizations. Improvement in customer satisfaction and their loyalty is of great importance to service providers. Consequently, applying a proper strategy for improving customer satisfaction while outsourcing customer ... Read More
Can Basic Customer Service Be a Game-Changer?
By Alicia Gray | Dec 31 2013
As a business owner you're going to do almost everything it takes to attract a customer. One of the key aspects of customer retention is providing top-tier customer service, something not necessarily associated with outsourcing. ... Read More
New Year's Small Business Resolutions for 2014
By Jennifer Riggins | Dec 17 2013
We all want to lose weight, save money, and eat better, but maybe instead of trying to take big steps in our personal life--and, let’s face it, we rarely keep up with those resolutions, anyway--maybe ... Read More
Deskero Help Desk Platform: An Exclusive Product Review
By Ashley Dotterweich | Sep 24 2013
With an eye on addressing the changing face of customer service needs, Deskero has taken the basic functionality of help desk software and made it smarter. From streamlining ticketing processes to building a better knowledge ... Read More
Let's Talk TeamSupport: Behind the Software with CEO Robert Johnson
By Kristin Crosier | Aug 12 2013
Today’s standout customer service software solutions are devising platforms to help companies (and consumers) avoid the inevitable conversation loop that comes from speaking with an unqualified individual. We talked with TeamSupport CEO Robert Johnson about ... Read More
Customer Surveys are Great. Unless you Ask The Wrong Questions
By Francis Moran | Jul 10 2013
The chief technology officer of a company for which I occasionally do some work dug into his archives this past week and came up with a customer survey that was administered when this company was ... Read More
House Renos and the Art of Customer Service
By Francis Moran | Jul 05 2013
Customer service is based on what I have come to call my first law of competitive differentiation, the proposition that, in an age when almost any technological or cost advantage will rapidly and inevitably be ... Read More
A Customer Experience Where People Would Pay Double
By Shep Hyken | Jun 11 2013
Did the title of this article seem incredulous to you? Or, on the other hand, perhaps the prospect caused a bit of excitement in your mind. This article asks a variety of questions about the ... Read More