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How to Setup Your Help Desk Software

Step 1: Select an email address for support It is possible to use your personal email address when you start out to answer customer support, but it may not be the best way to provide great service. Some helpful tips when it comes to your support email address: Support email is the address people will use to contact your company for customer service. Ideally, this should be an easy address that…


Customer Support Technique #3

Acknowledging Without Encouraging When faced with an angry customer, acknowledge their perspective and the necessity of meeting their basic needs. "The catch is that 'what you focus on, you get more of' and people are naturally less likely to continue being difficult or angry when they feel acknowledged. Therefore, this technique combines two techniques: acknowledging their feelings politely…


How to Choose Your Help Desk Software

When it comes to choosing help desk software, there's many different options with varying benefits. Here are three key things to keep in mind when doing research. 1. Technology What's the difficulty level of your software for both employees and customers? Who are your customer service agents? Higher paid IT help desk agents will have a different skill set than an overseas assistant. It doesn't…


Why Does Your SAAS Needs a Help Desk Software

What is help desk software? The company's customer support team is the only point of contact for customers who have questions or problems. If you are starting out, then provide your customers with only a personal email address or phone number to contact you with any questions. As the company scales, customer service needs to be enhanced so that it is easily reachable and efficient. A help desk…


Skills You Need to Be a Customer Success Leader

  As customer success becomes more critical to a company's success, the role is becoming increasingly complex. With customers who are smarter than ever and platforms that keep getting better at meeting their needs, CS leaders face an overwhelming number of questions on a daily basis. CS Leaders must also have the right temperament to work with customers and develop specific skills that are…


3 Essential Qualities of a Customer Success Leader

As a customer success leader, you spend your days creating the best experience for our customers so we can retain and grow in long-term. Winning teams find confidence when company leaders are confident in their strategies. A trickle-down effect can occur with managers, team leads, and customers if there is focus and confidence of winning strategies among these groups. Here are three of the most…


How to Match Customer Messaging to Their Behaviour

Message personalization is often done in emails by adding the customer’s name to the subject, adjusting send time based on user location. Personalization has become a buzzword in marketing and service industries, but oftentimes what’s being offered is information that can be captured by age and location data. True personalization is not just about the static data that you can collect from…


IntelligentBee Receives Honor of Top Romanian BPO Companies on Clutch

  The Romanian business process outsourcing industry is expected to grow by 5%-10% year-over-year according to official authorities. The sector continues to flourish and help the nation overcome the harsh impact of the COVID-19 pandemic on the economy. Headquartered in the beautiful town of Iași, Romania, IntelligentBee is a world-class customer support, BPO, and software development service…


Customer Experience Outsourcing

Outsourcing, in general, can be a great collaborative effort to not only help alleviate deficiencies in a particular area of your business but it can also help with growth and expansion. Customer experience outsourcing is a viable option for anyone lacking the staffing or resources to properly tend to the customer's satisfaction. This article will explain what customer experience outsourcing is…


eCommerce Support Outsourcing

When you're running an eCommerce store, especially one that's bringing in new clients or gaining traction too quickly to keep up, you need fast, reliable customer support - and the best way to do this is through outsourcing eCommerce support. But what does eCommerce support outsourcing look like, and when should you make the switch to using a third-party provider? Here’s what you need to know.…