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…


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…


Better Customer Service by Segmentation

Segmentation is the process of organizing your audience based on shared characteristics in order to customize your messages and engage them accordingly. Targeting your recipients makes the messages you send more relevant and consequently, people will be compelled to take action. For every product, here is what you should consider in the market research process. ENGAGED USERS These are the people…


Listening Techniques of Great Customer Service Leaders

As a customer success leader, you are no doubt well-versed in the importance of listening to your customers. When done properly, listening builds strong relationships and without this skill, trust suffers. There are countless books and resources focusing on the importance of listening in all aspects of life. While there's many skills to learn, listening is one of the most important ones we should…


Chat Support Outsourcing

Have you ever been on a website and gotten completely lost? You’re wondering through the price options or product displays and have a pressing question that needs answers. Who do you go to?  Chat support is becoming a widespread tool for companies to provide assistance and support to their online customers. The era of the telephone operator and the busy hotline is over. Now all of your questions…


After Hours Support Outsourcing

Good customer service is the cornerstone of any business. It allows you to retain your customers, build a loyal following, enhance your brand and, of course, generate more revenue. However, your business hours are fixed and so are the timings of your employees. Does that mean your customers will only need your support when your office is open? Nope. Your customers may need help with your products…