Jitbit Blog about Customer Support

Nov 6 2017
Average customer support metrics from 1000 companies

Average customer support metrics from 1000 companies

Almost four years ago I wrote an article about the most important customer support metrics that you need to monitor - "4 metrics to monitor customer happiness". Everything in that article still remains true - the core set of metrics didn't change. Here they are:

  • Response time - the time between ticket creation date and the first technician response
  • Resolution time - the time between ticket creation and closure dates
  • Average number of tickets created per day
  • Average number of tickets closed per day
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Oct 20 2017
Product Update: Hosted Helpdesk network issues resolved

Product Update: Hosted Helpdesk network issues resolved

This post is for our hosted helpdesk customers only. I figured we owe them an explanation of what's been happening here last week.

I'm writing this at 4:00am CET after a sleepless night and several days of struggle, but it's OK, I'm probably the happiest man in central Europe right now. We have finally resolved the latest challenge we had: occasional connectivity issues between our cloud servers.

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Oct 9 2017
10 Painfully Clear Signs Your Customer Service Sucks (and What You Can Do About It)

10 Painfully Clear Signs Your Customer Service Sucks (and What You Can Do About It)

A breakup always begs the question: Could I have prevented this separation?

When it comes to businesses and losing valuable customers, the answer is almost always yes.

US companies lose an estimated $84 billion every year due to poor customer service.

Despite the numbers, there are very few business owners or customer support managers who would openly admit their customer service just plain sucks.

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Sep 13 2017
Product update: Real-time updates, Upload Files via drag-and-drop and more

Product update: Real-time updates, Upload Files via drag-and-drop and more

Here is an overview of all the recent Jitbit Helpdesk updates

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Aug 8 2017
9 Customer Support Mistakes Sending Customers to the Competition (and How to Avoid Them!)

9 Customer Support Mistakes Sending Customers to the Competition (and How to Avoid Them!)

Customer support is a battlefield; a place where only the strongest and most attuned brands survive.

One misstep can mean the difference between a loyal customer and one who tells 10+ friends never to give your business the time of the day.

While companies struggle to survive with price wars and product offerings, they often neglect to focus on the one thing that could be the biggest differentiator for their brand:

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Jul 7 2017
23 Experts Reveal How to Scale Customer Support (Without Hurting the Customer Experience)

23 Experts Reveal How to Scale Customer Support (Without Hurting the Customer Experience)

Youth is a painful time. You’re losing and regrowing teeth. Falling off your bike. Starting school. Getting swirlies. Braces. Your first heartbreak.

You endure growing pains.

The early days of business are very similar. Nothing is harder than your first customer. As your company gets its legs underneath it, you treat these early customers as VIPs.

But later, sustaining the culture that helped you grow is hard. You feel the pains of growing the business without sacrificing customer experience. You’ve learned to walk, but can you run?

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Jun 6 2017
27 Experts Discuss Key Customer Support Metrics That Drive Growth

27 Experts Discuss Key Customer Support Metrics That Drive Growth

It’s the greatest truth of our age: “Information is not knowledge,” says author Caleb Carr.

It’s a sentiment befitting today’s digital era, where data is inherently collected and made readily available at any given moment. But when it comes to measuring and using that data effectively, many companies are at a loss as to why certain metrics matter, and what purpose they serve.

Truth is:

Metrics are completely useless if you don’t know how to interpret them, or why you have them. This is especially true in the dog-eat-dog world of customer support where seconds can mean the difference between crippling churn, and high lifetime value.

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May 4 2017
How to Set Measurable Customer Support Goals That Drive Growth

How to Set Measurable Customer Support Goals That Drive Growth

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Apr 5 2017
Fool-Proof Guide: How to Choose the Right Helpdesk Solution for Your Business

Fool-Proof Guide: How to Choose the Right Helpdesk Solution for Your Business

As if getting customers weren't hard enough, you also need a solid system in place to help maintain the relationship. Which is why choosing a help desk software to support customer queries and complaints is a decision you can't afford to take lightly.

But how do you choose the right help desk software when every provider claims to be the best, and offers a laundry list of shiny features and benefits to prove it?

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Jan 30 2017
11 Reasons Why Customer Advocacy is the Bedrock of Your Business

11 Reasons Why Customer Advocacy is the Bedrock of Your Business

Let’s face it: Not all customers are equal. Some, if you’re lucky, will become super-fans of your business. Customer advocates, if you will.

The term customer advocacy should make your ears perk up. These are the people who will become the pillars of your brand - the ones who spend the most money, bring in more customers, and shout your name from the rooftops.

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