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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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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For support agents, there are few things more stressful than an in inbox overflowing with support tickets.
Managing the queue can be brutal. Just when you think you’re done, you see others waiting in the ticket line. There are the tickets no one wants to touch because they are too difficult, and rogue tickets bounce back and forth between agents and departments.
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Next month we are going to hit a total of seven million tickets handled by the Jitbit Helpdesk customers. Jitbit has been around for almost ten years, and we've accumulated a lot of data. So we thought we dig in and see what we can find.
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If you’re a business owner, there is always a lot to do.
Vendors need to get paid. Customers invoiced. Bugs fixed. Customer service questions to be answered. There are countless moving pieces that never end.
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Without a doubt, the most important quality to have as a customer support worker is empathy. This is the quality you need to look for when hiring. However, some companies, especially, young startups seem to take this a little bit over the top. Recently I've read an article by one of such startups, Slack, that I strongly disagree with.
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We are happy to announce that we have completed another annual audit. Our HIPAA compliant help desk software has passed all the security risk assessments. Here is a brief list of the things we've done during the last couple of months:
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As I said multiple times, customer support is a very stressful job. The best thing you can do for your productivity is to take care of your mental health. I believe this is the hardest part about the job and I struggle a lot with this.
I wanted to share a couple of tips in this post, which the Jitbit support team and I use to deal with frustration and to avoid burning out.
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The IT industry is overwhelmed with abbreviations. ITSM vs ITIL vs SaaS vs DevOPS... Sometimes even technical journalists get lost, confusing "ITSM" with a "helpdesk"... So here is how IT guys (are supposed to) see it:
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JitBit
