Jitbit Blog about Customer Support

About - Subscribe

Apr 29 2015
Support Incident Categorization tips

Most helpdesk tools, ticket/incident/issue trackers and knowledge-base software offer some way of "categorizing" support requests. Here are some useful tips on creating and organizing your categories we learned over the years of building our helpdesk ticketing system:

continued...

Apr 9 2015
Dealing with difficult customers

For the most part, our customers are pleasant and reasonable people. I'm sure your customers are the same. However every once in a while there comes a customer who is hard to deal with. He is annoyed, upset or maybe even plain rude. Here is how we handle complicated situations at Jitbit.

continued...

Mar 24 2015
6 Quick Fixes to Improve a Legacy Web App's UX

Every web-developer has to work with really old web-applications and sites sometimes. Built in the "pre-HTML5" era on top of some old framework using some odd tools and everyone is too scared or too lazy to touch it... Here are some quick tips that will help you make those monsters a little bit more friendly to your users in less than an hour.

continued...

Mar 8 2015
Quick tips for answering support emails better

Here's some short, nice, quick and actionable tips on how to better respond to customer support emails:

continued...

Feb 23 2015
Support by founders revisited

If you've read this blog before, you probably know that I am the biggest advocate for doing support myself. A while ago I wrote an article encouraging founders to reply to support tickets, where I wrote that founders should answer as many support tickets as they can. After doing it for another year I admit that I was wrong.

continued...

Feb 5 2015
A Single A/B-test Improved Our Helpdesk App Revenue by 25%

A lot of our readers are bootstrapped businesses and self-funded startups just like us. So I hope it's OK if we share our findings and challenges from time to time.

These are the results of a recent AB-test we ran on our "buy now" pages. Nothing new or special, just a trivial hypothesis and variations, but the results were overwhelming. Here we go:

continued...

Jan 25 2015
7 Brands that Revolutionized Customer Support

All these companies are known for amazing customer support (apart from offering a great product/service). And all these companies have one thing in common - customer support is everyone's job. Engineers, developers, executive officers, founders - everyone works in customer support every now and then.

continued...

Dec 18 2014
5 Reasons to Switch from Email to a Helpdesk System

How many times have you "marked something as unread" to deal with it later?

Don't get us wrong, email is perfectly fine if used appropriately. Especially for early stage startups that need to focus on launching their first product and getting their first customers. But once the "early stage" days are over, it's time to consider more powerful support tools.

continued...

Oct 16 2014
Meet the new Jitbit Helpdesk mobile apps

Just a quick update on the current state of our mobile apps - something that has started as a hobby project, grew up to be something used by thousands of people every day. But as you've probably noticed, we haven't pushed new updates in a while (especially for the iOS app). And while the apps still work perfectly fine, they have various problems that need fixing and we can't delay this any longer. Currently there are two main issues:

continued...

Sep 28 2014
Speeding up your helpdesk by 50% with canned responses

"Canned response" is a popular feature present in some email apps and most helpdesk systems, that allows inserting a quick pre-defined text into your response to a customer. Just like "self-support" help sites and searchable knowledge-bases can help you get rid of up to 45% of incoming support requests, the "canned responses" can speed up the remaining 55% drastically. If you're not using this feature you're really missing out.

continued...

  older >>