Jitbit Blog about Customer Support

Nov 28 2016
How to avoid burning out at a customer support job

How to avoid burning out at a customer support job

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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Nov 18 2016
"Help Desk" vs "Service Desk" vs "ITSM"

"Help Desk" vs "Service Desk" vs "ITSM"

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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Nov 10 2016
How to handle negative customer feedback

How to handle negative customer feedback

Customer support is not all roses - quite often you have to deal with criticism from your customers. It’s very easy to take it personally and ruin your relationships with a client even further. How do you deal with situations like that? Here is the first thing to always remember:

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Oct 26 2016
The Biggest Mistake in Customer Support: Playing for Time

The Biggest Mistake in Customer Support: Playing for Time

As I wrote in the very first blog post of our customer support series - Amazing Customer Support Defined - you should always strive to resolve a ticket as fast and in as fewer interactions as possible. It’s beneficial to both customers, and your support metrics. Unfortunately, I often see people forget about this simple rule and, I think, this is one of the biggest mistakes in customer support.

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Sep 27 2016
Zapier Help Desk integration is released with new features

Zapier Help Desk integration is released with new features

Ever since we started developing Jitbit Helpdesk, we’ve been focusing on keeping the app simple. We believe this is what makes us stand out from the competition – our help desk is not bloated with dozens of buttons, checkboxes, and features that you will never use. Jitbit Helpdesk is a product built for a single purpose – being a ticketing system for email customer support.

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Sep 24 2016
Email downtime on Friday, Sep 23 2016

Email downtime on Friday, Sep 23 2016

We had an email issue this Friday, September 23rd. Some emails sent to the built-in email addresses ("[email protected]") were not being imported into your helpdesks. The issue occurred approximately between 3PM and 4PM EDT.

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Sep 11 2016
3 Things to Look for When Hiring for Customer Support

3 Things to Look for When Hiring for Customer Support

The process of hiring a new customer support rep is a very complicated subject (and that’s why I’ve been putting off writing about it for quite a while). But in the end, it all comes to picking the right candidate.

I’m not an HR manager, although I’ve hired a fair share of people, so I’m not going to write about the general questions to ask during an interview. You can find those on your own. I will focus specifically on what we are looking for in a support rep.

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Aug 16 2016
Survey forms in Jitbit Helpdesk

Survey forms in Jitbit Helpdesk

I know, product updates & hints are so boring.

That's why we do this so very occasionally - only once in 3-6 months.

But this one is really worth posting.

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Jul 20 2016
How to make loyal customers

How to make loyal customers

On average, loyal customers are worth up to 10 times as much as their first purchase according to White House Office of Consumer Affairs. Simply put, the more loyal customers you have, the more money your company makes.

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Jul 12 2016
Categorizing your Support Tickets

Categorizing your Support Tickets

Categorizing support tickets is the second most important feature of almost any helpdesk ticketing system available on the market today (the first most important being ticket-tracking itself). Categories can be used for:

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