Jitbit Blog about Customer Support

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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Jan 10 2017
13 Tips to Manage Your Support Ticket Queue Like a Boss

13 Tips to Manage Your Support Ticket Queue Like a Boss

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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Dec 27 2016
Lessons learned from analyzing 7 million customer support tickets

Lessons learned from analyzing 7 million customer support tickets

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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Dec 19 2016
13 "Must-Have" Components of a Rockstar Ticket Management System

13 "Must-Have" Components of a Rockstar Ticket Management System

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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Dec 15 2016
Empathy is not the most important thing in customer support

Empathy is not the most important thing in customer support

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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Dec 11 2016
Jitbit Helpdesk has completed the annual HIPAA audit

Jitbit Helpdesk has completed the annual HIPAA audit

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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