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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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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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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JitBit
