OK, so everyone's talking about proactive customer service these days. Which is - helping a customer before they actually ask for help.
While this sounds very nice and all, in reality you're mostly annoyed by all these stupid overly excited intrusive canned messages.
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There are soooo many "best practices" posts for support agents out there. But almost none for angry customers! How can you speed up case resolution? What do you do to expedite a response? How to fill in your requests efficiently? What are the hacks to poke an unresponsive agent?
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"The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works."
Jeff Bezos
Our "Automation engine" has been out for a while now and I'm happy to see that it's the most heavily used feature in our help desk software. Clients use it for all sorts of tasks: to send out auto-responders, to auto-assign tickets to helpdesk "agents", to notify administrators when a ticket stays untouched for more than X days, to escalate "overdue" tickets etc. etc.
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Social media isn’t just a great way for SMBs on a budget to advertise their products and services, but to implement as an omnichannel customer support system that can manage itself with minimal guidance from support agents.
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Don't spend your days and nights at the office – in the end, it’s not as productive as it seems but is costly in terms of the health toll and loss of efficiency. Let your customers find the helping hand at the end of their own sleeve, and intervene only when they can't figure it out on their own.
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It’s not nearly as boring or useless as the name suggests – let me share how I have cut response time and number of agent-customer iterations and created more happy customers with this tool available in our help desk system.
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1. If you ask multiple questions in a reply to a customer, they will answer only one. Usually the last one. Sometimes the first one. Numbering your questions really helps.
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Jitbit Helpdesk now comes with live chat features built into to the app out of the box. It's absolutely free for everyone and you don't need to set anything up - just install our support widget on your website and you are good to go.
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You probably noticed that we offer unlimited storage on our helpdesk app pricing page for "Enterprise" customers.
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JitBit
