Jitbit Blog about Customer Support

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Oct 3 2015
Quick update on the new Helpdesk design

Last week I've sent out an email to our hosted helpdesk customers promising that we will release the new UI design this week. We are getting lots of questions about why we haven't released it yet, so I decided to write a quick post to clear things up.


Jul 28 2015
7 Things Customers Don't Want to Hear

As a customer service professional, you know that when you get customer service right, you make a customer for life. But when you get it wrong, the customer will spread her bad experience with your company like a fast-moving oil slick all over Facebook and Twitter.


Jun 23 2015
How to create a dedicated customer support Twitter account and not to fail?

We are trying something new with our blog. This is our first guest post from Xenia Lakti – blogger and journalist.

Five years ago users were extremely happy if you even responded to customer support tickets. Today they demand a response in a proper way in a proper time (best of all — before they even ask for it). Twitter has turned into a valid way to interact with brands and to share information about companies that provide poor service. Like it or lump it, you can’t ignore this. Dedicated Twitter account makes sense since social media support has become the new real-time marketing tool.


Jun 17 2015
June 17th downtime

Today we had our longest downtime in seven years. Jitbit Helpdesk and all other services, including our website were down for a full hour.


Jun 4 2015
Robotic "enterprisey" customer support is not the worst kind

We've talked a lot about how you should talk to customers – the whole "be a human, not a robot" thing. This is still an issue in many companies. When I get responses to some of my support inquiries, I often wonder if a human being is even capable of writing such dry, "corporate" emails. But lately, a new, completely opposite, trend has been emerging.


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:


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.


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.


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:


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.


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