Jitbit Blog about Customer Support

Dec 30 2017
[New Service] Migrate from On-Premise to Hosted

[New Service] Migrate from On-Premise to Hosted

A lot of our customers still choose the on-premise helpdesk over the more convenient hosted version for various reasons. Over time maintaining your own server gets harder and harder - your database grows, things break, you need to install OS and Jitbit updates.

We've been getting a ton of requests from clients who wanted to move from their own server to ours, but we simply couldn't do it. Given our current architecture, it was really hard to merge customer's local data into our database.

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Dec 27 2017
[Inside Jitbit] The Database

[Inside Jitbit] The Database

This post opens a series of posts describing the tech stack we run on.

Our help desk software backend runs (mostly) on Microsoft's stack. The databases are powered by SQL Server and this post is a detailed description of the data storage architecture of our "hosted" helpdesk - for our customers, potential customers, and any DBAs who'd like to know more about hosting databases in Amazon's cloud.

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Dec 21 2017
All Hands Support: 5 Reasons Everyone Should Spend Time In Customer Service

By now, most organizations have adopted or started planning for a 'customer-first' approach to the way they do business.

That comes as no surprise. In an age of increasing demand and offer, customer retention requires more than excellent product execution and the benefits of a customer-centric strategy can be invaluable.

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Dec 18 2017
Today's hardware failure

This is a short post explaining what's happened today. We're still very busy repairing our helpdesk servers, but I thought we owe everyone an explanation and an apology.

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Dec 11 2017
Customer support interview questions

Customer support interview questions

"Hire slow, fire fast."

Many companies do the opposite. Especially startups. Pressure for speed and growth forces managers to be fast at hiring ("we need someone on customer service position YESTERDAY!") but very slow at letting poorly performing people go. Don't make this mistake.

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Nov 28 2017
How to Automate Your Customer Service Without Losing The Personal Touch

How to Automate Your Customer Service Without Losing The Personal Touch

Automation and optimization is everywhere these days, with companies working to improve operational efficiency in order to reduce cost while improving the overall customer experience.

The advancements we’ve seen in technology have provided countless opportunities to automate customer support. Organizations are making investments in this kind of automation because of the extensive list of benefits.

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Nov 6 2017
Average customer support metrics from 1000 companies

Average customer support metrics from 1000 companies

Almost four years ago I wrote an article about the most important customer support metrics that you need to monitor - "4 metrics to monitor customer happiness". Everything in that article still remains true - the core set of metrics didn't change. Here they are:

  • Response time - the time between ticket creation date and the first technician response
  • Resolution time - the time between ticket creation and closure dates
  • Average number of tickets created per day
  • Average number of tickets closed per day
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Oct 20 2017
Product Update: Hosted Helpdesk network issues resolved

Product Update: Hosted Helpdesk network issues resolved

This post is for our hosted helpdesk customers only. I figured we owe them an explanation of what's been happening here last week.

I'm writing this at 4:00am CET after a sleepless night and several days of struggle, but it's OK, I'm probably the happiest man in central Europe right now. We have finally resolved the latest challenge we had: occasional connectivity issues between our cloud servers.

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Oct 9 2017
10 Painfully Clear Signs Your Customer Service Sucks (and What You Can Do About It)

10 Painfully Clear Signs Your Customer Service Sucks (and What You Can Do About It)

A breakup always begs the question: Could I have prevented this separation?

When it comes to businesses and losing valuable customers, the answer is almost always yes.

US companies lose an estimated $84 billion every year due to poor customer service.

Despite the numbers, there are very few business owners or customer support managers who would openly admit their customer service just plain sucks.

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Sep 13 2017
Product update: Real-time updates, Upload Files via drag-and-drop and more

Product update: Real-time updates, Upload Files via drag-and-drop and more

Here is an overview of all the recent Jitbit Helpdesk updates

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