The IT industry is overwhelmed with abbreviations. ITSM vs ITIL vs SaaS vs DevOPS... Sometimes even technical journalists get lost, confusing "ITSM" with a "helpdesk"... So here is how IT guys (are supposed to) see it:
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Customer support is not all roses - quite often you have to deal with criticism from your customers. It’s very easy to take it personally and ruin your relationships with a client even further. How do you deal with situations like that? Here is the first thing to always remember:
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As I wrote in the very first blog post of our customer support series - Amazing Customer Support Defined - you should always strive to resolve a ticket as fast and in as fewer interactions as possible. It’s beneficial to both customers, and your support metrics. Unfortunately, I often see people forget about this simple rule and, I think, this is one of the biggest mistakes in customer support.
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Ever since we started developing Jitbit Helpdesk, we’ve been focusing on keeping the app simple. We believe this is what makes us stand out from the competition – our help desk is not bloated with dozens of buttons, checkboxes, and features that you will never use. Jitbit Helpdesk is a product built for a single purpose – being a ticketing system for email customer support.
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We had an email issue this Friday, September 23rd. Some emails sent to the built-in email addresses ("[email protected]") were not being imported into your helpdesks. The issue occurred approximately between 3PM and 4PM EDT.
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The process of hiring a new customer support rep is a very complicated subject (and that’s why I’ve been putting off writing about it for quite a while). But in the end, it all comes to picking the right candidate.
I’m not an HR manager, although I’ve hired a fair share of people, so I’m not going to write about the general questions to ask during an interview. You can find those on your own. I will focus specifically on what we are looking for in a support rep.
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I know, product updates & hints are so boring.
That's why we do this so very occasionally - only once in 3-6 months.
But this one is really worth posting.
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On average, loyal customers are worth up to 10 times as much as their first purchase according to White House Office of Consumer Affairs. Simply put, the more loyal customers you have, the more money your company makes.
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Categorizing support tickets is the second most important feature of almost any helpdesk ticketing system available on the market today (the first most important being ticket-tracking itself). Categories can be used for:
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It’s hard to stay on top of your customer support game all the time – it can get stressful, chaotic and crazy. That is why I created this checklist for myself to ensure that I’m always doing my best with every ticket.
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JitBit
