Jitbit Blogs

[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.

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.

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.

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.

Average customer support metrics from 1000 companies

That's not the first time we dive into customer service metrics. Almost four years ago I wrote an article about the most important metrics 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

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.

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

Here is an overview of all the recent Jitbit Helpdesk updates

9 Customer Support Mistakes Sending Customers to the Competition (and How to Avoid Them!)

Customer support is a battlefield; a place where only the strongest and most attuned brands survive.

One misstep can mean the difference between a loyal customer and one who tells 10+ friends never to give your business the time of the day.

While companies struggle to survive with price wars and product offerings, they often neglect to focus on the one thing that could be the biggest differentiator for their brand:

23 Experts Reveal How to Scale Customer Support (Without Hurting the Customer Experience)

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?

27 Experts Discuss Key Customer Support Metrics That Drive Growth

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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