Jitbit Blogs

How to say "No" to a customer

It's safe to say that when a customer contacts support, all they want to hear is a "yes" to all their questions and requests. But that's not always possible. This is one of the most complicated situations in customer support because people, in general, take rejection seriously.

A couple of years ago at the Business of Software conference in Boston, Sarah Hatter said something that was a revelation to me:

5 customer support tools for everyday use

Your helpdesk app helps you with a lot of things, but it can only do so much. I use a lot of third-party tools when I reply to tickets – they help me save time and provide better quality in my replies. In this post I've compiled a list of the five most useful tools.

7 worst tech support responses

In this blog, we've talked a lot about things you should say in your emails to customers. Today we are going to talk about phrases that are better left unsaid.

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.

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.

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:

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.

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:

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.

7 Brands that Revolutionized Customer Support

All these companies are known for amazing customer support (apart from offering a great product/service). And all these companies have one thing in common - customer support is everyone's job. Engineers, developers, executive officers, founders - everyone works in customer support every now and then.

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