Jitbit Blogs

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.

5 Reasons to Switch from Email to a Helpdesk System

How many times have you "marked something as unread" to deal with it later?

Don't get us wrong, email is perfectly fine if used appropriately. Especially for early stage startups that need to focus on launching their first product and getting their first customers. But once the "early stage" days are over, it's time to consider more powerful support tools.

Meet the new Jitbit Helpdesk mobile apps

Just a quick update on the current state of our mobile apps - something that has started as a hobby project, grew up to be something used by thousands of people every day. But as you've probably noticed, we haven't pushed new updates in a while (especially for the iOS app). And while the apps still work perfectly fine, they have various problems that need fixing and we can't delay this any longer. Currently there are two main issues:

Speeding up your helpdesk by 50% with canned responses

"Canned response" is a popular feature present in some email apps and most helpdesk systems, that allows inserting a quick pre-defined text into your response to a customer. Just like "self-support" help sites and searchable knowledge-bases can help you get rid of up to 45% of incoming support requests, the "canned responses" can speed up the remaining 55% drastically. If you're not using this feature you're really missing out.

How to handle downtimes

Every app is going to go down at some point. No matter how good your team is you are going to have a major downtime. It’s not a question of “if” it’s a question of “when”. Even Google goes down from time to time. And when downtimes do happen, things get ugly quickly. These are going to be the hardest times for you and your customer support department.

Every serious outage causes loses. How much you lose depends directly on how your customer support agents have handled it.

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