Jitbit Blogs

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.

4 metrics to monitor customer happiness

How do you measure your customer support team success? The answer that immediately comes to my mind is "customer happiness". It is an ultimate helpdesk metric: if your customers are happy, it means that you've done a great job. However, "customer happiness" has one problem (apart from it being an obvious buzz term and sounding cheesy) — it can't be measured.

Support by founders

At Jitbit me and Alex have been handling support tickets ourselves from the very beginning. We didn't have much choice since it was just the two of us. Two years ago we have started hiring customer support employees, but we still answer a significant number of support tickets daily.

10 signs you’re not ready for a tech support job

So, you've decided to become a customer support agent. But do you have what it takes to be effective, successful and still enjoy your job? It mostly depends on your personal qualities and professional skills. But how do you know, if tech support suits you? Here are some signs that you are not ready to take on a customer support job:

Better words to use in your customer support emails

We always talk about how our responses to customer support requests should be more personal and less corporate and boring. But what makes a response personal? It's all about the words you use. This article is about how you can dramatically improve your customer support responses just by using some words over the others.

4 Time-saving tips for your Help Desk

Help your helpdesk - follow these simple steps to make your support team more efficient with how they use their time.

How to prioritize your support queue

So, you come into work in the morning, open up your help desk app and see 50 tickets waiting in the queue. How do you go about responding in a most effective way? The obvious way is to handle old issues first — going bottom to top. That's what I was doing for a long time until I realized it's wrong. Oldest issues aren't always the most important ones.

Hire customer support like Southwest hires flight attendants

Let me start with an amazing story I heard from Mikey Trafton in 2012 at the BoS conference. About how Southwest Airlines interviews for flight attendants.

How to handle feature requests

Whatever industry you’re in, you must be getting tons of feature requests from your customers. And there is a wide-spread belief in the tech industry that you should always respond "no" to them. At Jitbit we think that it couldn't be more wrong.

Building a support site for your startup

You've already launched your product now it's time to set up a "self-service" help page for your users. Why?

According to Forrester, "72% of customers prefer self-service to resolve their support issues over picking up the phone or sending an email." Our own studies show (we keep an eye on these metrics since we're selling a helpdesk ticketing app) that up to 45% of support issues can be solved without contacting support. Of course it varies throughout specific niches and industries, but on average it's 45%. Which means - almost half of your support burden can be lifted.

older newer