Jitbit Blog about Customer Support

Jan 12 2016
43 startup blogs That Will Elevate Your Business in 2016 (and Beyond)

43 startup blogs That Will Elevate Your Business in 2016 (and Beyond)

"The only thing worse than starting something and failing… is not starting something."
Seth Godin

Jan 5 2016
4 easy ways to improve your customer service

No matter how good your customer service is you can always do better. Today I've prepared a couple of tips that helped us a lot recently.


Dec 11 2015
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:


Nov 18 2015
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.


Nov 9 2015
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.


Oct 3 2015
Quick update on the new Helpdesk design

Last week I've sent out an email to our hosted helpdesk customers promising that we will release the new UI design this week. We are getting lots of questions about why we haven't released it yet, so I decided to write a quick post to clear things up.


Jul 28 2015
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.


Jun 23 2015
How to create a dedicated customer support Twitter account and not to fail?

We are trying something new with our blog. This is our first guest post from Xenia Lakti – blogger and journalist.

Five years ago users were extremely happy if you even responded to customer support tickets. Today they demand a response in a proper way in a proper time (best of all — before they even ask for it). Twitter has turned into a valid way to interact with brands and to share information about companies that provide poor service. Like it or lump it, you can’t ignore this. Dedicated Twitter account makes sense since social media support has become the new real-time marketing tool.


Jun 17 2015
June 17th downtime

Today we had our longest downtime in seven years. Jitbit Helpdesk and all other services, including our website were down for a full hour.


Jun 4 2015
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.


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