Jitbit Blog about Customer Support

Jun 29 2014
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.

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Jun 14 2014
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.

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Jun 8 2014
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.

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May 22 2014
How we nearly lost our domain (and how you can prevent this)

TL:DR version when we transferred our domain to NameCheap during the GoDaddy SOPA boycott NameCheap has silently changed our domain's main contact email to "[email protected]" (wtf?), so we were not getting verification emails from ICANN, so ICANN has blocked our domain. Watch out.

Today our domain name ("jitbit.com") went down for nearly 30 minutes. Our website and all our hosted apps, including the hosted version of our help desk ticketing system were inaccessible (our hosted customers access the app using "xxxxx.jitbit.com" URLs). Here's what happened.

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May 12 2014
How to apologize to a customer

As customer support engineers we have to apologize a lot. This is probably what we do most often. When I was just starting out in customer support it was the hardest thing for me to figure out. When a customer is upset, angry or furious — what do you do to make things right? Simply solving the issue was never enough. I was struggling to find the answer for a long time and I think I finally found it - after years of working in customer support and developing a helpdesk ticketing system. The right apology can work magic. An apology is a chance to convert a disappointed customer into a loyal customer if you know how to handle it right.

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Apr 30 2014
Amazing customer support defined

You probably already know that providing great customer support should be a top priority. What exactly an amazing customer support experience is? Over the years of answering support tickets and developing a helpdesk ticketing system, we figured out what works and what doesn’t and this is my attempt to give a definition of a “great customer support interaction”.

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Apr 28 2014
A single most effective SaaS email follow-up you're probably not using yet

Email follow-ups are a growing trend in SaaS startups community — every successful founder I’ve met swears by it. At Jitbit we are no exception. Over the course of last two years we’ve sent thousands of emails to customers and prospects.

We’ve tried different types of follow-ups with different sequences — pretty much the same things that everyone else is doing. But lately I’ve come up with a follow-up that is five times more effective than anything else we’ve tried.

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Apr 25 2014
Setting up a low-memory email alert on a Windows server

Since most of our customers are helpdesk teams and IT-support departments, we will sometimes publish useful tips for IT pros on this blog.

This is how you set up a low-memory email alert on a Windows 2012 Server:

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Jan 31 2014
[Jitbit News] Hosted Helpdesk downtime post-mortem

Our hosted help desk app was down for more than half an hour today. The outage affected all the services including the email-pickup modules and the web-app. During the outage anyone accessing the helpdesk app was getting a 503 "Service unavailable" error.

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Jan 24 2014
An actual Adobe customer support log

While some companies offer awesome customer support, some are stuck back in the 90s. Including Adobe, who's probably outsourcing this stuff to a contact-center overseas that uses a helpdesk ticketing system.

This is a real live chat log with Adobe customer support. A customer had a problem with Dreamweaver (the app was freezing every 20-30 seconds) so he decided to contact Adobe customer support department via their online helpdesk system. Someone named 'Vikas' responded to the ticket, but said his area is "installation and configuration only", so he couldn't help. The ones who could - were unavailable at the moment, "so please come back later". Our guy had waited 24 hours and wrote them back the next day. Here's what happened next:

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