No Bullshit Proactive Customer Service

How to provide proactive customer service without being intrusive?

OK, so everyone's talking about proactive customer service these days. Which is - helping a customer before they actually ask for help.

While this sounds very nice and all, in reality you're mostly annoyed by all these stupid overly excited intrusive canned messages.

Customer Service Tips FOR CUSTOMERS - How to Squeeze the Best Support out of Companies

There are soooo many "best practices" posts for support agents out there. But almost none for angry customers! How can you speed up case resolution? What do you do to expedite a response? How to fill in your requests efficiently? What are the hacks to poke an unresponsive agent?

Customer Service Quotes

"The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works."
Jeff Bezos

Rule-based chatbots in Jitbit Helpdesk using "rule chaining"

Our "Automation engine" has been out for a while now and I'm happy to see that it's the most heavily used feature in our help desk software. Clients use it for all sorts of tasks: to send out auto-responders, to auto-assign tickets to helpdesk "agents", to notify administrators when a ticket stays untouched for more than X days, to escalate "overdue" tickets etc. etc.

24/7 Support Ain't Worth Dying For

Don't spend your days and nights at the office – in the end, it’s not as productive as it seems but is costly in terms of the health toll and loss of efficiency. Let your customers find the helping hand at the end of their own sleeve, and intervene only when they can't figure it out on their own.

Knowledge Base: Quick and Precise Response to Customer's Needs

Random Tech Support Thoughts

1. If you ask multiple questions in a reply to a customer, they will answer only one. Usually the last one. Sometimes the first one. Numbering your questions really helps.

Product update: Live chat in the support widget

Product update: Moving Hosted Helpdesk files to Amazon S3

You're backing up for the wrong disaster

Everyone should be doing backups, right?