Jitbit Blogs

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

It’s not nearly as boring or useless as the name suggests – let me share how I have cut response time and number of agent-customer iterations and created more happy customers with this tool available in our help desk system.

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

Jitbit Helpdesk now comes with live chat features built into to the app out of the box. It's absolutely free for everyone and you don't need to set anything up - just install our support widget on your website and you are good to go.

Product update: Moving Hosted Helpdesk files to Amazon S3

You probably noticed that we offer unlimited storage on our helpdesk app pricing page for "Enterprise" customers.

You're backing up for the wrong disaster

Everyone should be doing backups, right?

[New Service] Migrate from On-Premise to Hosted HelpDesk

A lot of our customers still choose the on-premise helpdesk over the more convenient hosted version for various reasons. Over time maintaining your own server gets harder and harder - your database grows, things break, you need to install OS and Jitbit updates.

While we had the "hosted to on-opremise" migration service for a while now, we've been getting a lot of requests from clients who wanted to move "from their own server to hosted" lately. But we simply couldn't do it. Given our current architecture, it was really hard to merge customer's local data into our database.

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