Jitbit Blogs

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.

[Inside Jitbit] The Database

This post opens a series of posts describing the tech stack we run on.

Our help desk software backend runs (mostly) on Microsoft's stack. The databases are powered by SQL Server and this post is a detailed description of the data storage architecture of our "hosted" helpdesk - for our customers, potential customers, and any DBAs who'd like to know more about hosting databases in Amazon's cloud.

All Hands Support: 5 Reasons Everyone Should Spend Time In Customer Service

By now, most organizations have adopted or started planning for a 'customer-first' approach to the way they do business.

That comes as no surprise. In an age of increasing demand and offer, customer retention requires more than excellent product execution and the benefits of a customer-centric strategy can be invaluable.

Customer support interview questions

"Hire slow, fire fast."

Many companies do the opposite. Especially startups. Pressure for speed and growth forces managers to be fast at hiring ("we need someone on customer service position YESTERDAY!") but very slow at letting poorly performing people go. Don't make this mistake.

How to Automate Your Customer Service Without Losing The Personal Touch

Automation and optimization is everywhere these days, with companies working to improve operational efficiency in order to reduce cost while improving the overall customer experience.

The advancements we’ve seen in technology have provided countless opportunities to automate customer support. Organizations are making investments in this kind of automation because of the extensive list of benefits.

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