Jitbit Blog about Customer Support

Sep 28 2014
Speeding up your helpdesk by 50% with canned responses

"Canned response" is a popular feature present in some email apps and most helpdesk systems, that allows inserting a quick pre-defined text into your response to a customer. Just like "self-support" help sites and searchable knowledge-bases can help you get rid of up to 45% of incoming support requests, the "canned responses" can speed up the remaining 55% drastically. If you're not using this feature you're really missing out.


Sep 14 2014
How to handle downtimes

Every app is going to go down at some point. No matter how good your team is you are going to have a major downtime. It’s not a question of “if” it’s a question of “when”. Even Google goes down from time to time. And when downtimes do happen, things get ugly quickly. These are going to be the hardest times for you and your customer support department.

Every serious outage causes loses. How much you lose depends directly on how your customer support agents have handled it.


Aug 25 2014
4 metrics to monitor customer happiness

How do you measure your customer support team success? The answer that immediately comes to my mind is "customer happiness". It is an ultimate helpdesk metric: if your customers are happy, it means that you've done a great job. However, "customer happiness" has one problem (apart from it being an obvious buzz term and sounding cheesy) — it can't be measured.


Aug 11 2014
Support by founders

At Jitbit me and Alex have been handling support tickets ourselves from the very beginning. We didn't have much choice since it was just the two of us. Two years ago we have started hiring customer support employees, but we still answer a significant number of support tickets daily.


Aug 4 2014
10 signs you’re not ready for a tech support job

So, you've decided to become a customer support agent. But do you have what it takes to be effective, successful and still enjoy your job? It mostly depends on your personal qualities and professional skills. But how do you know, if tech support suits you? Here are some signs that you are not ready to take on a customer support job:


Jul 29 2014
Growth-hacking using Google site search

I see a lot of startups using all kinds of popup surveys these days - Qualaroo, SurveyMonkey, HotJar, Survs etc. - in a attempt to squeeze more conversions from their funnels.


Jul 20 2014
Better words to use in your customer support emails

We always talk about how our responses to customer support requests should be more personal and less corporate and boring. But what makes a response personal? It's all about the words you use. This article is about how you can dramatically improve your customer support responses just by using some words over the others.


Jul 12 2014
4 Time-saving tips for your Help Desk

Help your helpdesk - follow these simple steps to make your support team more efficient with how they use their time.


Jul 6 2014
How to prioritize your support queue

So, you come into work in the morning, open up your help desk app and see 50 tickets waiting in the queue. How do you go about responding in a most effective way? The obvious way is to handle old issues first — going bottom to top. That's what I was doing for a long time until I realized it's wrong. Oldest issues aren't always the most important ones.


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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