The Customer Support Excellence Blog - Articles, Stories and Tips & Tricks

Who to Hire and How to Help Them

Creating the best, most effective customer service team has two different starting locations: the interview room, and the software box. The first step to making a great customer service team is to know who you are looking for when hiring.

Posted by Hallie Dunn on Mon, May 23, 2016 @ 12:30 PM
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Live Chat Customer Support: What is Live Chat?

At this point, most consumers and businesses are pretty familiar with Live Chat. But there is always room for improvement, which can often mean looking back at the basics of a function to get a handle on what changes might be needed. So when it comes down to it, what is Live Chat?

Posted by Hallie Dunn on Fri, May 20, 2016 @ 06:00 AM
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What Does Exceptional Customer Service Look Like?

Truly great customer service requires a lot of forethought, planning, and patience. The arena of supporting your customers has many layers and can be tricky to master without the right approach. Here are five of the best customer service and support tips.

Posted by Hallie Dunn on Sun, May 15, 2016 @ 12:30 PM
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Imperative Assets: Scalability

Why limit yourself? As an up-and-coming company, it may seem appealing to cut corners with your customer service software by purchasing a cookie cutter product, designed to get the job done for the moment. But this is a dangerous decision. When you are shopping for software, it pays to think from where you want to be: a large, successful company. What you need, ideally, is a product that can meet your needs as a growing company and have your back when you’ve made it big.

Posted by Hallie Dunn on Fri, May 13, 2016 @ 12:30 PM
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Imperative Assets: Reporting

Filling in box after box of an excel spreadsheet can make it seem like you are really accomplishing something. When you create reports, you’re pleasing the part of your mind that begs to organize and categorize, even if the reports you’re making are not particularly useful. How many reports a day get moved from your desk to someone else’s, without any real effect on your business strategy or decision making? It’s time to turn that train around. With properly used reporting, your company will be able to track and improve upon on its performance and customer service, from a broad scale to an individual basis.

Posted by Hallie Dunn on Mon, May 09, 2016 @ 12:30 PM
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Imperative Assets: Superior Searching

The internet is a wealth of information. It is an endless horde of expertise on every topic the mind could imagine, created by the ultimate human amalgam. It’s been argued that the internet is one of the greatest inventions of all time due to its unmatched ability to merge every culture and corner of the world into one place, but all of that comes to naught without the proper searching power.

Posted by Hallie Dunn on Fri, May 06, 2016 @ 12:30 PM
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