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

There are a ton of elements involved when attempting to grow the ideal customer support environment for your team. You’ll need to provide a good knowledge base, a good ticket tracking program, excellent training and support on the floor, and much, much more. One of the more underutilized methods of improving your customer support and customer satisfaction levels is to implement a workflows system for your agents to take advantage of on a daily basis.

Posted by Hallie Dunn on Tue, May 23, 2017 @ 06:00 AM
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How To Improve Customer Service

Improving your customer service can only mean one thing: improving your overall business. Giving your customers better service is a great way to not only keep them around, but also to grow your business. Better service ratings will put you higher on prospects lists of competitive business alternatives and better service will make your current customers stick around (maybe even buy more!). The question is, how do you improve your current customer service? 

Posted by Erik Lopez on Mon, May 22, 2017 @ 06:00 AM
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Ticket Templates and Why You Need Them

Even if your business is just starting out, providing your team with a proper system of ticket tracking software and ticket management is necessary to ensure success. It may seem appealing, money wise or otherwise, to pick a cookie cutter, ready-to-use customer service software solution to equip your team. However, this will quickly become apparent as one of the worst investments you could buy into.

Posted by Hallie Dunn on Mon, May 15, 2017 @ 12:30 PM
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Using Visual WorkFlows

As an organization, you have unique business practices that can't be served by off-the-shelf customer support software products. Save yourself some time and invest in a solution that can be tailored to your specific needs. With PhaseWare, you have access to a feature that we call Visual WorkFlows. Let's talk a little bit about what Visual WorkFlows are, how you can use them, and how simple it is to maintain and measure their performance.

Posted by Erik Lopez on Fri, May 12, 2017 @ 12:28 PM
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Energizing Your Workplace

The daily grind takes its toll on everyone. Even the most dedicated employees can have a tough time staying motivated at the workplace if the environment gets too stale. This is why it's important to make sure that you're keeping focused on the mental health of your employees as well as the financial health of your company. Balancing the two is a delicate art that takes practice and time, but with the right intention and organizational skills, you can come to excel.

Posted by Hallie Dunn on Wed, May 10, 2017 @ 12:30 PM
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The Run-Down On Reporting

Running reports for your company has innumerable benefits, but only when it’s done correctly. There is a right and wrong way of doing reporting, and at PhaseWare, we’ve spent over a decade researching and testing the best methods to bring our expertise to the table for our customers. The reporting tools we have developed are some of the most versatile, ambitious, functional toolsets out there -- and in this post, we’ll tell you why.

Posted by Hallie Dunn on Mon, May 08, 2017 @ 12:30 PM
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