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Let’s set the scene – I’m sure you’ll recognize it. You’ve been hired as a customer service manager, tasked with delivering great customer service. But your VPs and C-level execs are focused on profit margins and productivity. They want to cut your...

How important is customer service via social media? According to J.D. Power, 67% of consumers have used a company’s social media channel for customer service. And when they do, they expect a fast response. Research cited by Jay Baer tells us that ...

United Breaks Guitars (Photo credit: Wikipedia) A few weeks ago, I told you about an app that helps you skip the wait-time when calling customer service. However, just because you get to talk to a person faster doesn’t necessarily mean you...

Top Ten List As usual, this customer service article is being published on Wednesday.  However this particular Wednesday is Christmas day.  So, in the spirit of the holiday season, I thought it would be nice to share my holiday wish for you...

The best help desk software system can become a major factor in success of your small business. However, before you stop reading this and look for the next help desk management vendor available, you have to do a thorough review of various considerations...