customer support

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Focus on Customer Relationship Management Applications

Friday, October 15, 2010 by Sidney Angelos

Customer Support

Businesses which desire more efficient sales, marketing, and support teams should focus on customer relationship management (CRM) applications for maximum results. These types of applications will assist customers with organization, analysis, scheduling and data storage. Businesses need to find innovative ways to remain abreast of their particular industry, to streamline business, to maximize results and to increase revenue. CRM applications help companies do all of this—and do it effortlessly.
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Get Your Community and Customers Involved By Making Support Social

Friday, October 1, 2010 by Sidney Angelos

Social Networking

The traditional way of providing customer service? Supply your customers with a telephone number keyed into a bewildering variety of voicemail forward options with only marginal specificity to their problems and concerns. Make it very difficult for your customers to connect with a real, live customer service representative. If one customer does manage to connect with a service agent, make sure that service agent is operating out of a call center located in an analogous location and that he or she has very little personal investment in helping your customer solve their dilemma.

How satisfied do you think that customer will be by the end of this interaction? How long before she bails?
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Back to Basics—Building and Maintaining Customer Relationships

Wednesday, August 11, 2010 by Jace Modavi

Customer Relationship Management

The customer is king. The customer is always right. How many times have you heard these old chestnuts bandied about? The fact is, though, that clichés are clichés for a reason—they hold water. And I think these two clichés about the importance of customers to a business bear repeating because they are so often thrown to the wayside by companies that are too focused on cost-cutting.

So in this post I’m going to get back to basics and talk about building and, equally important, maintaining customer service.
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How & Why Help Desk Software Improves Customer Service Efficiency

Tuesday, July 20, 2010 by Sidney Angelos

Customer Service Software

Companies who desire an effective customer service department need software that organizes the helpdesk and all related customer correspondence. Customer service representatives are inundated with emails, calls, tweets, and other customer requests that must be attended to daily. To provide great and consistent service, companies must utilize software that will help them deliver accurate and timely responses.
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Call Center Solutions for Your Business Infrastructure

Friday, July 9, 2010 by Sidney Angelos

CRM Contact Enterprise Solutions

What’s the number one reason why customers give up on a company? Poor customer service. Companies that make it through tough economic times are the ones that keep a sharp eye on the bottom line but refuse to cut back on those extras that attract new customers, keep repeat customers from straying and entice the prodigals back into the fold.
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Increase Your Bottom Line by Focusing on Customer Experience with CRM

Thursday, July 1, 2010 by Jace Modavi

Customer Service Software

What is a customer experience like in your business? When and where does it occur? Does it make the customer want to buy from you again? Why or why not?

These are the kinds of questions that sales managers would love to answer, but often can’t. Yet there are ways to get meaningful, valuable feedback that helps you understand and improve the customer experience, thereby helping to improve sales and your bottom line:  use customer relations management (CRM) applications that run in the cloud.
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Improving Call Deflection with Your Knowledge Base

Tuesday, June 22, 2010 by Jace Modavi

Call Deflection

Sooner or later, you must face the fact that your customers frequently need help. Many companies attempt to handle this with a help desk or customer service department that responds to incoming calls. When call volume exceeds capacity, calls are deflected to voice mail. One of the biggest call center challenges is returning all of the calls that have been forwarded. Someone must first listen to the messages and then attempt to reach the caller before the issue can be resolved. A business can save money and improve customer satisfaction with an effective knowledge base.
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Emerging Trends in Help Desk Software

Thursday, May 20, 2010 by Jace Modavi

Automated Email Ticketing

I know I talk a lot about the amazing features of cloud computing, and what it can do, especially in the areas of CRM and sales, but it really is that impressive. If you don’t know what cloud computing is, your bottom line is begging you to find out. It’s tough to overestimate what a game-changer this development will be in help desk applications going forward.

Help desk software clearly keeps your customer relations going, and recent innovations in platform development have shown great promise. Some of the more exciting trends include cloud computing, and expanded self help solutions. In fact, both of these innovations are combining in exciting new ways to streamline processes, pleasing more clients.
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Why Social Networking Web Sites Make Customer Service Even More Important

Wednesday, May 12, 2010 by Jace Modavi

Social Media

If you still think that Twitter and Facebook are for teenagers who do nothing more than gush over Justin Bieber and Twilight, let me tell you a little story.
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Get a Running Start in 2010 with CRM

Tuesday, January 5, 2010 by Jace Modavi

Sales Pipeline Automation

Has your business been keeping pace lately? Or is it lagging behind? One way to get off to a running start is to use customer relationship management, or CRM, applications that run in the cloud.

Let’s start with some definitions.
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