It can be easy to forget yourself when you’re the big kahuna of the office, but no matter how big your paycheck is, you’ve got to set a good example for those who work for you to keep your business afloat. Head honcho status aside, always remember that customer support begins with you, and your Keep Reading...
Every second counts when you’re in the process of helping a customer, and here at FuseDesk, we’re fans of leaving the customer with a great impression of the company, from the moment your interaction begins, to the moment a support ticket is closed. Whether you’re on a call or just typing a customer support response Keep Reading...
We often focus on the customers in need, those who are having a problem, the squeaky wheels. But how often are we simply reaching out with unprecedented customer support, just to check in on those who are ultimately responsible for keeping us all gainfully employed? Sometimes a simple thank you email is the most influential Keep Reading...
Recently, there have been a lot of companies under fire because of immature or burned-out employees insulting their customers. I'm sure you've heard some of the stories and they're really not worth repeating. When you're in front of a computer or a telephone, you're in the position of power, but as Peter Parker's uncle once said, Keep Reading...
When you’re managing an online help desk, it can sometimes feel like you’re a broken record, especially if your company has strict language that you must use when responding to customers, a la “Thank you for contacting 1-800-Support-a-Customer. We appreciate your business…” But no matter how tedious writing customer support responses becomes, there’s one thing Keep Reading...
Forrest Gump knew what he was talking about when he said life was like a box of chocolates. For customer support reps, some days on the job are like a rich truffle, while others are like those nasty drugstore fruit nougats. You may be nursing a killer headache, or falling asleep despite the 5-hour energy Keep Reading...
If you’ve got a heavy volume of emails flowing in from customers, or if your customer support representative has several duties to manage during the day, then creating email templates to use in FuseDesk from within Infusionsoft is the best way to save time and streamline your customer support for consistency. The Basics Your basic Keep Reading...
This week we gained some insight from customer support expert DeAnna Rogers in Austin, Texas. DeAnna not only provides customer support on a regular basis, but she also seeks out companies with whom she’d like to mutually benefit through joint ventures, so she’s got a unique perspective on how customer support can make or break Keep Reading...
A large part of many customer support reps’ days is consumed by responding to CAPS-LOCKED emails full of question marks. They create and send out templates, personalize individual responses, manage lengthy email threads, remain calm on escalated phone calls and resolve countless customer issues. And once they’ve heroically swooped in to save the day, they Keep Reading...
When you need directions, you head to your favorite online map site and find the shortest route from here to there. When you can’t remember the whoshisface actor in whatchamacallit movie, you head to the Internet Movie Database for a search. But when you need help with a specific product or service, you head to Keep Reading...