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Behind the Software: Q&A with Freshdesk's Dilawar Syed

Behind the Software: Q&A with Freshdesk's Dilawar Syed

By Kristin Crosier | Feb 03 2015

In this Q&A with Freshdesk we spoke with Dilawar Syed, President of North America Operations, about the company's commitment to comprehensive support software, its growing appeal to customers of all sizes and its foray into ... Read More

Would Visual Chat Software Have Helped Comcast Avert Disaster?

Would Visual Chat Software Have Helped Comcast Avert Disaster?

By Victor Shaburov | Aug 21 2014

By now we’ve all heard the infamous Comcast customer support call that brought major backlash to the brand for its less-than-stellar service rep training procedures. But could the communications company have averted disaster with visual ... Read More

Why Companies Have Slowly Taken To Outsourcing Customer Service

Why Companies Have Slowly Taken To Outsourcing Customer Service

By Alicia Gray | Mar 19 2014

These days customer experience matters a lot to organizations. Improvement in customer satisfaction and their loyalty is of great importance to service providers. Consequently, applying a proper strategy for improving customer satisfaction while outsourcing customer ... Read More

Can Basic Customer Service Be a Game-Changer?

Can Basic Customer Service Be a Game-Changer?

By Alicia Gray | Dec 31 2013

As a business owner you're going to do almost everything it takes to attract a customer. One of the key aspects of customer retention is providing top-tier customer service, something not necessarily associated with outsourcing. ... Read More

New Year's Small Business Resolutions for 2014

New Year's Small Business Resolutions for 2014

By Jennifer Riggins | Dec 17 2013

We all want to lose weight, save money, and eat better, but maybe instead of trying to take big steps in our personal life--and, let’s face it, we rarely keep up with those resolutions, anyway--maybe ... Read More

Deskero Help Desk Platform: An Exclusive Product Review

Deskero Help Desk Platform: An Exclusive Product Review

By Ashley Dotterweich | Sep 24 2013

With an eye on addressing the changing face of customer service needs, Deskero has taken the basic functionality of help desk software and made it smarter. From streamlining ticketing processes to building a better knowledge ... Read More

Let's Talk TeamSupport: Behind the Software with CEO Robert Johnson

Let's Talk TeamSupport: Behind the Software with CEO Robert Johnson

By Kristin Crosier | Aug 12 2013

Today’s standout customer service software solutions are devising platforms to help companies (and consumers) avoid the inevitable conversation loop that comes from speaking with an unqualified individual. We talked with TeamSupport CEO Robert Johnson about ... Read More

Customer Surveys are Great. Unless you Ask The Wrong Questions

Customer Surveys are Great. Unless you Ask The Wrong Questions

By Francis Moran | Jul 10 2013

The chief technology officer of a company for which I occasionally do some work dug into his archives this past week and came up with a customer survey that was administered when this company was ... Read More

House Renos and the Art of Customer Service

House Renos and the Art of Customer Service

By Francis Moran | Jul 05 2013

Customer service is based on what I have come to call my first law of competitive differentiation, the proposition that, in an age when almost any technological or cost advantage will rapidly and inevitably be ... Read More

A Customer Experience Where People Would Pay Double

A Customer Experience Where People Would Pay Double

By Shep Hyken | Jun 11 2013

Did the title of this article seem incredulous to you? Or, on the other hand, perhaps the prospect caused a bit of excitement in your mind. This article asks a variety of questions about the ... Read More