Customer Service Blog

  • How Speed Kills in Customer Service

    Thu, 17 Sep 2015, in Customer Service

    Speed Customer Servicephoto credit Gabriela Pinto

    In pursuit the unattainable, many companies are frantically pushing their limit in delivering faster service.

    We correlate faster service with happier customers – and ultimately more of them.

    As customers, we are embracing speed because the accessibility and quality of information available to us is on the increase. Since speed is easy to measure and manage, shouldn’t companies that offer the fastest service win out?..

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  • Why Fire Bad Customers and How to Do it Right

    Tue, 15 Sep 2015, in Customers

    Why companies can't fire bad customersoriginal photo credit Chris Walters

    “It’s always great to keep your options open” so the saying goes. Funny enough, this advice only goes so far. But how do you know when to stop?

    It was something that Dr. Dan Ariely, a professor of behavioral economics at Massachusetts Institute of Technology wanted to get to the bottom of. His experiment explored how attached we are to…

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  • Treat Feedback Like a Mirror for Your Business

    Wed, 26 Aug 2015, in Customer Service

    Customer Feedback is Your Company's Mirror

    We’ve been preoccupied with our image since we learned of our reflections in streams and pools of water. As humanity evolved, we’ve learned to polish reflective materials all the way until glass was invented during the middle ages. The rest, as they say – is history.

    Avoiding mirrors for any length of time would be an impossible task for most of us. I’m not talking about…

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  • Support in Your Language: Translation Tools for Helprace

    Thu, 16 Jul 2015, in Releases

    Translation Tools For Helprace

    By far our most popular feature request so far has been to offer Helprace in different languages. Since the idea was tossed around a few months ago, we've been overwhelmed by the response rate and pleasantly surprised to see so many languages being suggested.

    But wait – we've got two more reasons to be happy…

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  • Introducing Helprace Apps: Mold Support to Your Business

    Fri, 29 May 2015, in Releases

    Match your customer service to your business goals with Apps

    As if you didn’t already know, we pride ourselves on being able to offer a support solution via the help desk, knowledge base and community components. Yet some of our customers expressed difficulties in making the most out of Helprace. More specifically, they were frustrated by the inability to turn off the support channels and feedback options they weren’t using. We admit that we were a bit clunky on that front.

    Until now.

    We’re happy to announce a huge improvement to Helprace…

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  • Make Support Faster and More Productive with Macros

    Mon, 2 Feb 2015, in Releases

    Make support faster and more productive with macros

    Are you getting the same kind of questions from your customers time and time again? If you have a thriving business with growing support, you’re probably noticing that nothing slows your agents more than answering the same tickets over and over again. We listened to your ideas in our support portal and as always, want to make sure you’re getting the most out of Helprace.

    We know that support begins with…

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  • Top 10 Things not to Say to Angry Customers

    Thu, 26 Jun 2014, in Customer Service

    Top 10 things not to say to angry customers

    When customers are angry, they require extra care, attention and understanding. Teach your customer service reps to place themselves in a position of spending their hard-earned money for a product that failed to meet their expectations. Handling a difficult customer isn’t about saying the “right” thing – rather, it’s about not saying the “wrong” thing at the most tempting moment…

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  • A $180 Million Customer Service Mistake

    Fri, 20 Jun 2014, in Business

    A $180 Million Customer Service Mistakephoto credit 29233640@N07

    The United Airlines story

    In the good old days, a bad customer service experience wouldn’t go past your circle of family and friends. No matter how loud you yelled, only a dozen or so people would notice you. What if your words could be heard by 10 million people and cost the company $180 million in losses on the stock market?..

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  • It’s not the Size that Matters, It’s how You Use It!

    Fri, 20 Jun 2014, in Business

    It's Not the Size That Matters, It's How You Use It!photo credit ruthanddave

    If you’re a small or medium sized business, you are likely feeling the squeeze of your larger competitors. Not only are they underpricing you but they’re also trying to edge in on your customer base. Is there a way out?..

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  • What IS “Customer Satisfaction”?

    Fri, 13 Jun 2014, in Business

    What IS "customer satisfaction"?photo credit autohistorian

    There are some businesses out there that take customer satisfaction a little too seriously. We’ve all gone through this before. Like the time when my friend was taking delivery of a new car. After finalizing the deal, the service rep asked what my friend thought of their beyond stellar service. My friend nodded and smiled, indicating all was great. The salesman hinted that they take customer service seriously, but my friend thought nothing of it. The next morning…

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