From email to helpdesk, businesses come a long way. As your business expands, so do the needs of your customers—you have to expand your support to social media, you need to be mindful of all the small changes you make to your automation rules, strengthen security, etc. When you’re using a system that works well for small businesses but isn’t designed for scale, it might fail to perform when faced with heavy data.

Great customer service agents are invaluable in any business. Not only can they make your customers happy in an instant, but they can completely change the perception of your company. Finding these great agents, however, isn’t easy. Here are twelve customer service skills all great agents need and what you should look for when building your team…

Defining good customer service can seem to be a bit of a moving target, especially in this era of ever-increasing customer expectations. But the forward-thinking companies leading the charge in this new reality—such as Zendesk strategic partners Guru, Lessonly, and Stella Connect—are keenly aware that it’s their customers who get to make that determination, not them.

If you’re reaching high growth levels, your business must be doing something right. You’re increasing profit, growing your customer base, and hiring new employees in a rush. But if you don’t scale your customer service to support all of those new customers, your competitors could catch up to you. If you want to make the success last and stay on the fast track to rapid growth, you’ll need to make sure that your support approach is innovative.

After switching to a different email address, I recently logged in to my client account to change the contact information my mobile company had. On seeing the email field greyed out and uneditable, I visited their Help and Support page for assistance. Live chat support was available. It was 9:31 in the morning. Someone was already waiting for me—Gie. This Facebook Messenger-based bot initiated the conversation with one of the more tedious stages of getting support: account verification.

You may have already heard the news that we recently rebranded: RealtimeBoard is now Miro. In previous posts, we’ve covered why we felt this change was necessary and how our CMO approached the rebranding project. This post is focused on how we worked with our agency partner, Vruchtvlees, to create our new brand identity.

In the last months we’ve been working on a few things we know you’ll love. This is the first of many summaries in which we will share the shiniest new features, improvements and general updates.

The internet gives brands a unique customer service opportunity that didn’t exist even a few years ago. Now, brands can directly communicate with customers, and customers can share stories about brands with just a few clicks. This means that stories about your business can be sent out to thousands of people almost instantaneously, making them accessible to 3.39 billion internet users1. Sometimes these stories gain a huge amount of traction and can place your company in front of new prospects.

Seven in every ten entrepreneurs believes that the biggest obstacle to their company's success is inadequate communication between the team members. Delegating tasks, managing mega-projects, and maintaining continuous collaboration with the team members are some of the most crucial responsibilities of a team leader. The same responsibilities can result in a ‘lost chance’ in the absence of proper communication with all team members and apt collaboration throughout the project.

We’ve all worked with customers that have seemingly unrealistic expectations. You give them an inch and they expect a mile! However, losing them as a customer is simply out of the question. Maybe they’re a large percentage of revenue or there’s a lot at stake in making the business relationship work. Regardless of the scenario, here are 4 modern strategies for managing customer expectations…