We try hard to write good policies at Basecamp. Make them plain and easy to understand. Without out all the dreaded legalese. By humans, for humans. I particularly like our refund policy and our Until The End of The Internet policy. But I’m sure we don’t always succeed. And sometimes our policies may decay over time. Terms that are or become unreasonable linger on. Ugh.
Feedback in business is crucial to growing and improving. It’s beneficial for any business to take a closer look at what is working and what could use improvement on a regular basis. But how do you do that? Where do you start?
Today we are excited to share a guest post by Kyle Chipman, who coordinates process and brand content management at Chipman Design Architecture, a leading architecture and interior design firm. As one of the early adopters of RealtimeBoard, Kyle shared some of the techniques that help him reduce the time his team spends on figuring out a seating plan at the office from a couple of weeks to less than two hours.
The basic goal of customer service is the same for every company, regardless of industry or business model: to provide customers and clients with the assistance and answers they need. That being said, the process of providing that assistance can look very different within different companies. This is especially true when comparing businesses operating on B2B and B2C models.
Choosing a customer support solution is an important decision. It can make or break your team’s ability to assist customers and have a major impact on the level of service you offer. And while there are plenty of great options available, most of them aren’t designed to be a one-size-fits-all solution. This means it takes some time and research to find one that’s right for your business’s needs.
Focus on security and privacy has been important for Wire from day one. Over the years we've taken numerous steps to strengthen our technology and sharpen our privacy-by-design approach to our product and business model. This is more relevant than ever with many starting to realize the destructive effects of weak security and lack of privacy on both day-to-day business operations, and our lives as people who trust our most intimate details to various online services.
How many of you measure the impact of support tickets on the company revenue? If you are like most companies that offer support, you measure the success of the support channels based on: the number of tickets they solve, the time it takes them to solve the ticket, client satisfaction.
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Sure, the “chat bot” comes to mind immediately, but even that has taken a backseat to larger uses of AI which still involve (and improve upon) the human element.
Reflecting the importance of providing excellent self-service to manage rapid growth and satisfy customers, you might want to launch tier 0. What is tier 0? It’s the self-service tier; the support available to customers that does not require directly interacting with a customer advocate. This includes the knowledge base available in an online help center, the product training that is available to customers, as well as assistance that is available in the product’s user interface.
Our support teams were one of the early adopters of Freshdesk’s new version — the Mint Experience. We caught up with Andy, our regional support manager, to talk about his experience with transitioning from the old Freshdesk UI to the Mint Experience. Here’s what he had to say.
