by Keith Fuchs | Apr 13, 2014 | Customer Support, Troubleshooting
To understand areas that may need improvement and popular topics among customers, generate reports about the use of your interactive troubleshooting guide. Continued management exists to ensure that every part of the customer support mechanism is operating to its...
by Keith Fuchs | Dec 31, 2013 | CRM, Knowledgebase, Troubleshooting
Rather we realize it or not, language is one of the most powerful factors in our lives. The way words are said, sentences phrased and tones used, can make all the difference in our message is received. You can be trying to communicate something positive, but due to...
by Keith Fuchs | Dec 30, 2013 | Automate Support, CRM, Customer Support, Knowledgebase, Troubleshooting
As this Zendesk article points out, phone-based customer experience support, especially for large companies, is in something of a mire right now, for a variety of reasons, be it a poor infrastructure or poor technological resources. They point out a fact that may...
by Keith Fuchs | Dec 28, 2013 | Automate Support, CRM, Customer Support
It seems as if every business, from major big-box retailers on down to mom-and-pop ice cream parlors, have some sort of customer loyalty program. These programs can take many forms. It can be a card swiped at the register at the time of purchase that gives a discount....
by Keith Fuchs | Dec 3, 2013 | Automate Support, CRM, Customer Support, Knowledgebase, Troubleshooting
Have you heard of the “reporter’s questions?” If you took a journalism course in high school or college, or any kind of writing class for that matter, you probably did. If you didn’t, or need a refresher, here they are: who, what, when, where and how? What...
