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Your Live Chat isn’t Perfect, but it Could Be

You’ve decided that live chat software will be a great addition to your customer service offering. Well done, you’ve made the right choice. Doing something, though, isn’t the same as doing something...

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Confused? The difference between Desk.com and Salesforce Service Cloud

Do you think deciphering the difference between the myriad help desk software and customer support apps is a herculean task? Well, I won’t be arguing with you. There are a huge number of service desk...

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Six Powerful Products from Salesforce

Salesforce gives your business an array of opportunities for maximizing your team’s efficiency to empower your customers. It is the force you need at a time when customers are hyper vigilant for the...

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Is it Time to Move your Call Center to the Cloud?

You should move your call center to the cloud. Yeah, yeah, I know you’ve heard it before. Lots of times, even. But you still haven’t made the jump. Why is that? I’d guess you feel adrift in the world...

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GetApp Twitter Chat: Customer Service

For the third GetApp Twitter Chat we discussed Customer Service with Freshdesk and Samanage. Over the course of an hour we discovered many of the emerging trends in customer service as well as how...

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Ten Learning Management Systems (LMS) to Help Your Team Deliver More Than...

More years ago than I’d care to admit, I worked at a certain electronics retailer. The employees there had a pejorative nickname that we assigned to rookies: “blank stares.” This was, of course, a...

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7 Things Your Customer Service Team Is Probably Doing Wrong

  Customer service is one of the most important aspects of your business. Having good customer service will increase your sales by creating repeat customers and fans of your business. Your job needs to...

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Apps to Give Your Online Store the Personal Touch

Chances are, that whatever you are planning to sell online, you will have a huge turnover of customers. With those big numbers you are going to encounter problems, it is guaranteed. So how should you...

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Seven Best Customer Service Apps to Create Lasting Customer Relationships

You know well that your customers are the most important people in your business. In fact, your ability to deliver on what you promise your customers is what differentiates you from your competitors....

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Why a virtual call center might be the answer

Like many other business processes, call centers aren’t tethered to a physical location. In-house call centers are generally for businesses with a low volume of calls that want centralized control...

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Why online booking systems are filling schedules for service businesses

Imagine this scenario: your dream has always been to open a dog grooming salon. You’re crazy about animals and you want to share your expertise by providing this service to customers. However, when...

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After sales or after thought? 7 apps that keep your customers coming back for...

If you’ve watched any reality TV show in the last few years, you’ll know that the journey is a key part of any experience. For small businesses, it’s the customer purchasing journey that counts, and...

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Startup success kit: 7 top apps for starting a small business

If you’re starting a new venture the last thing you want to worry about is investing time and resources in expensive software systems. But that’s not to say you should be scribbling contacts or leads...

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5 ways gamification can revolutionize the way you work

Regardless of whether you earn your bread from taming ferocious lions or from watching paint dry, you will eventually get tired of doing the same thing day in, day out. It is not particularly easy to...

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Play to win: Why gamification of your service desk could level-up your...

If you have a business then you have customers. That’s not rocket science. If you only have a handful of customers at any one time you could probably deal with them without the aid of software, but...

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10 best issue and bug tracking apps

Who wouldn’t love to have the ability to simply put their foot down on the bugs that periodically crop up within their lines of code? Sadly, you can’t use “brute force” in issue-tracking, as efficient...

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Help desk software: Why SMBs need more visibility at the customer level

The use of help desk software among businesses of all sizes is on the rise. However, a deep disconnect still exists between the features that companies are asking for and what many customer support...

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Top 5 social media marketing apps for restaurants, bars, and cafes

You’ve probably seen that hipster/millennial/blogger awkwardly placing and rearranging their food in a restaurant to get the right angle and lighting in order to take the perfect photo with their...

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7 Best Help Desk Apps That Help You Serve Customers Better

Customer service is a difficult task in today’s ever-connected world. People can call, email, message, or tweet a company with their questions or grievances. Each form of contact requires a specific...

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Benefits of cloud-based customer service software for small businesses

Are you using a cloud-based customer service app? If not, why not? Maybe you’re suffering from lack of customer service resources, you feel like you don’t have enough visibility of what is happening...

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Apps to get your small business through Black Friday with your sanity intact

If you have a small business then Black Friday may feel like a day of getting relentlessly punched in the ribs. But the smart retailer leaves the feeling of getting battered and bruised to the...

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10 ways to stop users from uninstalling your apps

If your name’s not Mark Zuckerberg it can seem like an insurmountable hurdle to get make your mark on the App Store or Google Play, especially when the top ten app list has been populated by the likes...

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How to prepare your customer support staff for the holidays and beyond

The holidays are a wonderful time when families come together, exchange gifts, and perhaps even roast some chestnuts over an open fire. It’s also a time when businesses, both small and large, see a...

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What’s the best Kayako alternative for your small business?

When 17-year-old Varun Shoor started work on Kayako from his bedroom in Jalandhar, India in 2001, he probably never imagined that it would be one of the leading customer support and helpdesk platforms...

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Listen up! Tools to amplify the Voice of the Customer

You can hear chatter in the background, but you can’t quite make out what’s being said. Listen closely– it’s the voice of the customer, and if you want to be able to hear it, you need the right set of...

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Email marketing is not dead: Why it still works (even in 2017)

Email marketing is not dead. Even Gartner agrees. In a recent report, it ever-so-jovially describes email marketing like this: “A classic scene from the film “Monty Python and the Holy Grail” evokes...

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12 customer analytics tools for every business size

The more you know about your customers, the likelier you are to be able to make them happy. This is the idea behind customer analytics, which according to Gartner, means using data in order to gauge...

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Customer Service Software Features Guide: Make sure you pick the right tool...

Constantly evolving customer preferences, an uncontrollable market environment, and competitors waiting for a chance to eat up your customer base the moment you make your customer unhappy: welcome to...

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How to choose a knowledge management system: A 10-point checklist

Imagine your customer service agent interacting with a customer. They mean well, but it takes them forever to find the right information using your current knowledge management (KM) system. What score...

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6 free website chat apps to keep customers on your site

You’re doing some online shopping, looking for the best deal on your next big purchase, when a chat box pops up in the lower right hand corner of your screen. “Hi, is there anything I can help you...

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Call Center Solutions Features Guide: Troubleshoot Customer Queries Effectively

Confused about the features you need in a call center software? Finding it difficult to narrow down the options that fits your business requirement? Striking a balance between call center software...

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Customer Service vs Customer Experience: Which one does your small business...

Customer experience is one of the biggest buzzwords to hit the business world in the past two years. According to a 2017 digital intelligence briefing from Econsultancy and Adobe, 29 percent of...

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Help Desk and Ticketing Software Feature Guide to Manage Customers Effectively

Is your business bombarded with customer queries regarding your products and services? Are you finding it difficult to track and answer relentless customer emails that flood your inbox every day?...

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Don’t get hung up on cost: Contact center software pricing explained

The contact center software industry is on the verge of huge growth and digital disruption. According to one study, it will grow to $29.1 billion by 2022; that’s up from $13.3 billion in 2016, meaning...

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3 top-rated help desk and ticketing apps for customer service operators

Every customer-focused organization would agree: It’s a top priority to resolve customer issues quickly while ensuring the utmost satisfaction. But, that’s not as simple as it sounds. As your business...

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5 CRM apps for Android that will help you close the deal

It’s a fact: The people who are most critical to your business—your customers and your employees—spend a lot of time on their smartphones. Smartphones and mobile devices are especially crucial for...

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Do You Really Need a CRM?

We all have to start somewhere even if it’s just an Excel spreadsheet. The jump to more complex customer relationship management software at first may seem to make life more complicated rather than...

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How to Create and Share Business Content

Content Marketing is the buzz-word around town right now. There are a ton of options for content to share but it can seem a bit daunting if it is outside your comfort zone. Don’t be intimidated by the...

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[Interview] Samanage CEO Looks to Create Better Software Experience

Doron Gordon is the CEO of Samanage IT Service Desk Software for risk detection, license management and software inventory. He talks about how the greatest accomplishment any business can achieve is to...

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Internal and External End Users – One Help Desk to Rule Them All?

Your business is growing, and your users need help. As the numbers increase, it becomes obvious that you could do with a little auxiliary automation. But who are your end users? Depending on your...

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Live chat – how to do it right

Live chat. It’s all the rage, and you may have already decided that it’s the right move for your business. If you read my previous post on the subject, you already know why it’s a good idea. It...

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Social Help Desk: What Does That Even Mean?

The social help desk. Sounds a bit buzzwordy, doesn’t it? Up there with “blue sky thinking” and “disrupting” things in the latest incarnation of the word. Unfortunately, it’s not a passing fad that you...

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How do YOU Manage your Online Leads?

Keeping track of potential online leads and customers is no mean feat, even if you only have a handful. Social listening is a great way to get new leads but then what do you do with them? How do you...

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The State of Social CRM: The Four Best Apps of 2014

Customer relationship management (CRM) is in a constant state of flux. As of late, CRM has taken on a decidedly social slant as the line between social media marketing and social CRM continues to blur....

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What the Hotel Industry should know about Social Media Marketing

Social Media Marketing for the hotel industry has been a huge trend in 2014. Increasingly, travelers and business people are using social media to make their travel plans. To be in with a chance of...

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Are You Losing Lead and Sales Opportunities?

More technology means more access to clients, more potential for growth, but much more complexity in how we build business to business and direct-to-consumer leads. We can try to close our leads...

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The Top 15 Most Influential Customer Service Experts To Follow on Twitter

It’s crystal clear that customer service is important. No matter what industry your small business is in, you need to make sure that your clients receive the service they pay for. Apart from the...

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The Surefire Way to Create the Perfect Knowledge Base

Knowledge bases. Yeah, I hear ya. It’s not the most exciting part of your business, is it? People don’t rave about knowledge bases on Twitter, or center their purchasing decisions on how good your FAQ...

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Enterprise Service Management: What You Need to Know

When I sat down to write this article, I was going to call it “Your First Steps in Enterprise Service Management.” Then it occurred to me that if people didn’t know what Enterprise Service Management...

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Are You Among the 56 Percent Without a Small Business CRM?

In the SmartCompany 2014 Small Business Technology Survey 56 percent of small to medium-sized enterprises reported being reluctant to use a CRM. The overall trend does still show an increase from 36...

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