Cloud Business Apps

Customer Service


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 reference to the expression on the average new employee's face when an erudite customer came into the store and asked about analog-to-digital converters or capacitors, or some such electronic doodad. Back then, new hires were instructed to "RTFM: read the freakin' manual" to find out how things worked. Fortunately, the learning management system has taken the place of such activities - and brought an end to similar "initiation rites" at businesses across the world. Let's face it, though, whether you sell consumer electronics or serve cupcakes, certain skills and learning are required to deliver your goods or services to customers. (more…)


  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 be to exceed the customer's expectations, every time.That is why most business experts always tell you to under promise and over deliver. If you give more than your customers expect, even if a mistake has been made, you'll find that your clients remain happy and continue to be customers. You, as a manager can start with empowering your customer service agents to address customer's issues. What Aspects Of Customer Service Is Your Team Probably Getting Wrong? (more…)


GetApp Customer Service Twitter Chat with Samanage and Freshdesk 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 cloud based software has changed the way customer service is delivered. We also touched on gamification and how it is used to motivate agents and how clients are provided with materials to solve their own problems before having to reach out to an agent. (more…)

Found in Customer Service


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

By Niamh Lynch, 10 October 2014

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 of cloud computing. You're overwhelmed and confused about the number of tools out there, and by all the vendors absolutely convinced that they're the key to your call center salvation. What if they're wrong? (more…)


Six Powerful Products from Salesforce

By Luke Moreland, 8 October 2014

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 next thing, constantly on the go, and loud when and where they want to be. (more…)



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 percent using CRMs in 2013 to 41 percent in 2014. That indicates that businesses are increasingly harnessing new technology to grow their business. But the question remains: What's holding back the 56 percent of small businesses without a CRM? (more…)


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 actually was, they were hardly going to commit to taking steps in it! So instead, I give you: Enterprise Service Management, what it is, and how it can improve your business. (more…)


The Surefire Way to Create the Perfect Knowledge Base

By Niamh Lynch, 30 September 2014

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 is, but don’t make the mistake that other businesses do. Just because it’s not the sexiest side of help desk software doesn’t mean that it’s worth skipping or doing the minimum required. Building a good knowledge base is essential to the long-term maintenance of your brand. Sure, it’s probably not going to set anyone’s soul on fire, but a good experience with a slick knowledge base and the understanding that it’s a great place to look for answers or even inspiration goes a long, long way towards cementing your brand as a great bet in the minds of your clients (and in saving your customer success team time and money by automating the answering of those simpler questions.) (more…)


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 traditional meaning of customer service, which is according to Wikipedia "the provision of service to customers before, during and after a purchase", small businesses also need to be aware of the importance of the social consumer. The concept behind this term is that consumers first check their social networks to learn about products they might want to acquire. Your customer support starts here! No doubt, social media has made customer service more complex and challenging. It's good then that there are customer services management tools and experts who put their effort on the doctrine and the investigation of excellent customer service. GetApp has researched the trending topics about customer service for small businesses  taking place on the social web and identified the top customer service social media influencers. (more…)


Are You Losing Lead and Sales Opportunities?

By Luke Moreland, 25 September 2014

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. (more…)