GetApp Customer Service & Support Blog

  • Published 14 June 2012 by Rakesh Sharma
    Robots pioneered efficiency in manufacturing. This week we look at a solution that  makes customer support more efficient by automating routine support questions. It enables you to cut costs and increases efficiency. We will review Acobot – a chatbot that enables automated live chats for commonly-asked questions on your website. We will look at its … Continue Reading
  • Published 18 May 2012 by Rakesh Sharma
    Good small businesses thrive on new ideas and customer feedback. Generating ideas, however, is only part of the process. The real challenge is distilling ideas and feedback into actionable features. This week we will take a look at an application that helps you manage new ideas. We will review TheIdeaWall — an idea management application. … Continue Reading
  • Published 14 May 2012 by Stephanie Watson
    Today businesses need a way to improve customer care. Most disgruntled customers leave a business, not due to a poor product, but due to poor and inadequate customer care. Many businesses use ticket based systems that send out emails that look automated and impersonal. In addition, these systems often do not allow for many customer … Continue Reading
  • Published 29 March 2012 by Keean Persaud
    Review Methodology This review constitutes an analysis based on a product demonstration and software review by qualified system software experts at Eval-Source. The demonstration Eval-Source received from the vendor was based on its own custom vendor script, designed to validate and/or disprove vendors’ claims. The script was specifically prepared to identify functionalities and form an … Continue Reading
  • Published 28 March 2012 by Michele Nachum
    This past month, I attended the seventh annual Small Business Summit in New York, NY. Among the many speakers, Scott Hintz, the co- founder of TripIT really caught my attention. As a successful entrepreneur he offers some sage advice on how to approach your business in terms of customers, hiring and attitude. Advice #1: Over … Continue Reading
  • Published 19 March 2012 by Rakesh Sharma
      Most help desk applications are crammed with features that promise to make life easier for  customers. Whether they make life easy for agents is a moot point. That’s a pity really because the surest way to keep customers happy and coming back is delivering exceptional service. And providing this kind of service requires super-productive … Continue Reading
  • Published 23 February 2012 by Michele Nachum
    No one wants to be ignored and as more people opt for “do it yourself” (DIY) products, they do run into trouble from time to time. Businesses that have taken the time to include a Help section or better yet a Help Desk, are in a good place to better connect with customers. Now don’t … Continue Reading
  • Published 7 February 2012 by Rakesh Sharma
    In my previous avatar as a technical writer for a large multinational corporation, I often worked late. On such evenings, as I waited for the company cab to take me back home, crowds of twenty-somethings streamed into our offices and transformed our work spaces into a call center. The scale and enormity of their impressions … Continue Reading
  • Published 31 January 2012 by Christophe Primault
      Salesforce.com just unveiled Desk.com, which is likely to open the world of online customer service to thousands of small businesses. Desk.com is the new name for Assistly. Saleforce.com bought Assistly in September 2011 after an initial strategic investment in the company. Assistly was one of the greatest startup success story last year as the company founded by Alex … Continue Reading
  • Published 27 January 2012 by Christophe Primault
    In continuation to our article about the age of the customer, explaining why small businesses need to be customer obsessed, we stumbled upon a great article from our cloud consultants partners VM-Associates. They pick on the example of  luxury stores to explain how small businesses can learn from customer support best practices and they refer to online customer support software as … Continue Reading