How to Implement a Knowledge Base Solution

This afternoon I was assisting a client who added a certificate for SSL and retired their www from their URL. In order to properly redirect traffic, we needed to write a rule for Apache in an .htaccess file. We have a number of Apache experts that I could have contacted for the solution, but instead, I just searched a few knowledge bases online and found the appropriate solution. I didn’t have to speak to anyone,

Poor Customer Service is Hurting Your Marketing ROI

Jitbit, a help desk platform, has produced this infographic with statistics that clearly paint the picture the impact of poor customer service on a business. Companies continue to treat poor customer service as they did years ago… when customers used to only complain to the business or to a small circle of friends. But that’s not the reality of the world that we live in now. Angry customers are silent assassins Poor customer service erodes

Segmenting Customers is Your Key to Business Growth In 2016

In 2016, intelligent segmentation will play a leading role in marketer’s plans. They need to know among their audience of customers and prospects who are the most engaged and influential. Armed with this information, they can deliver targeted and relevant messages to this group which will boost sales, retention, and overall loyalty. One technology tool that is now available for insightful segmentation is the Audience Segmentation feature from SumAll, a provider of connected data analytics.

Groove: Helpdesk Ticketing for Support Teams

If you’re an inbound sales team, customer support team, or even an agency you recognize quickly how prospect and customer requests can get lost in the tidal wave of emails that each person receives online. There has to be a better means of collecting, assigning, and tracking all open requests to your company. That’s where help desk software comes into play and helps to ensure your team is focused on their responsiveness and customer service.

The Medieval Helpdesk

Ever wonder what it was like to be a helpdesk associate back in Medieval times? Well, the call has been answered and this incredibly funny video shows what it may have been like. Via Tim O’Reilly