Aishwarya Hariharan about 9 months ago 3 Comments
Why most forums fail before the community can support itself
Despite being the best place to build your brand, customer-driven communities have always earned bad press. Too little activity,...
Vikram about 9 months ago 11 Comments
Why Google’s Shared Endorsements is great news for consumers
Last Saturday, Google updated its terms and services, announcing “shared endorsements”, a service that will showcase friends’ pictures and...
Vikram about 10 months ago 1 Comment
CustServ Week Special: Chase Clemons on all things Customer Service
It’s #CustServ week, and for some strange reason that matters way more to us than Bring Your Teddy Bear...
Girish Shenoy about 10 months ago 8 Comments
“But it’s just one reply!” and why you are a moron.
Ever had an angry customer calling in to your support line? The type that screams till your ear drums...
Vikram about 10 months ago 3 Comments
Hummingbird and what it means to your knowledge base
Last week Google completed 15 years of changing the world, one search query at a time. And while most...
Vikram about 10 months ago 6 Comments
Your support query isn’t stupid. You are.
This is a follow-up to my post from a couple of weeks back on The Perils of Making Customers...
Vikram about 11 months ago 17 Comments
The perils of making customers pay for support
There’s a lot of talk doing the rounds lately on whether you should charge customers for support, and how...
Aishwarya Hariharan about 11 months ago 1 Comment
SEP Fields: Why your support sucks
So your support sucks. Your agents lack customer empathy. The support phone lines are filled with abuses,  and customers...
Vikram about 11 months ago 12 Comments
Story behind our new website (Part 1): The Roller Coaster Ride of our shiny new Tour
Revamping a website is a lot like giving birth to a baby T-Rex. It’s painful, it takes a lot...
Vikram about 11 months ago 4 Comments
Is your customer service color-blind?
I just got back from my annual eye test, and I got a free lesson in customer service and...
Muthu about 11 months ago 1 Comment
How to Say “NO” in customer service
When I jumped cities, I had to meet up with a dozen prospective roommates before settling in with one...
Muthu about 12 months ago 2 Comments
Let customers build your brand… The Harley way!
1983 was a milestone in more ways than one. The last Delorean was manufactured, Al Pacino howled his famous...
Aishwarya Hariharan about 1 year ago 4 Comments
How to support customers with Gmail (and not suck at it)
We love Gmail. We love hearing from customers, we love the notification mails we get, and we are paranoid...
Girish Shenoy about 1 year ago 0 Comment
Support a global customer base across timezones with Multiple Business Hours
Forget time machines. Manage SLAs across time-zones and shifts with Multiple Business Hours Customer support issues have this physics-defying...
Aishwarya Hariharan about 1 year ago 4 Comments
Observer: Watch your support team, even when you’re fast asleep
There are a few things support reps just shouldn’t be doing. Like having to run through every ticket before...
Aishwarya Hariharan about 1 year ago 0 Comment
There’s a role for every superhero. Even in your support…
Of all the superheroes out there, the guys I love the most are the X-men. And it’s for a...
Sairam Krishnan about 1 year ago 0 Comment
7 reasons you don’t need expert implementation help
Do you remember how much you paid to get that expert setup your iPhone for you? Or the time...
Aishwarya Hariharan about 1 year ago 1 Comment
Five amazing things you never knew you could do with the Dispatch’r
If you were running your own party, the first thing you want to do is ensure only the right...
Aishwarya Hariharan about 1 year ago 0 Comment
Customer service is overrated… And other things to write on your gravestone
There’s simply nothing worse than someone telling you how sorry they are when you can hear they don’t give...
Aishwarya Hariharan about 1 year ago 0 Comment
Your Monday Morning Meetings just got better – Reports with FreshInsights
Monday mornings are always like the first day of school after the summer. For some, like me, that’s a...