Benefits of Using One Tool to Track Your Business Issues

Oct 11, 2017 9:39:58 AM / by Ashley Gray posted in Issue Tracking, Customer Support

One of the main problems with business technology is not knowing which product or service to use. It can be overwhelming to choose the best fit for your company. Which software tracks my IT issues? Do I need something different for workflow? How about managing customer and employee concerns and complaints?

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How to Keep Up With Evolving Customer Expectations

Oct 4, 2017 9:37:33 AM / by Sarah Spangler posted in Complaint Management, Customer Support

The more things change, the more they stay the same. "The customer is always right," for instance, will always remain true. Even in the digital age, businesses still need to do whatever they can to meet customer expectations and cultivate stronger engagement.

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Iowa State University Maintains a Safe Campus with Issuetrak

Sep 6, 2017 10:30:20 AM / by Heather Lancaster posted in Case Studies, Customer Support

Customer Overview

Iowa State University is a public, land-grant, higher education institution founded in 1858 in Ames, Iowa. The campus has grown to 2,000 acres serving 36,600 students with over 100 bachelor’s, 112 master’s, and 83 PhD level programs as well as 6,700 faculty and staff members.

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The Challenges of B2B Customer Support

Aug 9, 2017 2:32:22 PM / by Heather Lancaster posted in Customer Support

You’ve worked hard to get your business where it is today. You’ve got a great product or service to sell to other companies, and you’ve built an awesome sales and marketing team to get your name out there and get customers in the door. But if your business-to-business customer support falls flat, the greatest product and the best sales team won’t help you increase your name recognition and reputation.

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Customer Support Software - Staying Personal in the Age of Technology

Jul 26, 2017 12:44:28 PM / by Heather Lancaster posted in Customer Support

Satisfied customers. Businesses offering customer support, whether to other businesses or consumers, want their customers to be happy. Measuring customer satisfaction scores and acting on customer feedback is one piece of the puzzle. Technology is the other piece. Implemented and used properly, customer support software can confer huge, tangible advantages. With the right software, customer support becomes more personal, leading to satisfied and loyal customers.

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Eight Pain Points from Using Spreadsheets to Track Issues

Mar 7, 2017 9:25:10 AM / by Heather Lancaster posted in Issue Tracking, Customer Support, Help Desk, Updates

You’re sitting in a staff meeting and have to report to upper management about the items your team is working on. You have a stack of paper, a printout of a spreadsheet, or notes scribbled from your email. One of your team members is on vacation, and another called in sick this morning.  

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5 Common Tech Company Customer Complaints

Feb 21, 2017 9:09:37 AM / by Sarah Spangler posted in Complaint Management, Issue Tracking, Customer Support, Updates

Technology companies have transformed how people live today. From hardware and software providers like Apple and Microsoft to industry disrupters like Uber and Airbnb, it gets tougher to imagine the pre-digital world each and every year. In fact, as of 2016, the U.S. tech industry alone was responsible for employing 6.7 million people.

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Customer Expectations Evolve in a Digital World

Feb 9, 2017 4:16:09 PM / by Sarah Spangler posted in Issue Tracking, Customer Support, Updates

Consumer sentiment is a fickle thing, as all too many business owners have discovered the hard way. However, when it comes to predicting buyer behavior and how customers will react to a product or service, one thing is certain: Expectations forever grow higher, not lower.

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What are Email Tokens and Why Would You Use Them?

Dec 7, 2016 5:14:37 PM / by Heather Lancaster posted in Complaint Management, Issue Tracking, Software Solutions, Customer Support, Help Desk

In the latest release of Issuetrak, we’ve rewritten our Incoming Email (IEM) to improve performance and include some new features our customers have been requesting. We’ve achieved this new level of functionality by introducing email tokens.

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The Key to Good Customer Service is People

Oct 5, 2016 11:00:50 AM / by Jon Rivera posted in Industry News, Customer Support, Help Desk

It's after four in the afternoon.  I need some assistance with a software installation on my work laptop, so I walk over to the support area to speak with the Director of Technical Operations.  He isn’t in his office, which isn’t necessarily a surprise - he tends to be a busy guy.  Hearing a group conversation behind me, I turn around to look at the team that provides technical support to our customers.  Sure enough, the director, the support manager, and one of the analysts are all crowded around the analyst’s screen.  He’s remotely connected to a customer’s computer, and together they are trying to figure out the best approach to resolving the reported problem.  This analyst in particular should have left for the day a while ago.  Based on the conversation I overhear, it doesn’t seem like he’s going anywhere anytime soon.  But there is a smile on his face and a warmth to his voice that reassures the customer that everything will be alright.  Sure enough, they find the solution a few minutes later, and it's just a matter of walking the customer through it.   

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