Crafting a Good Customer Feedback Survey

Feb 28, 2019 1:48:33 PM / by Ashlyn Frassinelli posted in Complaint Management, Software Solutions, Customer Support, Help Desk

In previous blog posts, we’ve discussed the importance of communicating with your customers to better understand their needs and expectations. One of the best ways to do this is through a customer survey. Surveys provide a platform for gathering essential customer feedback. When crafted and presented effectively, they are powerful tools that help to identify your company’s key customer service strengths and pinpoint its weaknesses.

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4 Ways to Use Your Knowledge Base

Feb 21, 2019 11:05:00 AM / by Ashlyn Frassinelli posted in Software Solutions, Customer Support, Help Desk

You want to help your customers as much as possible, but customers often prefer to help themselves. Rather than call a number or send off an email to get an answer from a support team, a growing number of consumers would rather take matters into their own hands. About 53 percent of online adults in the U.S. will abandon an online purchase if they can’t find an answer to their question fast enough. Younger generations frequently turn to the Internet for answers before picking up the phone: 89 percent of Millennials reported using a search engine to find an answer prior to calling customer support.

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4 Tips for Managing Unhappy Customers

Feb 7, 2019 9:52:28 AM / by Ashlyn Frassinelli posted in Complaint Management, Customer Support

If you provide a service, sell a product, or otherwise interact with the public, it’s inevitable that someday you’ll be faced with an upset or angry customer. Maybe your product didn’t work the way that the customer wanted it to, or maybe an honest miscommunication turned their frustration into rage. Maybe they’re having a bad day and a hiccup with your company’s service was simply the last straw.

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How to Know When You’ve Outgrown Email for Customer Support

Jan 29, 2019 10:59:00 AM / by Ashlyn Frassinelli posted in Complaint Management, Customer Support

When your business is just getting started, using email to receive and respond to customer questions, concerns, and product issues makes sense. With a manageable number of clients and a small team, email inboxes are great (and free!) repositories for housing all of your correspondence with clients and dealing with matters of customer satisfaction. Folders and labels allow for simple organization, and most inboxes can hold thousands of messages that can be easily searched through by typing in keywords.

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Customer Spotlight - Southwest Power Pool

Jan 10, 2019 11:06:00 AM / by Ashlyn Frassinelli posted in Work Flow, Customer Support

Southwest Power Pool uses Issuetrak to manage workflow processes and customer support.

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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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