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Support

Customers expect support for products they buy. Besides that simple fact, nothing is obvious or given about customer service. In Support we cover the best ways to improve the customer experience and make sure your customers come back for more.

Apple Horror Story: Why the Customer Is Not Always Right

The “customer is always right” slogan is both: a customer service mantra and a curse. On one hand, it encourages representatives to go above and beyond customers’ expectations. On the other hand, when the customer is not right, reps still have to provide the best possible service... read more

7 minutes
Sep 30, 2016

Typing Speed Test for Customer Service Agents

Improving your typing speed is one of the more productive things you can do when working in online customer service. Most of your work involves computer activities like contacting existing or potential customers via email, live chat or social media. All those digital channels are... read more

6 minutes
Sep 14, 2016

How Improving Customer Response Time Can Win a Customer

Jack was in the nearby food store and he faced some problems while making a transaction on the service counter. He was clueless, why his credit card was not working, whereas the very previous day, he had made a transaction using the same card. He reached out to the customer care... read more

6 minutes
Aug 24, 2016

7 Deadly Sins of Customer Service Experience

Excellent customer service experience is a holy Grail for all people working in business. We struggle all the time to provide the best possible service, we go hundreds of extra miles to make customers happy, and yet - we’re still getting negative feedback and customer complaints.... read more

6 minutes
Aug 23, 2016

7 Surprising Ways You Can Use Customer Relationship Management Software

CRM stands for Customer Relationship Management and by definition is an approach to managing a company's interaction with current and potential future customers. At Highrise, CRM is what we do. So you'd think all of the uses and benefits of a CRM would be obvious to us. But when... read more

Lynette Kontny
5 minutes
Aug 19, 2016

Inside Amazon, Verizon and Comcast Customer Service

In this week’s article on big customer service, we take a closer look at support done on a really big scale. We have three companies lined up that definitely fit this bill: Amazon, a one-stop shopping destination for thousands of customers around the globe, along with two huge... read more

10 minutes
Aug 17, 2016

Best Customer Service Software for Small Business

So you have a small business and you think that’s the reason your customer service will by some kind of magic be good? Sorry to disappoint you but it won’t be. Even if you don’t have a lot of customers, you still need to put some focus on customer service. What I think could help... read more

4 minutes
Aug 12, 2016

How Apple, Netflix and Uber Handle Customer Service

Looking to bigger brands for advice and know-how is a pretty good idea when you’re trying to improve your customer service. The tech giants sunk millions of dollars to find out what works best and what doesn’t work at all. You can make the smart move and use the methods they... read more

6 minutes
Aug 8, 2016

Funny Out of Office Messages to Make Your Customers Smile

Vacation time is in its prime. People are leaving their offices to go on their dream holiday. They want to rest and don’t think about their jobs for one, two or maybe even three weeks. But before packing your suitcase with sun blockers, summer dresses and new bikini, there’s one... read more

5 minutes
Aug 1, 2016

4 Ways for a Small Team to Respond Faster to Customers

Expectations for customer support and response times have become sky high. Even when you work at a small company with a tiny team, people are accustomed to fast responses to their questions and complaints. According to data collected by Edison Research, at least 39% of people... read more

Joshua Loomis
5 minutes
Jul 18, 2016

How to Get Amazing Live Chat Support

When we face a difficult situation many of us immediately have a bad day. Situations like a little argument with another driver on our way to work, morning dispute with a neighbor or disagreement with our colleague at work raise stress and influence your mood. How often... read more

7 minutes
Jul 8, 2016

Take Appreciation to Another Level: Customer Appreciation Ideas

When you think about your life, you can probably find people who appreciate you at some point. People at work, in your private life, your colleagues or even your tennis teacher. The people who appreciate you, are the ones who say how important you are, how great you do your job,... read more

8 minutes
Jun 24, 2016

How to Hire a Perfect Live Chat Agent

Building the perfect customer service team is a challenge. While interviewing potential hires, there is a lot to cover, ranging from technical knowledge to soft skills. Moreover, the recruitment process does not end after the final handshake – it is the beginning of a journey.... read more

12 minutes
May 31, 2016