How many times have you asked a question or made a complaint to a business via one of its social media channels?  Marketing consultancy J.D. Power and Associates found in 2013 [...]

No one enjoys taking criticism — whether it's over the milkiness of a cup of tea you made for a colleague or your slightly adventurous choice of outfit at a family event. But criticism [...]

Businesses are made and broken by the quality of the customer support they offer. Whatever industry you're in, it's essential that you provide your customers with a quick and easy way to get [...]

Anyone who has spent even a couple of days in the Land of the Rising Sun will tell you that the Japanese are the kings of customer service. Whether you're buying a book, [...]

In a previous blog post, we looked at some interesting findings from the UK Customer Satisfaction Index. One of the points we covered related to multi-channel support - in particular, how many support [...]

Your knowledge base is an essential part of your support framework. It's often the first place your customers go to solve a problem, or to find out how to do something. However, as [...]

When providing live chat or email support, you should think about how quickly you aim to reply to your customers. It may seem blindingly obvious to aim to provide the fastest support response [...]

It's in the nature of customer support that you will sometimes experience 'dead zones' — times during the day when nobody gets in touch. Our live chat system includes a basic analytics package, so [...]

At RotaCloud, online demos are crucial to our on-boarding process. Many potential clients would be put off by a piece of software if they didn't have the option of a demo. This means [...]

Am I crazy? Possibly. But I felt good about it. Here's what happened. Someone contacted me about subscribing to our software. They explained their use case, and specified a particular need that [...]

Customer satisfaction is very important - you shouldn't need us to tell you that! Research has shown that higher levels of customer satisfaction yield better performance and higher market share. Furthermore, the companies [...]

Your customers are important to you - or at least they should be! Without them, you wouldn't have a job. This is true whether you're a customer service rep, the CEO, a developer, [...]

We're very lucky at RotaCloud. We have an excellent product with very few bugs, and our software is also full-featured enough for most of our customers. Therefore, most of our support interactions [...]

The software industry is going through a radical change. Paid-for software is moving away from single-purchase products in favour of rolling subscription services. Even Apple’s App Store underwent a big change recently [...]

Social media and mobile technology have turned customer service on its head. More and more customers are turning to social channels to pose their questions, report satisfaction and voice their complaints. This public [...]