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Introducing a more collaborative support experience

Posted by Aidin Mahmoodi on Mar 1, 2018 5:52:43 AM

Good things are on the way

"We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better." ~ Jeff Bezos

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Topics: Customer Success, Tools for Success, Support, Apps

3 Ways to Make Large Virtual Meetings More Collaborative

Posted by Suha Saya on Jul 30, 2015 12:08:37 PM

Meetings are an integral part of company life. Despite the cynical cries from meeting haters, meetings are where ideas, brainstorming, planning and creativity are fostered. However, meetings are not always perfect, especially virtual meetings. When it comes to organizing larger, virtual meetings, there is potential miscommunication and unorganized and unproductive collaboration. Global, highly dispersed organizations have significant challenges gathering people to larger virtual meetings. 

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Topics: Tech, Support, collaboration

How Docker Flipped the Software Training Classroom at Dockercon

Posted by Bill Cushard on Jul 2, 2015 3:21:00 AM

by Bill Cushard (@billcush)

If you have heard of Khan Academy, Coursera, or any of the other self-learning sites or massive open online courses (MOOCs), you have likely heard of the concept of the "flipped classroom". The flipped classroom is a widely debated topic in academic and corporate learning circles. A flipped classroom is a learning method that includes students watching lectures or otherwise learning concepts on their own, then attending a class during which most of the time is spent applying what was learned in self-paced study. The idea is to spend more time in class on high value activities such as exercises and "real" work, as opposed to watching lectures.

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Topics: Tech, Support, Learning, Training

How to Kickstart your Customer Success Strategy

Posted by Guest Author on Jul 1, 2015 6:56:00 AM

A guest post by Claire Emilie Lecocq (@AirCall)

According to Lincoln Murphy, customer success is all about helping your customers reach a desired outcome and ultimately participate in their success. It implies understanding what your customers want to achieve, and how they want to achieve it, in order to truly meet their expectations. How do you do it, you might ask? That’s simple: go talk to your customers.

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Topics: Customer Success, Tech, eLearning, Support

Knowledge Base Integration with Service Desk

Posted by Suha Saya on Jun 30, 2015 6:03:00 AM

by Suha Saya (@suhasaya)

The cry for help: How to better your system of service

As an employee, you've been trying to get in touch with human resources about the mistake you realized you made on your last timesheet, but because of the anonymous response system that you are forced to confront, you know you won’t be getting an answer any time soon. You contact the anonymous human resources email address anyway in hopes that someone will notice your cry for help.

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Topics: JIRA, Support, JIRA Tips

Great Customer Service Begins with a Culture of Great Internal Service

Posted by Bill Cushard on Jun 29, 2015 2:30:00 AM

by Bill Cushard (@BillCush)

Help desks are not just for IT any more. Many other company departments are beginning to organize themselves as services desks to improve the service provided to the rest of their organization. According to the Help Desk Institute, the top three "other" departments that are becoming service desks are human resources, facilities, and training.

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Topics: Support, Atlassian

How to Create a Good Bug Report (and why it matters)

Posted by justin.alex on Nov 10, 2014 1:30:56 AM

The Lifecycle of Bug Fixes and Creating Good Bug Reports

by Justin Alex @jusuchin85

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Topics: Support, JIRA Tips, Enterprise Software

Use ServiceRocket Plugins? Visit Our Community Forum

Posted by Dan Luebke on Jan 13, 2014 12:55:46 AM

The Power of Community Support

We at ServiceRocket list delighting the customer as one of our core values. However it also gives us a lot of joy when other users solve problems together. That's exactly what happens in our community support center every day.

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Topics: Support, Ideas

Now Hiring in Santiago, CL: QA/Support Engineer

Posted by Dan Luebke on Sep 23, 2013 3:41:32 AM

ServiceRocket is now accepting applications for a new position in our Santiago de Chile office.

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Topics: Support, Jobs

5 Ways Community-Based Service Trumps Traditional Support

Posted by Dan Luebke on Aug 15, 2013 3:30:51 AM

Our Community Blog takes another dive into Community Support with a guest post by Hanna Johnson from Get Satisfaction.

I don’t have to tell you the importance of good customer service—you already know that, when faced with cheesy hold music, automated robots that continually tell you how much they value your business (as they refuse to connect you with someone who can actually help), and the support email black hole of death, most of us switch service providers on the spot.

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Topics: Support

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