Activo Labs @activolabs
Open source customer service software that guides you through the process of best-practice support habits. Open Source Customer Satisfaction! Denver, CO Joined September 2016-
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I really enjoy using @ManageFlitter. I've used it to get my Twitter account under control. app.manageflitter.com/join/SeLgVdsd
There's a huge difference between knowing what the problem is vs what the solution is. #SupportTip #OpenSourceCustomerSatisfaction
Do your devs answer phones? Neither should your technical support team answer phone calls out of the blue. Hire someone specific for that.
All open source apps/platforms should be simple to use and simple to extend for developers. Good documentation goes without saying.
Before working any support case ensure you know *exactly* what the issue is. Remote desktop or phone call helps! #SupportTip
Ensure you have enough staff onhand to handle overflow else get ready to write apology notes. #SupportTip #OpenSourceCustomerSatisfaction
It's actually kind of surprising how this happens very often.
Is your product adding new features? Train your support people on them before releasing. #SupportTeam #OpenSourceCustomerSatisfaction
Is your product adding new features? Train your support people on them before releasing. #SupportTeam #OpenSourceCustomerSatisfaction
In any support interaction always let your customers know when you will get back to them. The more exact, the better. #SupportTips
Don't leave a support member on an island in remote sessions. Pair them up. Increases confidence, puts more eyes on the problem #SupportTip
Invest heavily in product knowledge for your support team. "Competence" > "Being Nice" any day #SupportTip #OpenSourceCustomerSatisfaction
I'm designing a platform that's going to reduce recidivism, nationwide. I NEED your support!
"High tech fuels the US economy and represents 6% of total labor force... but does not reflect the diversity of our communities" #chairyang
Each role on support team MUST have a definite set of jobs to do. Amiguity leads to bad work. #SupportTip #OpenSourceCustomerSatisfaction
If you only offer neg. feedback with no construction, do not be surprised that your complaints fall on deaf ears. #LoseLose #BeConstructive
These are GREAT!!! But please, may I add one? Don't take yourself too seriously!
Live simply. Dream big. Be grateful. Give love. Laugh lots. - Unknown #quote
Ensure all customer correspondence uses proper grammar, spelling and punctuation. Fair or not, perception is reality. #SupportTips
Make your company a fun place to work: "Fun is not about acting stupid. It's the feeling you get when you're on top of things." - R. Branson
Customer support software should never let any issues go unnoticed or go missing! #SupportTip #OpenSourceCustomerSatisfaction
Not far from our office. Beautiful!
Live simply. Dream big. Be grateful. Give love. Laugh lots. - Unknown #quote
Always offer a way for a customer to give you honest feedback in the form of surveys. #SupportTip #OpenSourceCustomerSatisfaction
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