How Customer Service And Marketing Teams Can Join Forces to Boost CX

Learn how customer service and marketing teams can work together to provide exceptional customer experiences for your business.

Women and Diversity in Venture Capital

A chat with Anisa Flowers of Pipeline Angels about what their firm is doing to improve diversity in venture capital and the startup world.

50 Best Customer Feedback Tools for Customer Service Teams

Collect, analyze, and make use of valuable customer feedback with these leading customer feedback tools for customer service teams. From customer survey tools to online review tools, sentiment analysis tools, and more, you can capture feedback across the entire customer journey.

Advice for Women Entrepreneurs in Male Dominated Industries

Lesson learned from women who defied the odds in small business.

7 Steps to Building a Customer-Centric Strategy

Wondering how to create a customer-centric strategy for your organization? These 7 steps will help you create a strategy that puts your customers at the center of everything you do.

Transgender Pronouns: Being Non-Binary in the Land of Pronouns

Embracing non-gender specific pronouns in the business world requires action, not sentiment. Entrepreneur Quinn Daley is helping others walk the talk.

What is Customer Engagement (and Why Is It Important)?

Customer engagement is vital to your business's success. Here's what you need to know about customer engagement, why it matters, and how to improve it.

Coming Out as Transgender at Work (When You're the Boss)

European entrepreneur Juliane Röll started a successful consulting business, then came out as transgender to co-workers and clients. Here's what happened.

4 Customer Experience Strategies That Work Every Time

Want to improve the customer experience? These 4 proven customer experience strategies work every time.

How Digital Marketing Agency iProv Prioritizes Customer Service with SupportBee

iProv COO Patrick Laughlin needed a better way to manage the support needs of his company's growing customer base. SupportBee checked all the boxes.

What SMBs Need to Know About Working with Product Designers

How to get the most out of customer persona and journey efforts, from a product designer.

Should Startup Founders Take Breaks from Their Businesses?

Finding Happiness in the Post-Launch Adrenaline Rush

The Hidden Costs of Scaling a Technology SMB

Launching a small technology business can be done cheaply--but growing it will cost you. In this post, SMB tech entrepreneur Hana Mohan outlines 5 unanticipated budget burdens.

The Support Team’s Guide to Responding to (and Avoiding) Customer Complaints

Responding to customer complaints is a reality for any customer support team. Follow these best practices to resolve customer complaints quickly (and avoid them from happening in the future).

7 Ways to Effectively Build Undying Customer Loyalty

Want to build undying customer loyalty? These 7 strategies are proven ways to foster loyalty and cultivate brand advocates.

How Entrepreneurship Is Helping the Transgender Community

Zach Wilcha, Executive Director of TransWork IBA, explains why transgender and non-binary people are finding opportunities in the entrepreneurial space--and how their organization is poised to drive workplace equality forward.

6 Ways Companies Can Build a Customer-Centric Culture

Looking to develop a more customer-centric culture in your company? Here are 6 proven ways to build a customer-centric culture.

What is Customer Retention (and Why Is It Important)?

A look at customer retention, how to calculate it, and a few of the most crucial reasons to prioritize customer retention in your business.

How Female Artists Are Taking on the Tattoo Industry

In a historically sexist profession, women are finding success with all-female tattoo studios. Just ask children's book illustrator and tattoo artist Milena Milak.

6 Top Customer Retention Strategies You Can Implement Today

Put these six proven customer retention strategies in place to enhance customer satisfaction, cultivate loyalty, and foster repeat business.

How Office Friendships Impact Remote Work Culture

What happens to co-worker friendships when they go from the office to the Zoom screen, particularly out of circumstance? And what role does established rapport play in the shift to teleworking? Adjacent data can tell us what virtual relationships need to thrive.

No, All-Remote Work Is Not a Mother’s Dream Come True

Since the pandemic hit several months ago, there has been no shortage of rose-colored articles about the popularity of remote work, whether it’s an employer’s reduced overhead or expanded employee flexibility. As a working mother, I’m here to disagree.

6 Ways to Improve Customer Satisfaction

Customer satisfaction is a key competitive differentiator today. Use these six proven strategies to create an exceptional customer experience and improve customer satisfaction.

7 Best Shared Inbox Integrations for Better Team Collaboration

Use these seven leading shared inbox integrations to improve team collaboration and customer support.

4 Stellar Strategies To Keep Customers Coming Back for More

"It is not enough that you have a great product or service. The harsh truth is that it is difficult to keep your customers happy." says Uwe Dreissigacker, founder of InvoiceBerry. Read more in his guest post!

Small Business Puberty: Remembering Who You Are, Where You Belong, And Finding Your People

This is a story about a small but lasting software business that went through something all small businesses eventually experience--and if you’ve just started a business, you might want to read this.

What is the Ultimate Goal of Customer Relationship Management?

What's the goal of CRM? In this post, we'll discuss the ultimate goal of customer relationship management and how you can use it to your advantage.

6 Ways to Stop Customer Service Complaints (Before They Happen)

Every company wants to minimize customer service complaints, but how can you stop them before they happen? These 6 tactics will help you identify and resolve customer service complaints before they happen.

6 Ways Companies Are Using Teams to Increase Customer Satisfaction

Teamwork makes the dream work, especially when it comes to customer satisfaction. Here are 6 ways companies are leveraging team collaboration to improve customer satisfaction.

50 Best Customer Feedback Tools for Small Business Owners

Customer feedback is a valuable resource for every small business. These 50 customer feedback tools help small businesses collect authentic customer feedback to improve the customer experience.

50 Best Customer Service Software Tools for Customer Support

These 50 customer service software tools for customer support streamline your customer support services, from customer relationship management to social media customer support.

Customer Support vs. Customer Service: What’s the Difference?

Learn about the differences between customer support and customer service, from the nature of the activities to how each is measured.

How to Write the Ideal Knowledge Base Article

Want to write knowledge base articles that really help your customers? Follow these tips to write more effective knowledge base articles.

6 Help Desk Metrics You Should be Paying Attention To

Measuring these 6 vital help desk metrics helps you monitor performance and implement strategies to boost efficiency and improve effectiveness.

Building a company - the real deal.

Welcome to the new blog from the team behind SupportBee, MagicBell, and AboutMyBrowser. We are a small, fully remote team, and we have been working on building profitable businesses for almost a decade now. Beyond our professional lives in the software world, we are enthusiastic readers, bakers, cyclists, history buffs, violinists, and many more shades of curiosity and wonder. As a team, we have always highly valued the process of writing. We find it to be an excellent tool for thinking and lea

5 Important Features to Look for When Buying Customer Portal Software

Thinking of implementing a customer portal? Be sure to evaluate these 5 important features to look for when buying customer portal software.

Importance of Brand Consistency

Brand values matter, and they are reflected in everything you do. This even includes the experience a customer has contacting your support team.

What is Customer Support (and Why is It Important)?

Learn about customer support, how it differs from customer service and customer success, and best practices for providing top-notch customer support.

What is Customer Service Experience (and Why is It Important)?

If you're focused on customer service, considering the customer service experience is a must. Here's what you need to know about providing an exceptional customer service experience.

31 Customer Service Experts Reveal the Most Effective Ways to Measure Customer Satisfaction

We asked 31 customer service experts to share the best ways to measure customer satisfaction. Here's what they had to say.

6 Important Questions to Ask on Customer Feedback Surveys

Ask these six important questions to get better insights from your customer feedback surveys.

The Expert’s Guide to Exceptional Customer Care

Want to improve customer care? This guide covers everything you need to know to provide top-notch customer care.

5 Best Practices to Effectively Manage Your Ticketing System

Leverage these five best practices to effectively manage your ticketing system for better, more efficient customer support.

50 Best Articles on Customer Service to Help You Provide Exceptional Customer Service Experiences

These 50 articles on customer service offer expert customer service tips, best practices, industry statistics and trends, and more.

What is Customer Success (and Why is It Important)?

Customer success (CS) takes a proactive approach to customer satisfaction. Learn more about customer success and how to implement a CS program.

How a Three-Person Software Company Uses SupportBee to Keep Business Running Smoothly

Running a small software business means doing it all--from customer support to coding. Here's how a 3-person team in Mexico City makes it work with SupportBee.

Guide to Knowledge Base Software

Wondering how knowledge base software can boost your customer support efforts? Here's everything you need to know about knowledge base software.

5 Examples of Great Email Replies to Customer Complaints

Handling customer complaints requires a careful, delicate approach. Use these 5 examples email replies to customer complaints for better results.

The Best ClickUp Integrations to Turbo-Boost Your Customer Service Capabilities

Are you a ClickUp user? Read up on our favorite integrations for more manageable customer service.

Guide to Customer Portals

Wondering how customer portals can benefit your business and improve customer support? Here's everything you need to know about leveraging customer portals to enhance customer satisfaction.

4 Basics Of Using Social Media For Customer Support

Take a look at 4 tips for providing stellar customer support via social media. Create a better social media customer support strategy by following these tips.

How Audio Visual Solutions Provider Cloud9 AV Runs Its Business on SupportBee

How do you maintain stellar customer support while growing rapidly? Here's how audiovisual company Cloud 9 used SupportBee to deliver top-notch service to their expanding client list.

25 Customer Service Experts Share Their Most Important Tips for Providing Unmatched Customer Care

We asked 25 customer service experts to share their top tips for providing unmatched customer care. Here's what they had to say.

How to Compare Help Desk Ticketing Systems (6 Things to Look For When Buying)

Thinking about buying a help desk ticketing system? Here are 6 must-have features to look for when comparing help desk ticketing systems.

How to Improve Your High-Touch Customer Service with Tech

4 Strategies to Help You Bring High-Touch Customer Service to Your Business.

6 Reasons Your Team Should be Using a Shared Inbox

If you've been thinking about implementing a shared inbox for your team, here are six compelling reasons why a shared inbox is an excellent team collaboration tool.

The Best Basecamp Integrations

The best Basecamp integrations for improving customer service.

101 Customer Service Tips: Training, Dealing with Difficult Customers & More

Expert customer service tips including training tips, best practices for dealing with difficult customers, how to leverage technology to improve customer service, and more.

What is Customer Service (and Why Is It Important)?

Learn what customer service really means and how it impacts your business both positively and negatively.

How a McDonald’s Franchise Improved Customer Service with SupportBee

How a restaurant franchise improved customer service using SupportBee

50 Best Customer Care Resources to Learn About Providing Top-Notch Customer Care

Learn about providing top-notch customer care with these top-quality customer care resources, including blogs, tutorials, books, guides, and more.

How Small and Medium Businesses Can Find Their Customer Service Philosophy

How Can SMBs Find Their Customer Service Philosophy? These Guidelines Will Help.

50 Best Customer Support, Success and Care Conferences to Attend in 2020

These 50 customer support, success, and care conferences are a must-attend for customer service and CX professionals.

What Features Should I Look For in a Customer Support Email Ticketing System?

“What should I look for when buying a customer support system for email?” We hear this a lot. And while we may be biased, there are some features that any support system worth its salt should have--regardless of your industry or business size.

50 Best Survey Questions to Measure Customer Satisfaction

Not sure where to begin to develop your customer satisfaction survey? These 50 questions will help you measure every facet of the customer experience.

3 Quick Ways to Improve Your Customer Support Ratings

Five easy ways to improve your customer support ratings quickly and efficiently, whether or not you use SupportBee.

What is Customer Relations (and Why is It Important)?

Customer relations is the ongoing effort of building and nurturing relationships with customers. Learn more about customer relations and why it matters.

27 Customer Service Experts Reveal the Best Ways to Deal with a Difficult Customer

We asked 27 customer service professionals to share the best ways to deal with difficult customers. Here's what they had to say.

4 Ways Collaborative Inboxes Improve Your Customer Support Processes

A collaborative inbox can help your team collaborate on customer service issues without stepping on each other's toes. Learn why you should set one up today!

26 Best Shared Inbox Tools to Manage Team Emails

Looking for a shared inbox for your team? We have compiled a list of 25 best shared inbox tools that you can start using today!

What’s new: new design and interaction for comments

The latest design for comments improves interaction and declutters the ticket's interface

26 Experts Reveal the #1 Customer Service Skill

Our 26 experts discuss the top customer service skill that matters. Taking ownership, listening, and other important skills that you can start using today!

4 Customer Satisfaction Metrics You Should be Measuring

Measure these four important customer service metrics to improve your organization's customer service and delight your customers.

5 Best Practices to Improve Customer Service

Learn the best practices for improving your customer service to delight your customers and retain them for years!

5 Reasons You Should be Using a Cloud-Based Helpdesk

A cloud based helpdesk can streamline your customer support and help you deliver better customer service to your customers. Read on to learn more!

50 Best Customer Service Blogs You Should be Reading

A list of the 50 best customer service blogs that you should be reading to improve your customer service game

How to Create a Powerful Knowledge Base for Your Customers

A well designed knowledge base can reduce your customer support costs and deliver better customer service to your customers. We show you how to do it!

What is a Customer Portal and Why Is It Important?

A customer portal helps your customers submit and track service requests. In this post we show you how to implement one for your organization.

5 Ways Your Customer Service Team Can Handle Customer Complaints

Learn 5 ways your customer service team can handle customer complaints to ensure customer satisfaction and happiness

Improvements to labels, filters, and fonts

Ability to search through labels and filters; Improved fonts.

KBee improvements and fixes

Move articles between categories and auto save drafts in the Knowledge Base

Make announcements to customer groups and see announcement history

You can now send announcements to customer groups and view history for announcements

Introducing the ability to organize customers into groups

You can now organize customers into groups

How to use Google groups in conjunction with SupportBee

A detailed post on how to use Google groups with SupportBee

September updates: HTTPS for custom domains and more

September updates - HTTPS support for custom domains and more

How to use ‘Teams’ to handle multiple projects/clients using SupportBee?

How to manage support tickets from multiple clients and projects using 'Teams' in SupportBee

Customer service interview questions that every hiring manager should ask

A list of customer support interview questions that help you in hiring the right candidate

10 Customer service skills that matter in the SAAS world

A list of 10 important customer service skills that matter if you are hiring for support or have a client facing job

Create tasks in ClickUp from support tickets with the new SupportBee + ClickUp integration

SupportBee now integrates with ClickUp for better project management

Our update on GDPR

SupportBee's GDPR compliance update

A cleaner layout for the ticketing interface

A new ticketing interface for easier navigation and better performance

Announcement: Improvements to Basecamp integration

Improvements include full project listing, attachment links, and Rich text editor for HTML formatting

Launching SupportBee’s Knowledge base software for managing help docs

SupportBee's free knowledge base software helps you publish documentation about your product/service

Help your customers track tickets online with our new customer portal software

Customer portal software enables customers to track tickets online.

February updates: Basecamp 3 integration and a fully featured mobile experience

SupportBee integrates with Basecamp3 and offers a fully featured mobile experience

January updates: Comparison charts for reports and Two-factor authentication

You can now build comparative reports and enable two-factor authentication

Wrapping up 2016 with some more features, enhancements, and optimizations

Wrapping up 2016 with feature updates and performance optimizations.

Towards a faster and more reliable SupportBee

We're shipping many performance improvements and SupportBee is a lot faster and reliable than ever.

Better aesthetics & niftier navigation - Launching the new SupportBee

Launching the new SupportBee with better aesthetics and niftier navigation

Understanding the design process behind our Customer Satisfaction Ratings feature

Understanding the design process behind improving customer experience with customer satisfaction ratings

New Feature: Improve Customer Experience with Customer Satisfaction Ratings

Improve customer experience with customer satisfaction ratings.

What does it take to make your first hire deliver effective customer service?

There is a step-by-step process to deliver effective customer service.

Say Hello to Teams!

Agent Groups in SupportBee are now called Teams. You can assign a ticket to a team and then to an agent within a team.

How we avoided software bloat with SupportBee

The journey from a product to a platform to avoid software bloat.

4 reasons why your project management app should talk to your help desk software

The interaction between your help desk software and project management is important for effective collaboration

Should your developers be in the front lines of customer support?

In the early stages of a product, developers are best suited to handle first level tech support.

The 7 must-have features in an email collaboration software

Email collaboration is the future and collaboration is no longer just a function of team dynamics.

5 guidelines for support that ensure customer satisfaction

In this post we talk about a set of guidelines and the observed positive impact of those on customer satisfaction.

Essential Ingredients for Customer Support

Everyone has their talents and abilities, and we do ourselves a great favor by putting people in positions to play to their strengths.

Easier assignments, Inline images and more

Happy 2015 everyone, here's to a fun and successful new year! We are starting 2015 with some new features and improvements to SupportBee, here we go. Improvements to ticket assignment We now support searching for your agents or groups by their name at the time of ticket assignment. Search for an agent and assign : Search for a group and assign : We have also added keyboard shortcuts to make ticket assignment a breeze. If you are viewing a ticket, * hit the key a to bring up t

Private Tickets, Private Groups and more

Private tickets has always been one of the most requested features in SupportBee. This request mainly arises from a need to exercise control over the visibility of sensitive information that gets routed through the support software. For instance, tickets sent to the billing department may contain sensitive information like customer's address, etc., We at SupportBee also felt this is a necessary feature and have been working on it for a couple of months now. We invited a few customers to try out

Customer Support is the New Product Development

Today, everyone agrees that investing in good customer support is important for any company. Good customer support earns the trust of your customers converting them into loyal fans and champions of your offering. A lot has been written about delivering faster and better customer support to catalyze this viral growth. However one aspect of customer support that is not often talked about is it's role in product development. Atleast in the world of startups, most founders start with a vision for

Quick Start Screen for Admins & CapsuleCRM App

Super excited to be rolling out some great updates this Monday: Quick Start Screen for Admins Clicking the Admin link now takes you to a Quick Start screen. You can quickly see the most important settings here (forwarding addresses, number of users and groups etc) and jump to the 'Add New' screens in one click. We will be expanding out the Quick Start screen with more useful information over time. In the meantime, please send us your feedback about this screen. Capsule CRM If yo

Finding initial traction for your B2B product without spending anything

A few days back we crossed 100 paying customers (yay!) and tweeted about it We just hit 100 paying customers. No investor money, no ad spend - purely organic growth! Thank you all for putting your trust in us! — SupportBee (@supportbee) April 1, 2013 Much to my surprise, this became one of our most popular tweets. A bunch of people (on/off Twitter) asked us how we got first our first few customers without spending anything. Here is the story and the details. We Started Early - Reall

Customer Support the Stripe way but without Managing Mailing Lists or Filters

There was a very interesting post on Hacker News today from Alex Maccaw on what it is to work at Stripe. The thing that I (and most commenters on HN) found interesting was the email culture at Stripe. All emails are copied to almost everyone (or at least to a team). According to Alex “This requires a lot of filtering” Also, everyone does customer support, on a bi-weekly rotation. At SupportBee, we use Stripe for accepting payments and we love it. Occasionally we have interacted with their he

Why our customers love us: Interview with Abine

We love our product. We use it everyday internally for Muziboo and SupportBee. But, what s nicer is our customers loving SupportBee for the same reasons that we do. There can t be a better validation for the product. It was such a pleasure to chat with our customer Abine. There was so much resonance in our thoughts. And, not just that. Learning how our customers use our product has definitely helped us build a better roadmap and hence a better product. The following interview is the first in t

'Reply above this line' culture must die

Email is a wonderful communication medium for technical support. You can take your time to explain the problem in detail and help customer support help you better. Talking to technical support over email is often like interacting with a project's community on an email list with one major difference. Almost all mailing lists encourage you to avoid top posting and most help desk softwares force you to top post. How often have you gotten responses to your tech support questions that go like this:

Insight into CD Baby's Customer Support - An Interview with Derek Sivers

CD Baby is the largest online distributor of independent music. CD Baby is very much a company that is run BY musicians FOR musicians. The company has paid over $157 million directly to artists. It is the record store where you can discover your next favorite artist. Derek Sivers is the man behind CD Baby. He started it more than a decade ago as a one man operation in a garage. Derek sold the company in 2008 for a considerable sum and donated most of it to a charitable trust that he created

I attach a face to customer emails An interview with Mike Minnick from Carbonmade

Carbonmade helps you manage your portfolios online. It offers a variety of tools that allow you to change how you display your work. The core idea behind the design of Carbonmade is to keep your images or videos at the forefront. For a better idea on what Carbonmade can do for you browse through their customer portfolios here. Mike Minnick is the morale specialist at Carbonmade. He single handedly manages the entire support operation across channels like mail, Twitter, Tumblr and Facebook.

Delivering Fanatical Support via Social Media - An interview with Rob LaGesse from Rackspace

Rackspace delivers enterprise-level hosting services to businesses of all sizes and kinds around the world. Since their start in 1998, they have grown to serve more than 130,000 customers, including over 110,000 cloud computing customers. Their core products include Managed Hosting, Cloud Hosting and Email. Rob LaGesse, the Chief Disruption Officer at Rackspace heads up social media efforts there. His passion is taking care of customers and he goes to great lengths to do so. Though he was h

Companies don t need large support teams Interview with Giannii from Disqus

Disqus is a community platform that helps publishers build an active community around their audience. Their service works on any website and is used widely in the blogosphere. Here s an interview with Giannii from Disqus. Giannii is the Director of Community Development and has dealt with the support directly since day one. The following is an excerpt from our conversation on how even large scale support can be delivered without building huge teams. N: How old was Disqus when you joined?

'Never had an angry user? It's likely they don't care' - An interview with Chris from Wufoo

Wufoo is an HTML form builder that helps you create contact forms, online surveys and invitations so you can collect the data, registrations and online payments you need without writing a single line of code. Here s an interview with Chris from Wufoo on how they handle Support for their service. Wufoo is known not just for its great product but also for its awesome Support. What are the things that you did initially to gain this reputation? All you need to do in order to gain a reputati

Community driven support can hurt your startup - An interview with Paras from VWO

{% include JB/setup %} Visual Website Optimizer is a spilt testing software from the stables of Wingify founded by Paras Chopra in 2009. In less than a year of existence, VWO has acquired over 4000 users with some prominent names like Rackspace, Foursquare and Groupon in their customer list. A few weeks back, I had an exciting conversation with Paras on Start-ups in general and Support in particular. What caught my attention in our conversation was his interesting perspective on Community

Support is marketing investment - An interview with Dean Levitt from Mad Mimi

{% include JB/setup %} Mad Mimi launched in 2008 is a simple and powerful email marketing utility that helps users create branded, well-designed newsletters and promotions. Madmimi is impressive not just for their cool product but also for their awesome customer support that has drawn them an impressive list of passionate customers. A few weeks back, I had an interesting conversation with Dean from Madmimi about their Support process and his philosophy on Support. Dean is one of the found

Delivering Wow Customer Service: An Interview with Valerie Liberty from Balsamiq

Valerie Liberty is the COO Wow division of Balsamiq. Started in June 2008, Balsamiq Mockups help software designers and developers build great software by letting them easily sketch out their ideas, then quickly collaborate and iterate over them. Balsamiq Mockups has netted over $2,000,000 in sales in first 18 months of business and is gathering rave reviews. In Balsamiq, Valerie handles everything from presales, support , invoice and payment tracking. With customers from over 56 countries she i