Customer Support

The 7 must-have features in an email collaboration software

In the software world, collaboration is no longer just a function of team dynamics. Your team’s excellence in collaborative performance is fortunately or unfortunately a function of the software that you choose for collaboration. This is because the efficacy of the process is largely determined by the feature and process...

Customer Support

5 guidelines for support that ensure customer satisfaction

It is widely acknowledged, that what can be measured can be improved. However, when it comes to measuring customer satisfaction, quantitative analyses are mostly rendered sterile. Because graphs and ratings dwell on averages (Average response time, Net happiness level, Overall satisfaction level) the figures do not directly link to specific...

Customer Support

Essential Ingredients for Customer Support

Customer support is a fantastic, but sometimes tricky business. It's so much more than simply the ability to talk to people and be somewhat polite. While many companies give a great deal of lip service to customer support, it is a sadly rare to find a truly great customer support...

Announcements

SupportBee Turns Three!

Three years ago on Sep 26th 2012, we launched to the world. When we started working on SupportBee 2011, we had some radical ideas for customer support. A customer support software that worked just like email - for both agents and customers. An interface that updates in real time, enabling...

New Feature

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...

New Feature

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...