customer service | TechWell

customer service

Customer support team member Standing Up Your Product Help Desk

Great technical support is an integral part of any software commercialization plan. But how can you get high-quality tech support without breaking the bank? Here are some ways to economically provide technical support that adds value and educates customers on using your product correctly, safely, and effectively.

Brianne O'Brien's picture
Brianne O'Brien
Man shaking client's hand To Serve Clients Better, Learn Their Perspective

If your goal is to improve service delivery to your customers, it's a good idea to ask for and incorporate input from those very customers. Invite your clients to outline priorities, get clarification on points that confuse them, and vent frustrations. They'll appreciate being heard, and you'll both learn a lot.

Naomi Karten's picture
Naomi Karten
Woman with her finger of her lips in a shushing gesture Use Silence as a Powerful Tool to Get Feedback

If you want feedback from your users, sometimes the best technique for gathering information is staying silent. After someone responds to your question, instead of continuing the conversation, just pause. This encourages the other person to keep talking, and that's when you may get the most valuable information.

Naomi Karten's picture
Naomi Karten
A businessperson and a customer shaking hands Communicating to Customers That You Care

How can you communicate caring to your customers if your job doesn’t lend itself to demonstrating in person how hard you’re trying? Fortunately, showing evidence of caring is not about scurrying around; it’s about interacting with customers in a way that says you’re listening to them and taking their needs seriously.

Naomi Karten's picture
Naomi Karten
Virtual reality photo by Samuel Zeller 4 Ways to Use Virtual Reality in Your Workplace

Businesses are adopting virtual reality as a means of strengthening marketing tactics, increasing collaboration, and connecting with consumers. For those new to VR, it’s important to understand how a virtual world could be used in your day-today operations. Here are four ways virtual reality will impact the workplace.

Anthony Coggine's picture
Anthony Coggine
A businesswoman dealing with a difficult man Dealing with a Difficult Person at Work

Sometimes, when a coworker or customer behaves in an offensive manner, it’s not the totality of that person’s character. They may be coping with circumstances you're not aware of. Before you react to someone's behavior, strive to understand if there's something else behind it. It will improve your relationships.

Naomi Karten's picture
Naomi Karten
Dog food in a dish Have You Eaten Your Own Dog Food Lately?

How often do you use your company’s website? It’s important to periodically “eat your own dog food”—that is, use your own product or services in order to work out the kinks so your customers don’t have to. A good user experience can mean the difference between someone using your product over your competitor's.

Payson Hall's picture
Payson Hall
Image of two people overlapping to show empathy Develop Stronger Client Relationships through Empathetic Action

There’s a big difference between simply saying "I feel your pain" and displaying evidence of empathy. When dealing with clients' complaints and issues, do more than try to understand what they're going through. Aim to communicate early, often, and with sincere concern. It will improve the situation for them—and you.

Naomi Karten's picture
Naomi Karten