Cora Wood’s Post

Are you confused about the roles of technical support and customer service? Our latest blog, “Technical Support Vs. Customer Services” dives deep into the distinct functions, challenges, and importance of both. Check it out now! https://lnkd.in/d46HQbaz

Top skills for an IT service professional: 1. Technical Knowledge: Know your hardware and software. 2. Problem-Solving: Fix issues quickly. 3. Communication: Speak clearly and effectively. 4. Customer Service: Be friendly and helpful. 5. Time Management: Prioritize tasks. 6. Teamwork: Collaborate well with others. 7. Adaptability: Embrace new tech and changes. Here at IT Unites Solutions, you can find it all.

I don’t think support teams at organizations get the kudos they deserve. It’s a tough gig and often support teams bare the brunt of situations out of control. The support team here FYI are amazing and without them my job would be 10000000% harder. They now support 30,000 users, when I started as technical escalation specialist at FYI in support, 3 years ago, it was more like 5000… Having run the support team for a while, I personally appreciate them and what they do however not everyone has first hand experience with them or knows how amazing they are! That’s why I love seeing these types of messages form our clients. To all the support / client success / customer support teams out there, keep doing what you do and remember you are appreciated, even if at times it doesn’t feel that way! #clientsuccess #support #supportteam #accountingsoftware #cloudaccounting

CEO doing support is a simple hack to get answers about your product and customers.

📢 Attention all Customer Service Managers! 📢 Just stumbled upon an amazing resource 📚 from HiveDesk that will revolutionize your call center operations. 📞 It offers insightful, ready-to-use call center scripts that will enhance your customer service. 🚀 This blog post dives deep into how to create effective scripts, how to train your team to use them, and how to provide the best service to your customers. 🎯 It's a must-read for https://lnkd.in/dS4Y5uHF

Shipping delays happen, but keeping customers informed doesn’t have to be a struggle! Let us do the writing, and you can get back to helping your customers. Check out our free shipping delay message templates for: ✉️Email 📱Chat and SMS 📞Call center scripts Explore TextExpander’s templates here:

IT Support vs Customer Service: Know the Difference! Excerpt from our recent webinar, we explore the key distinctions between IT support and customer service. Understanding these often confused roles can help you understand your careers journey better. Watch Full recording on our YouTube channel: https://lnkd.in/dxNhvHfE 

As a CEO I answered 337 support tickets in the past 90 days. My first response time (FRT) was ~17.4 minutes. Broken down... p50: 17.4 minutes ("I answer 50% of tickets in under 17.4 minutes") p90: 4.3 hrs ("I answer 90% of tickets in under 4.3 hrs") p99: 1.7 days ("I answer 99% of tickets under 1.7 days") I'm doing my best to respond quickly but calls throughout the day make it very hard 🙃 All founders should be involved with their customer support process.

Field Service companies often miss valuable revenue opportunities from unanswered calls during after hours. Building your after-hours customer service capacity will allow you to capture most after-hours work orders that competitors cannot accept. However, after-hours solutions, including answering services, aren't created equal. From our full episode, find out how this Field Service leader seamlessly aligned his daytime customer service with its after-hours counterpart ➡ https://lnkd.in/dKcuwH4W

💪 Being a customer support representative isn't for the weak. Recently, I encountered a challenging situation where a customer was initially frustrated with every solution I provided. Yet, as a support rep, it's crucial to remain patient and persistent in finding resolutions, even if adjustments are needed on the customer's end. 😅 It ended with a laugh though! The customer eventually grasped the solution after some patience, and voila, problem solved! Customer support goes beyond just communication—it's about ensuring the customer comprehends the solution provided. Here are 3 keys to surviving your day-to-day activities: - Empathy - Good communication - Problem-solving Cheers to all the hardworking customer support teams out there! Let's tackle this week with even more strength and determination. Happy new week! #Empathy #Communication #ProblemSolving #CustomerSupport #NewWeekGoals🥂