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How To Elevate Your Online Customer Service With Screenshots And Annotations

72% of customers blame poor customer service as the reason for having to explain their issue multiple times.

But, as a customer service agent or the feedback receiver, you know customers are sometimes just as guilty. They are often the ones who do not describe their problems accurately and can waste your time.

So, how can you overcome miscommunication and improve efficiency? How do you shorten the tedious back-and-forth cycle in clarifying technical issues?

This article has got you covered.

Continue Reading “How To Elevate Your Online Customer Service With Screenshots And Annotations”

Is Email the best customer support channel?

A lot has been written on how companies can grow their business through customer success. The terms “customer success” or “customer experience” seem to be the new buzzwords in the growth-driven tech world.

These discussions are great, and we at Usersnap believe that customer support and customer success are important factors when it comes to business success.

However, I do believe that some basic and core questions remain unanswered. And one of these questions is this:

Is email still the best customer support channel?
Continue Reading “Is Email the best customer support channel?”

How to use Usersnap as your main customer support software

A couple of days ago, a customer asked us if we know of any great customer support tool which works similar as Usersnap does for bug tracking. But just for customer support.

Here’s the good news.

We all know that Usersnap is your best visual feedback and bug tracking tool during development but did you also know that Usersnap can be the best customer support tool for you as well?

Here’s everything you need to know.
Continue Reading “How to use Usersnap as your main customer support software”

Power up your customer support with Freshdesk & Usersnap!

Freshdesk is a simple and easy-to-use customer support software used by some well-known companies such as Sony, Cisco and many others. More and more customers are approaching us on how to get more out Usersnap by integrating it with Freshdesk.

So, I’d like to show you how to boost your customer support by integrating Freshdesk with Usersnap.

Continue Reading “Power up your customer support with Freshdesk & Usersnap!”

Enterprise CFOs: here’s how to reduce customer service costs

It’s taken a while for enterprises to realize how best to use social media. Sales metrics, return on marketing investment and ROI don’t often synchronize well with the vocabulary of the early 2010’s social media expert, whose ‘share of voice’, ‘engagement’, and ‘nurturing advocacy’ make smoke come out of the ears of 90% of CFOs.

social media and customer service costs

Here is an example of where things can get weird. My good friend Media Czar (coincidentally also one of the greatest social media and marketing minds of his generation) sums it up nicely in his blog ‘The Magic Bean Lab’. Media Czar points out that most of the metrics and ideas used to describe the effectiveness of social media don’t mean anything. But there are two important measures that don’t often feature prominently enough in any enterprise social media conversation: reducing costs, and increasing sales.

I’m going to focus on reducing costs, because that’s what I know most about. Continue Reading “Enterprise CFOs: here’s how to reduce customer service costs”

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