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Jitbit
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Jitbit Software. Small enough to be personal, large enough to be stable.
Jitbit Software. Small enough to be personal, large enough to be stable.

67 followers
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Dealing with difficult customers - For the most part, our customers are pleasant and reasonable people. I'm sure your customers are the same. However every once in a while there comes a customer who is hard to deal with. He is annoyed, upset or maybe even plain rude. Here is how we handle complicated situations at Jitbit. Be at your best Talking to a difficult customer is arguably one of the most complicated situations that you would have to deal with as a helpdesk tech... http://ow.ly/2XaSEJ
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6 Quick Fixes to Improve a Legacy Web App's UX - Every web-developer has to work with really old web-applications and sites sometimes. Build in the "pre-HTML5" era on top of some old framework using some odd tools and everyone is too scared/disgusted to touch it... Here are some quick tips that will help you make those monsters a little bit more friendly to your users in less that an hour. HTML5 "input types" <input type="text"> did a decent job for decades, but now we ... http://ow.ly/2Wq2TE
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Quick tips for answering support emails better - In this article we will give some quick actionable tips on how to start responding to emails better. Start with "Hi, John!". It is always a good thing to use customer names and "Hi" is almost always better than "Hello". There is no need to be overly-official. I use "Hello" in extreme cases when we screw up bad. The exclamation mark at the end is a matter of personal preference. Say "Thanks" and "Sorry" a lot. There is nev... http://ow.ly/2VFtQl
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Support by founders revisited - If you've read this blog before, you probably know that I am the biggest advocate for doing support myself. A while ago I wrote an article encouraging founders to reply to support tickets, where I wrote that founders should answer as many support tickets as they can. After doing it for another year I admit that I was wrong. Founders are overqualified for the job 9 times out of 10, when a ticket comes in, I immediately know the answer to t... http://ow.ly/2V1znF
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A Single A/B-test Improved Our Helpdesk App Revenue by 25% - A lot of our readers are bootstrapped businesses and self-funded startups just like us. So I hope it's OK if we share our findings and challenges from time to time. These are the results of a recent AB-test we ran on our "buy now" pages. Nothing new or special, just a trivial hypothesis and variations, but the results were overwhelming. Here we go: Old "buy now" page Hypothesis: people are distracted by lots o... http://ow.ly/2UjeSk
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Everyone should be doing support - Want to approach your customer support like a startup? There's only one simple way to do this - customer support should be everyone's job. That is how the greatest companies roll: Basecamp (formerly known as "37 signals") makes all their employees answer customer emails at least one day a month. Zappos, one the States' leading online stores, sends every new employee to work in customer support for a month. Whatever the new position is ... http://ow.ly/2TQqy8
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5 Reasons to Switch from Email to a Helpdesk System - How many times have you "marked something as unread" to deal with it later? Don't get us wrong, email is perfectly fine if used appropriately. Especially for early stage startups that need to focus on launching their first product and getting their first customers. But once the "early stage" days are over, it's time to consider more powerful support tools. 1. Agent collision For starters, using one shared support ema... http://ow.ly/2ShQiL
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Meet the new Jitbit Helpdesk mobile apps - Just a quick update on the current state of our mobile apps - something that has started as a hobby project, grew up to be something used by thousands of people every day. But as you've probably noticed, we haven't pushed new updates in a while (especially for the iOS app). And while the apps still work perfectly fine, they have various problems that need fixing and we can't delay this any longer. Currently there are two main i... http://ow.ly/2PfKDn
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Speeding up your helpdesk by 50% with canned responses - "Canned response" is a popular feature present in some email apps and most helpdesk systems, that allows inserting a quick pre-defined text into your response to a customer. Just like "self-support" help sites and searchable knowledge-bases can help you get rid of up to 45% of incoming support requests, the "canned responses" can speed up the remaining 55% drastically. If you're not using this feature you're reall... http://ow.ly/2OI6Jb
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Support by founders - At Jitbit me and Alex have been handling support tickets ourselves from the very beginning. We didn't have much choice since it was just the two of us. Two years ago we have started hiring customer support employees, but we still answer a significant number of support tickets daily. I'm sure that founders must talk to customers as much as possible. There is no better place to do that than your help desk software. Even Jeff Bezos does this. And th... http://ow.ly/2LAVzW
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