The decision-making process in product development has always ended up in the non-users’ hands. But now most teams understand that it’s impossible to make a customer-centric product without knowing what customers really need. But how to avoid the waste of development hours on developing the things that will not be…

Your Knowledge Base is often a large part of customer support self-service that customers experience when they interact with your brand online. …

Recent Gartner finding reveals that 74% of companies plan to shift some of their employees to remote work permanently. Such a shift requires companies to adapt to the new models of managing the internal cases and communications of the remote employees. Implementing an internal employee portal increases employee service experience…

Gathering quality feedback and closing the loop is essential to any company that cares about the constant improvement of its products and meeting customer satisfaction. Statistics show that only one of 26 unhappy customers complain; the rest leave. You should understand that the absence of feedback doesn’t always stand for…

After the long process of feature comparison and checking trials you have picked up the helpdesk software that perfectly (or almost perfectly) suits your company’s needs. You passed through the meetings approving it, confirmed the budget with the financial director, your security department approved the usage of the cloud version…

Are customers’ reviews really important? The answer is definitely yes! With the appearance of online feedback platforms, customers’ reviews have become a significant asset not only for B2C but also to B2B companies. Only imagine how fast online reviews spread on the web, and how much damage just one negative…

Any business that wants to succeed in today’s competitive marketplace needs to collect and act upon customer feedback. That’s because it helps you to understand the people you serve on a deeper level. …

Getting feedback in the early stages of your business is extremely important. That’s because you don’t have much room to fail. Your team is small and you are operating on a limited budget. Therefore you need to learn what works, what doesn’t and what you should really focus on. If…