The blogger at Develop Better makes a good point about recording bugs to fix them faster.
I personally use WebEx Recording a lot to communicate issues to Engineering team and it helps get issues resolved much faster. As soon as I get access to latest release, I fire up my standalone WebEx Recorder and start testing the product. I record all the issues and send the recordings to our engineering team without having to write detail steps on how to reproduce the issue!! Engineers appreciate the f ...
Read entire post
We just announced public beta of WBS 26. You can sign up for beta account here. Click on Host Login and Register for new account.
Support Center Suite has following exciting features in WBS 26:
1) New CSR Client UI: We all love current CSR UI. We have kept it as is but have added a new CSR client UI that doesn't need a browser. It is a very slick UI that gets your session started much faster (since there is no overhead to start a new browser instance) and gives you a better control of sessi ...
Read entire post
Phone Support has been the bedrock of assisted customer support. With the advent of the Internet, broadband access and popularity of IM and chat, however, Live Help over the Web is emerging as a viable alternative to phone for real-time assisted support.
Live Help (also called 'Click to Connect' or 'Live Chat') has number of advantages over phone support.
1) Live Help provides seamless escalation from self service to assisted service by allowing the customer to stay on Web and not change t ...
Read entire post
Welcome to the Support Center blog. We invite to join in and learn about not only what’s the latest on Support Center solution, but also to share best-practices and industry insights with your peers. As you probably already know, Support Center is used by companies large and small across vertical sectors ranging from High-Tech, Financial Services, Manufacturing, etc.
Once you are a member, you’ll be able to bounce off ideas you are toying with your peers and we’ ...
Read entire post