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We couldn’t reiterate more how important it is to hire the right customer support representatives, whatever company or industry you’re in. Here are three things to keep in mind in finding the right people.

A video circulated the web last week about a woman who went bonkers at Dunkin Donuts, demanding free food for a receipt she didn’t receive, and recording herself on video at that. What she thought would get her lots of support from social media for exposing bad customer service backfired on her; instead, the employee/s who endured the wrath of Taylor Chapman that day earned a much-deserved recognition from the world wide web and from Dunkin Donuts itself.

Since we integrated Zendesk across our systems in June 2011, we never looked back. Being in the customer support business for more than 20 years, we know the value of an efficient helpdesk and seamless ticketing management solutions in supporting clients from a wide range of industries. So.. how do we, here at Merlin, love Zendesk? Let us count the ways.

It’s impossible to witness an online commotion this big without learning valuable lessons in social media, customer service, and in life. Forbes listed 6 things, and we thought we’d follow it up with our own take-home.

With this growing awareness of social care as a medium to directly communicate to companies, more and more businesses are riding the social media bandwagon; this time, not just to market their products, but to build customer relations and watch over their backs for nasty, reputation-damaging complaints. If you haven’t been using social media as a tool for customer service, here are 5 steps to get you started.

Once upon a time it was brands calling the shots. We had the higher power and controlled the output of company information but in 2012 it’s a new day. The …

Just under 19% are ‘certain to outsource more’ of their IT support services − a drop from 25% in 2010, according to the 2012 UK Service Provider Performance and Satisfaction survey. …

The answer to that you’ll come to by yourself at the end of this synopsis, but the message from the company itself is a big fat, yes – that is …

Previously there has been some debate into the handling of data overseas. Typically, there are going to be worries, as if something went wrong and escalated, there is the fear …

Service Supported – Multilingual Level One and Level Two Technical Customer Support Service Location – transcosmos IT – Debrecen, Hungary “transcosmos have provided customer support for our Consumer range of …

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