Customer Support

Given what we do for a living here at Customer Thermometer, we’ve always known that our customer support needs to be top notch. Our customer service approach comes very much from the heart. We genuinely support our customers as we would like to be supported. No gimmicks or giveaways, but genuinely excellent service that solves problems and takes pain away.

The result is our Ministry of Magic – our name for our customer support department. Every customer email is written and then reviewed for that extra 10% of magic, help or advice to ensure that we knock it out of the park. Every customer request or suggestion is shared, investigated for what can be learned and genuinely appreciated. In this section of our blog, you’ll find amongst other great content, our own internal customer support handbook – Good Magician, Bad Magician – a really popular download.

7 Customer Service KPIs You Need to Track
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7 Customer Service KPIs You Need to Track

Tracking the right metrics is vital in customer service. Modern help desk software suites provide what can be a bewildering amount of data enabling you to track a multitude of KPIs, but should you? Wasting time, tracking the wrong KPIs, is…
How to Avoid Losing A Major Client
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How to Avoid Losing A Major Client

Most, if not all, organizations will have a major customer or two. These are the key accounts that have a significant part to play in your business success; potentially ruining your year (or, at the other end of the spectrum, doubling your sales)…
Survey Email Subject Lines for Great Response Rates
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Survey Email Subject Lines for Great Response Rates

People are managing ever-increasing volumes of daily email messages. When they skim their lists of unopened emails they look at two things, who the emails are from and the email subject lines. Messages which are recognised as spammy, uninteresting…
15 Brilliant Customer Service Apps
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14 Brilliant Customer Service Apps

Providing the very best customer service is what sensible businesses continuously strive for. And since today’s customers are increasingly demanding, communicating via various channels and expecting instant responses, businesses need all the…
Customer Experience Conferences for 2019
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Customer Experience Conferences for 2019

Conferences offer a great opportunity to learn new skills, network with industry professionals and find out about new developments in the fast-moving world of customer experience. They are also a great way to get away from your desk for a few…
2019 Trend Articles You Must Read
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10 Must Read Articles for 2019 Trends

Forewarned is forearmed. Monitoring trends and trend forecasts is a great way to mitigate risk and ensure that your customer experience strategies will keep pace with changes. Here are a collection of articles providing some useful insight into…
7 Best Customer Experience Blogs
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7 Best Customer Experience Blogs

We all know that in today’s increasingly competitive arenas it is essential to not only meet our customer’s expectations but to exceed them. We know that our customer’s experiences will most likely have a great influence on their personal…
14 Customer Experience Blog Posts and White Papers
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14 Customer Experience Blog Posts and White Papers

Keeping up-to-date with all of the latest customer experience related ideas, strategies, technologies and tactics is challenging. We are in a period of rapid change for customer experience across all industries and these days every business…
How to create a satisfaction-survey in 2019 blog header
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How to create a satisfaction survey in 2019

It’s never too late to tune-up your customer satisfaction tactics. And when it comes to satisfaction surveys, 2019 is going to demand some new thinking so that your organization gets maximum value from its customer insights. We’ve taken…
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30 Customer Survey Response Rate Facts

We are in the midst of rapid and radical technological and social change. These changes are having an enormous impact on the ways in which customer surveys are conducted, response rates achieved and customer expectations. Here’s our latest…
vanarama customer service case study
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How Vanarama responds to customer feedback in real time

Vanarama is the UK’s largest van leasing broker, with nearly 250 staff selling 1,200+ vehicles per month. It is one of the Sunday Times Best Small Companies to Work For and is a National Business Award winner for Best Small to Medium-Sized…
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PLATF9RM talks co-working customer satisfaction

Co-working, shared office spaces seem to be springing up everywhere. The good ones are designed to cater for entrepreneurs, remote workers and freelancers searching for a vibrant working environment. The very best – like PLATF9RM in Brighton…