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.

telco customer survey
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How Infiniti Telecommunications monitors CSAT across its units and partners

Infiniti Telecommunications is an Australia-wide telecommunications company. It provides telephony systems to small, medium, and large businesses and delivers ongoing customer support post-sale as well. Customer Thermometer has become…
short survey examples
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10 short survey examples from leading brands

If you're looking for a short survey, the chances are you know that your customers' habits are changing. Customers are busy, get a lot of email, and are hard to engage with. The shorter the survey you can build, the better - right? In fact,…
The Lean Startup review
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The Lean Start Up: Book Review

The Lean Startup by Eric Ries became an instant classic when it was published in 2011. What attracted me to the book was that the back cover promises a lean, entrepreneurial process that is about "learning what your customers really want."…
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Shoe Dog: Book Review

When 3 different people are kind enough to recommend the same book to you in less than a fortnight, you've got to read it. Shoe Dog is the exceptional memoir of Phil Knight, co-founder and creator of Nike. Nike is one of those ubiquitous…
cool email signatures examples
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20 examples of cool email signatures

Unique Email Signatures - 20 Ideas and Examples Turn your everyday emails into a powerful marketing tool… Think for a minute about the number of emails your organization sends out each day. Every employee emails customers, partners and…
Kaseya Connect
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See us at Kaseya Connect, Las Vegas in May 2017

We're delighted to announce Customer Thermometer will be exhibiting at Kaseya Connect 2017. Taking place between May 9-11, the Kaseya Connect event features a keynote from Kaseya's CEO Fred Voccola, and brings together many leaders in the…
Improving Time To Insight
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Time to Insight: A key metric for CX and CI professionals

Forward-thinking companies can now generate a great deal of real-time, customer and market insight from their day-to-day operations. We’re now in a world where Uber can rack up 2 billion rides across 400 cities since it launched in San…
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Building a Customer Service Alert System that works

Let's set the scene Just like a smoke alarm can help you act when there’s fire, a customer service alert system can help you act quickly on customer issues. It's a method of alerting the right person in real time when a customer sends a…
Only the Paranoid Survive Book Review
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Only the Paranoid Survive: Book Review

Only the Paranoid Survive: How to Exploit the Challenges That Challenge Every Company is a book originally recommended to me by Ben Horowitz. It's written by Andrew Grove, who led Intel's astonishing growth and was seen by many as a founding…
Simple survey
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The need for simple customer satisfaction survey tools

Technology is becoming more and more complex. Tools have unlimited configurations, bloated feature sets and complicated deployment requirements. Nowhere is this more true than in the realm of customer feedback. Customer satisfaction surveys…
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CSAT Stat of the Month

"68% of customers leave as a result of perceived indifference" What's the background? This CSAT stat is quoted frequently, but where does it originate from? In 2008, John Gattorna, a visiting professor at Macquarie Graduate School of…
getting more out of surveys
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Our secrets to getting more out of surveys

When was the last time you filled out a survey from a business? Most people will have been asked for their opinion multiple times this week, if not today! Customer surveys are part of life now - and you need to make sure your business is…