Supportbee Blog
Updates on SupportBee and thoughts from the team

5 guidelines for support that ensure customer satisfaction



It is widely acknowledged, that what can be measured can be improved. However, when it comes to measuring customer satisfaction, quantitative analyses are mostly rendered sterile. Because graphs and ratings dwell on averages (Average response time, Net happiness level, Overall satisfaction level) the figures do not directly link to spe...

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Switch Ticket States in App and Other Updates!

As we say goodbye to 2015, we decided to...

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Thank you for a great 2015!

As 2015 comes to an end, ...

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Introducing Josue, our newest team member!

Some time ago, we introduced a new team member with a focus on customer support. We’ve been busy adding to the team since then, and this time our focus is on our product development a...

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Essential Ingredients for Customer Support

Customer support is a fantastic, but sometimes tricky business. It's so much more than simply the ability to talk to people and be somewhat polite. While many companies give a great deal of lip service to customer support, it is a sadly rare to find a truly great customer support experience. For most companies, it is a work in progress, and even the best can't ever say they've really arrived, there is always something that can be improved or done differently. The first step in a great customer support process is hiring the right people to do the job (incidentally true in most jobs). Your other support tools, like documentation and FAQ's, might be great, but your support...

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New Safeguards to Service Quality

We strive to maintain very high standards for timely delivery of emails, and minimal lag in importing them for our customers. The great thing about email is that it is so distributed; you can send from nearly any system to nearly any other system. This does however depend on everyone sticking to some standards and healthy sending rates, so as to not overwhelm the other servers. Inevitably, every now and then a server has some technical issue and starts sending out thousands of emails every hour. This happens to some of our customers from time to time. In this case, our priority is to ensure that the effect on others customers is minimal, and that...

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