Customer service can be one of the most expensive parts of a business operation. Part of that is because when supporting a technical product you either need to provide extensive training to all of your customer service agents, or have 2 or 3 levels of tech support. Both can be costly expenses that many businesses [...]

If you’re in the support business, you know that emergencies can happen at any time.  Imagine a scenario where a customer calls your computer support business at 2:30 a.m.  Your first steps are probably on the phone.  Restart your computer, check your connections, restart the software.  That will fix about half of your problems. Now [...]