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21 Can’t-Miss Customer Service Blogs, Twitter Accounts, and Associations and Conferences

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Trying to keep up with all the news, best practices, and tools out there is difficult as a customer service professional.

That’s why I’ve collected some of the best resources for the busy customer experience manager or help desk jockey, all in one place, so you can fill out your feed and keep up on everything you need to.

customer service blogs

Must-Follow Twitter Accounts

Annette Franz

annette

Twitter

Website

Blog

RSS

LinkedIn

On Twitter, Annette shares others’ work, such as Making a Habit of Accountability by Natarajan Chandrasekaran, while also promoting her own work on customer experience, including writing, ghost writing, and webinars. Her focus is on customer experience, voice of the customer, and journey mapping.

Userlike

userlike

Twitter

Website

Blog

RSS

LinkedIn

Userlike’s Twitter is run by @timoort and @SPOpzeeland, and they share articles on typical customer service topics such as handling angry customers. But mixed in with that are tips on sales, marketing, and e-commerce. For instance, one tweet linked to a Userlike blog post listing nine professional image design tools.

Shep Hyken

shep

Twitter

Website

Blog

RSS

LinkedIn

Shep is a real original gangsta of customer service thought leadership. He’s also interactive on Twitter, engaging in conversations.

shep example

His blog is in my Feedly and I follow him on Twitter for helpful articles. Also because his Twitter background is fantastic. Behold.

shep background

In addition to a baller background, Shep offers insights on why customer service is important with instruction on best practices.

#onholdwith

onholdwith

Twitter

Website

Blog

RSS

#onholdwith is a marketing scheme by “cloud-based visual dialing solutions” purveyor Fonolo. I call it out mainly because it’s such a fantastic idea. Half the battle of selling is convincing your target audience that they have the problem your product solves. Until Fonolo built a scraper to aggregate every instance of “on hold with” on Twitter in real-time, brands could deny the problems of keeping customers waiting, and waiting, and waiting. They could also hide average wait times. No more, now there’s a live feed of customer service rage and data about average hold times by company. The worst offenders? Unsurprisingly, airlines.

GoSquared

gosquared

Twitter

Website

Blog

RSS

LinkedIn

GoSquared has a surprisingly useful Twitter feed, especially for such a small, young company. Lean marketing case studies intermix with examples of great customer service knowledge bases.

Jackie Huba

jackie

Twitter

Website

Blog

RSS

LinkedIn

Jackie shares articles on customer service from disparate sources, from Advertising Age and Lost at E Minor. But she also shares funny videos and live-tweeted the Grammys. Her blog is full of short, infrequent posts that are very fun to read, and pretty actionable. Advice like respond when a customer reaches out might not be earth-shattering, but with an engaging story as an example, it serves as a good reminder.

RSS-Worthy Blogs

CRM Daily

crm news

Twitter

Website

Blog

RSS

If you’re really into how robots are automating customer service, you’re going to love this blog. These stories make up a strangely large percentage of news coverage. In and amongst robot customer service stories, however, are stories on major data breaches and tech news.

Desk.com

deskdotcom (1)

Twitter

Website

Blog

RSS

LinkedIn

Desk.com’s customer service blog offers all kinds of helpful information, from product roadmaps to effective business writing. It’s information-heavy, sales-light writing style is free of fluff, making it a good use of time.

Call Center Perspectives

colin

Blog

RSS

Call Center Perspectives aggregates news stories and blog posts which are pertinent to customer service professionals from sources as diverse as Forrester Research and the Auburn Plainsman. Its editor, Colin Taylor, has more than 25 years of customer service experience, which no doubt helps him decide which stories are not to be missed.

Ragsdale’s Eye on Service

ragsdale

Twitter

Blog

RSS

John Ragsdale’s day job is Vice President of Technology Research for the Technology Services Industry Association (TSIA). He conducts surveys and studies, and breaks down the findings for this blog. As a service technology analyst, Ragsdale offers news and analysis of the service and support technology market. While posting is infrequent, it’s high-quality.

Interaction Metrics

martha

Twitter

Website

Blog

RSS

The blog is probably 85% customer survey news, analysis, and advice. Interspersed are posts on improving customer service, by, for example, branding it. Writer Martha Brooke founded and directs Interaction Metrics and conducts workshops on customer service and customer satisfaction surveys.

Richard Shapiro

Richard R. Shapiro_10.26.11

Twitter

Website

Blog

RSS

LinkedIn

Richard’s blog focuses in on customer retention. Post topics tend toward how to use customer service best practices to retain customers, with information such as how the word “No” destroys the ideal customer experience or whether smartphones are good or bad for customer service.

Adrian Swinscoe

adrian

Twitter

Blog

RSS

LinkedIn

Customer experience is Adrian’s forte, with posts on topics such as which apologies lead to better customer experiences and how to make hold time a better customer experience. The best part is how he and his guest writers use stories of companies and interviews with leaders getting things right to highlight best practices.

Organizations to Know

The Center for Client Retention

tcfcr

Twitter

Website

Blog

RSS

LinkedIn

The Center for Client Retention is run by Richard Shapiro. It develops and conducts customer satisfaction surveys for clients. The blog offers short little videos with customer service tips and annual benchmarking studies can be download from the site.

Technology Services Industry Association (TSIA)

tsia

Twitter

Website

Blog

RSS

LinkedIn

The TSIA provides research and education, including surveys, reports, webinars, and conferences, as well as awards and certifications, for customer support and technology support professionals.

Help Desk Institute

HDI_4C

Twitter

Website

Blog

RSS

LinkedIn

Trainings, live and online, certifications, original research, local chapters, surveys, conferences, and forums make HDI a useful group for IT and customer service pros.

Supreme Subreddits

Tales From Tech Support

Need a laugh? Want to know if it’s happened to someone else? Tales From Tech Support is group therapy for customer service reps.

Computer Techs

Here’s where you go for serious questions about how to help people with their IT issues. For example, need a Dropbox type service that allows permission based sharing on subfolders and not just top level directories? Crowdsource it!

SysAdmin

This subreddit is both about managing your career as a System Admin, and the technical aspects of the job itself with topics such as lightening your workload alongside Windows server permissions questions.

Conferences

HDI Conference and Expo

When: March 24-27, 2015

Where: Mandalay Bay Resort and Convention Center

3950 Las Vegas Boulevard South Las Vegas, NV 89119

Benefits: More than 2,400 IT service and technical support professionals

Cost: $1,995.00

Technology Services World

When: May 4-6, 2015

Where: The Hyatt Regency Santa Clara

5101 Great America Pkwy Santa Clara, CA 95054

Benefits: Case studies, problem-solving sessions, and TSW takes networking very seriously.

Cost: $1,617

Others?

What other great customer service or help desk resources do you recommend to keep up on the industry?  Add them in the comments below!

Looking for Customer Service software? Check out Capterra's list of the best Customer Service software solutions.

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About the Author

Cathy Reisenwitz

Cathy Reisenwitz helps B2B software companies with their sales and marketing at Capterra. Her writing has appeared in The Week, Forbes, the Chicago Tribune, The Daily Beast, VICE Motherboard, Reason magazine, Talking Points Memo and other publications. She has been quoted by the New York Times Magazine and has been a columnist at Bitcoin Magazine. Her media appearances include Fox News and Al Jazeera America. If you're a B2B software company looking for more exposure, email Cathy at cathy@capterra.com . To read more of her thoughts, follow her on Twitter.

Comments

Thank you! Honored to be on this list with many outstanding people and companies. My commitment is to keep the “good stuff” coming. I’ll continue to write articles and share articles from others in my quest to create an “Amazement Revolution.” Thank you again, and here’s to delivering an amazing customer service experience!

Thanks for stopping by and for all the good work you do! If you think your audience would find these resources helpful, feel free to share.

Thanks so much, Cathy. I really appreciate the recognition and am honored to be on this list with others equally as passionate about ensuring customers get nothing but the best experience.

Thank you for sharing this information on customer service

What a great resource to share, thank you! Please also check our my blog if you can. We all have a passion for customer service and need to share our tips and experience with each other!

Gordon the Goose

Excellent list. Thank you for sharing.

Well said, Good info. I’m still amazed on the fact that people run more toward acquiring new customers when there is so much to offer to the existing clients. Nurturing and delighting existing clients will bring more customers. This is what marketer should learn.

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