In this episode of The ServiceMonster Podcast, Joe, Adam, and Mary discuss what makes for great Customer Support & Service, and why it is so important to your business. Also in this episode, we go over the latest updates to the ServiceMonster software, and break down some posts from SMUG. Be sure to check back every week for new episodes! 0:00 - Intro 1:23 - Customer Support & Customer Service 2:29 - Why It’s Important To Be Good At It 7:38 - Leads Through Reviews 10:09 - Being The Expert 12:24 - Making Excellent Customer Support Part Of The Culture 17:56 - The Metrics 21:33 - The End Result 23:13 - ServiceMonster Updates 31:38 - SMUG Paul: Fancy New Buttons 33:57 - SMUG Nathaniel: API? Ask Bruno 37:11 - Outro