Today’s article is a guest post from Greg Ciotti of Help Scout.

Great customer support should always be available, even when you are not.

In other words, sometimes the best thing you can do for your customers is to simply get out of the way.

This is a trend we’ve seen take over in 2013, and I’m confident that next year will see continuing adoption and recognition of the sincere usefulness of self-service.

Why? So many aspects of business and commerce are moving online, and with this 24-hour customer base (that spans the world over), it’s impossible for small companies to have live options for support all the time.

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Stevie 2011 Winner

The American Business Awards are a big deal, so we were excited when we got the news in May 2011 that Webs was a finalist in six award categories: Support Department of the Year, Support Team of the Year, Customer Service Department of the Year, Customer Service Team of the Year, Best Home Page, and Most Innovative Company of the Year.

Being a finalist in so many categories felt like a huge achievement in and of itself. Other nominees included Apple, Groupon, and General Electric!

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