There is no denying that social media and customer service go hand in hand. Could there really be a better way to get help than to ask publicly where it’s almost impossible for the recipient to not answer?
Yes, finally the big brands can stop being the bullies and start taking the punches! No more sobbing about a purchase that went wrong, because you can now get them back… publicly.
But is 140 characters really enough to get your point across and come to a resolution that you’d be happy with? Consider this, the title of this blog (The Conundrum that is social media and customer service) alone is 83 characters and it ONLY contains nine words!
When you really think about it, is it effective to use abbreviations, hash tags and short links to get a solution to your problem? How can you get your point across in that little amount of words? If your complaint has 200 characters, would you need to send two separate tweets about it?
The Burning Question
So is the marriage of social media and customer service really a good one? Does it hold merit or should they get divorced, maybe even publicly like Tiger Woods and Elin Nordegren?
I guess the answer is: “it doesn’t really matter”, because it’s not going away any time soon. People love airing their dirty laundry publicly for the sheer reason that it makes them feel better. What better way to get back at Snike for a defective pair of shoes that they won’t return, than to scream at them publicly in front of an audience of millions, all from the protection and comfort of your own living room.
I’m a Brand on Social Media. What Should I do?
Monitor and embrace the negativity on your social media properties. NEVER delete complaints; you will be called out on it. All customer feedback is an opportunity to enhance the relationship with your customers and show them that you care. Only worry when your customers stop complaining, because that’s when they’ve moved on. And remember, sticks and stones may break your bones, but words will never hurt you.
Cayzu Helpdesk – Automatically monitors your Facebook and Twitter accounts so you don’t have to.
Yesterday, Zendesk, a fellow help desk software vendor, had a successful opening day on the New York Stock Exchange raising $100 million dollars in their initial public offering.
The Zendesk IPO is important to the entire tech industry as it really gauges the health of the stock market for tech companies. It also proves that there still is an appetite for investments into cloud based companies.
From Cayzu’s perspective, this IPO raises awareness about the importance of why all businesses should use a cloud based helpdesk solution to improve their overall customer service strategy. This is especially true for small and medium sized businesses, who can use their size as an advantage to combat the heavy hitters in their industry by providing a personalized and awesome support experience.
How does a Helpdesk Solution help your business?:
1. Gives your customers 24/7 answers with a branded self-service knowledge base
2. All support requests come into an easy to manage cloud based portal
3. No more having to deal with support requests in a disorganized email inbox
5. Integrates into your CRM so support and sales are in sync (No sales person likes pie in their face)
6. Best of all there’s no cost to you. Cayzu helpdesk is FREE for up to 3 agents
It’s National Small Business week 2014 and small businesses everywhere are feeling the pressure from large internet retailers. E-tailers can offer customers a greater selection of goods and services at prices that small businesses can’t meet. However, small businesses can distinguish themselves from the big name e-tailers and other industry heavy-hitters with a secret weapon! . The secret weapon i’m referring to is called “exceptional customer service”.
The Personal Touch Really Matters
Though customers now perceive online shopping as an equitable alternative to shopping at a brick and mortar store, they are sometimes hesitant to make certain purchasing choices online. Customers value the “look and feel” approach to shopping and still like physically browsing in stores.
This is where a personalized customer service experience can really make the difference for your customers, where you can dominate over your online competitors. Online stores don’t have real physical people in front of a customer, real people that can welcome customers with a smile and a good old fashioned, “How are you doing today?” .
And guess what? Real people can provide a more approachable attitude to customer inquiries and can often solve problems with greater agility and speed than a support rep on a web site can. Problem solving and support are two areas in which your business can come out on top.
Focus on Expertise and Informed Service
Another major advantage that small businesses can leverage against larger competitors is expertise. Small business owners are passionate people and the employees that work for them tend to be as well. That passion results in a natural expertise in particular subject matter. For instance, while an online bookstore may retail a bestselling book at the lowest price, a bookseller working in a brick and mortar store can direct readers to titles with similar themes and characters. Staying abreast of the latest developments in your industry, testing products, offering reviews, and otherwise developing your expertise is a great way to provide customers with in-depth information that they cannot get from an online retailer.
Other Personalized Strategies
In addition to personalized customer support and a high degree of expertise, small businesses can adopt a number of other personalized strategies to attract and retain customers:
• Refine your help desk strategies: Provide a level of personal support that other businesses cannot. Integrate online custom support software and help desk software into your operations.
• Provide informational resources: Product demos, reviews, and other customer-oriented informational resources will further cement your expertise.
• Strong branding and company identity: Developing your own product line and pursuing other branding options will help create an identity that customers will associate with your business. Even if other businesses offer similar products or services, those products will not have the same brand value.
A Bonus to Your Small Business
Because Cayzu was designed for small businesses, we’d like to give your small business 3 months of Cayzu Helpdesk FREE of charge. Simply sign up any time before May 19, 2014 and mention this blog in an email to email@example.com. Thanks again small businesses for powering our economies!
Is it true? Can a selfie really help you with your customer service strategy? The answer is “yes”. I will explain my reasoning but first let’s lay out the definition of what a “selfie” is:
a photograph that one takes of oneself with a digital camera or a front-facing smartphone, tablet, or webcam, especially for posting on a social-networking or photo-sharing websites.
Humans like interacting with each other or there wouldn’t be restaurants, bars and other similar establishments. Unfortunately, face to face and voice communication is getting to be rarer by the day, especially in customer service.
If there is one thing that i’m going to teach my kids, it will be how to communicate face to face and on the phone. Society today tends to avoid all traditional communication and instead prefers to text or instant message each other.
Don’t get me wrong, there is a time and a place for email, instant message and other forms of electronic communication in customer service, but when someone is truly upset, I mean ready to blow steam out of their ears, hearing an actual human’s voice can’t be beat. A sweet and helpful voice will usually calm the customer down and defuse the situation (I know from personal experience).
And when you’re talking to someone, isn’t it always better to know the other person’s name and even better yet, see their face in a picture or on a live video? That way you know who you’re actually dealing with?
This is my point about selfies, or a more professional derivative of one, helping you with your customer service strategy. Today’s society rewards a business that is open and honest, so why not expose your support agents faces to your customers?
This little personal touch will go a long way to give your customers that feel good sensation knowing that they are actually talking to a human being instead of a robot.
Now i’m not saying to get your support agents to take selfies and post them as their helpdesk software display pictures. What I am saying is a professional picture will help your customers get more of an emotional connection with your company, ultimately benefiting all parties.
So go selfie crazy. Update your helpdesk solution’s profile pictures, email signatures and anything else that is customer facing because nothing will make someone’s day like a beautiful smile.
Looking for a “selfie” enabled Helpdesk Solution? Try Cayzu Helpdesk – FREE forever for up to 3 agents.
As you are most likely aware, a major vulnerability code named Heartbleed was recently discovered for OpenSSL. OpenSSL is a popular encryption software that is used by 2/3 of the Internet. Since Cayzu only utilized OpenSSL for our marketing portals, none of your information was ever at risk.
We take the security of our customer data very seriously and at this time have no evidence of any compromise, but like many web companies, our security team took immediate action to proactively address the issue.
Even though there is no evidence of a breach, we suggest that you change your Cayzu password, especially if any of your other cloud based vendors have been impacted by Heartbleed and you use the same password for both their service and Cayzu’s.
As a best practice, your password for Cayzu should be unique and contain at least 8 characters, with capital letters, numbers and symbols.
For more information on changing your password, see this FAQ .
If you have any other questions, please email us at firstname.lastname@example.org.
Thanks again for using Cayzu Helpdesk
With e-commerce sales set to top 1.4 trillion by 2015, online retail is a market that can’t be ignored. And as online retail – or e-tail – becomes a normal part of customers’ purchasing habits, e-tailers have to offer their customers more than the novelty and convenience of shopping online. One of the biggest complaints of customers doing business online is that e-tailers lack the personal touch that brick and mortar stores are able to provide. Additionally, customers can be hesitant about making serious purchases online for fear of not having any help and support services available to them should a problem arise. This leaves a BIG opportunity for online retailers that want to step up their customer service game.
The Role of Service in Business
To one degree or another, every business already has customer service structures. Many business owners and managers feel that they are already providing strong service just because no complaints have been voiced. Though a lack of complaints is certainly a positive indicator, this does not mean that there is not some room for improvement.
It is important to understand that when it comes to personal service, online businesses are often at a disadvantage. Without the routine customer interactions that distinguish sales in brick and mortar outlets, web-based business owners have to create a memorable customer experience in other ways.
11 Ways to Provide a Memorable and Positive Customer Experience:
1. Make sure your site is optimized for all screens! Nothing is worse than finding a site that is not optimized for mobile and tablet devices.
2. Become a product expert. Be the company that crowds flock to for specific advice on a particular product or service.
3. Know your perfect customer. Identify what excites and interests them and what motivates them to purchase so that you can tailor your store front to address those needs.
4. Educate your support staff to sell. Customers calling in for support are prime candidates to hear about upgrades and special offers. Of course, keeping support inquires organized with a Help Desk system like Cayzu will help.
5. Sell your vision and be open. Explain your vision and processes with your customers. People like hearing stories and being part of something. This will create a fan base with a stronger connection.
6. Be honest. If you screwed up, you screwed up. It happens. Don’t make excuses as your customers will see right through them.
7. Keep your customers engaged. Promote your social properties on all emails, marketing material and even invoices. Keep point #5, above, in mind.
8. Don’t hide from negative feedback (especially on social media). The worst thing you can do is either hide or delete negative comments. Instead embrace them and face them head on because these are your opportunities to turn that frown upside down.
9. Hire nice people. People in customer service positions should be open, friendly and have patience. Don’t keep the wrong people on the bus as they are a reflection of you. No exceptions.
10. Offer a personal touch! This can be done by reaching out to customers via phone or email and making your contact information clearly visible on your web site.
11. Most importantly, love what you do. If you don’t, customers and employees will see right through you.
Why we built Cayzu – the Simple, Affordable, Help Desk Solution for Small Businesses.
It all began a couple years ago when we started talking about a better help desk solution. All of us had been involved with companies reliant on Help Desk software, but none of them ever provided a complete package. We knew there had to be a solution that offered what we all wanted and most importantly needed.
After an initial search we found hundreds of would be competitors. Most people at this point would have moved on, but we still saw an opportunity because everything we looked at was either dated, expensive or hard to use.
We all agreed that small businesses needed a better way to manage customer service and since we had built and used our own help desk solution for the past 10 years, we felt that we had the knowledge, passion and experience to create a superior user experience.
So we thought BIG! Our goal was to make it easy for anyone around the world to provide and get instant support with as little effort as possible. As a result, Cayzu was born.
At the core of Cayzu is a simple, intuitive, and beautiful interface. Our philosophy is “No manual required! We believe anyone should be able to jump right into Cayzu and start using it with minimal effort.
But Cayzu is different!. We focused on building a solution that empowers small businesses to provide superior customer service and consumers to get help when they need it, anywhere, anytime.
Cayzu is all about eliminating inferior customer service, by making it easier for the consumers to get help on any device, anywhere, any time.. This ultimately reduces the amount of time businesses spend on support inquiry and more time growing their business..
Want to learn more about Cayzu? Watch our Youtube video or take us for a spin with a no obligation trial . And remember, Cayzu is absolutely FREE forever for up to 3 agents on our SOLO plan so what are you waiting for?