New Role & Report + 3 other new Cayzu Help Desk Features

The Cayzu Help Desk team is excited to announce the release of our latest features – Role & Reports plus more!

  • New Role – Ability to Hide Recent Activity
  • Automatic Encryption for all End-User Portal Sub-Domains of Cayzu
  • New First Time Run Wizard
  • Expanded the Ticket Report
  • New Report – Recent Activity
  • Misc. Optimisations & Bug Fixes

 

New Role – Ability to Hide Recent Activity

Administrators can now define the ability to hide the “Recent Activity” feed for any agent using custom roles on their dashboards.

Automatic Encryption for all End-User Portal Sub-Domains of Cayzu

Help Desk administrators can now quickly enable an encrypted end-user portal using SSL with a click of a button.   This update applies to any organization that is using the .cayzu sub domain for their end-user knowledge base portal.  And remember, if you use your own vanity domain, we do also offer 1 free SSL cert with all subscriptions, simply shoot us an email to get set up.

New First Time Run Wizard

It’s now even easier to get set up with Cayzu Help Desk with an automated onboarding wizard built right into the product! Coupled with our in-line guide, the new wizard will take you step by step to get started the right way.

 

Expanded the Ticket Report

On top of the previous 6 filters included in the Tickets report, we’ve added two more (Group & Agent) to make it easier to get the data you need.

New Report – Recent Activity

The new Recent Activity report will allow you to pull up pertinent information about what’s going on in your help desk over any time span of time.

Get started today!

Cayzu HelpDesk is easy to get started with. Just sign up for our no obligation, no credit card trial at: www.cayzu.com/sign-up .

Need more information? Not a problem. Join an upcoming webinar or schedule a live or taped demo today!

We look forward to your feedback as you use Cayzu HelpDesk!

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Weighing the Benefits and Concerns of Cloud Technology

As technology continues to change, some businesses are falling behind. Sometimes the lack of technology updates within small businesses is due to concerns over security, outages, and expenses. What exactly are the pros and cons of integrating a cloud helpdesk technology into your small business? Here we take a look at reasons small businesses are avoiding cloud and whether those reasons are warranted.

Advantages of Cloud Technology

Despite the skeptics, cloud technology is transforming the way a lot of people conduct business. Whether it’s for storage or customer service, businesses are reaping the benefits of cloud technology. Here are some capabilities that businesses can reap from embracing the cloud:

  • Collaboration: Teams and departments can work together on the same documents regardless of physical location.
  • Mobility: Team members can access cloud software wherever there is an Internet connection. Updating records, delivering services, and drafting
  • documents can be accomplished remotely.
  • Scalable: If your business has a fluid team structure, you can benefit from the fact cloud software is usually priced per user.
  • Affordable: Instead of paying for expensive onsite business software, you can get high-performance cloud software for much cheaper.

 

Adopting cloud technology can help businesses become more convenient, efficient, and competitive.

 

Areas of Concern

There are plenty of reasons that businesses shy away from cloud-migration. Here are some common concerns:

  • Outages: Relying on Internet connection to serve customers and accomplish tasks worries some business owners. Even the briefest of outages can result in lost sales. Fortunately, Cayzu offers online capabilities including automatic fail-over in case of emergency
  • Security breaches: Many businesses are cautious of potential data loss and privacy issues when it comes to hosting their workplace documents in the cloud. While some cloud vendors might not provide robust security, a reputable software provider such as Cayzu will have security measures such as redundant networking and 256-bit + encryption.
  • Long-term costs: Some business owners are reluctant to adopt cloud systems because they doubt the return-on-investment would balance out the cost of ownership. This concern is offset by the fact that many cloud systems come with guaranteed automatic updates.

 

Cloud-Based Customer Service

One particular aspect of business that is affected by cloud technology is customer service. Many don’t see a problem with traditional customer service routes, but certain innovations like the cloud help desk are bucking that tradition with several ways to conveniently support your customers. Here are some ways that you can integrate the cloud into your customer service platform:

  • Team collaboration: You can assist customers anywhere and work with other members of your team to resolve problems seamlessly.
  • Efficient workflow: Managing workflows using customer support systems are quick and fast when using cloud-based systems.
  • Real-time reports: Access insights and reports directly from the cloud wherever you are.
  • Always available: Access your help desk or knowledge base solution anywhere, any place using any device! No extra set up required.

 

Cloud-based customer service can help you increase productivity and efficiently manage inquiries.

 

Take the Leap

If you have certain concerns about the cloud, you’re not alone. Those fears are put to rest by reputable vendors that provide customers with affordable, secure, and convenient ways to do business. Learn how you can freely collaborate, support your core processes, and accomplish tasks on the go with cloud technology from Cayzu Help Desk!.

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Low-Cost Marketing Strategies Have High-Value Results

Marketing has the potential to be the biggest expense on your monthly or annual operational budget but there is no denying that this is also one of the most valuable expenditures. Because marketing is so essential, many business leaders believe that it will naturally cost a lot of money to conduct. However, there are some important strategies that can be used to further your marketing reach and maximize its value to your business without costing a lot; in fact, some of these strategies cost little or nothing. Getting the most from value-rich marketing strategies requires the participation of many members of your team – from helpdesk employees and troubleshooters to managers and salespeople. Communicate your plans clearly and encourage everyone to maximize the return on these low-cost marketing options.

Market Research Costs You Nothing

Companies with enormous marketing budgets may have the means to fund highly focused research into target demographics, but do not imagine that this leaves you without similar information. There are many publications addressing emerging markets, evolving demographics, and maturing economies. Get familiar with information sources such as:

• Google News
• Industry publications
• Newsletters from professional societies
• Newly published research
• Universities and trade school news

Many valuable sources of marketing research cost nothing. Set up alerts in services like Google News and sign up for electronic newsletters from relevant societies and trade groups; these are just a couple ways to access cutting-edge information that is highly relevant to the markets your company is part of.

Related: Why Customer Service Should Replace Your Marketing

Improve Email Outreach for a Few Dollars a Month

An email newsletter can quickly become a company’s most effective form of marketing outreach. Composed correctly, email can encourage customer engagement, deliver information relevant to new clients, and remind existing clients of scheduled services.

Email lets you leverage your knowledge of messaging relevant to the market groups you have already researched; this is a good way to discover just how effective a great marketing message can really be. You can also include links to your website, catalog images, and lots of other information precisely tailored for increased traffic and other identified goals.

Thousands of contacts can be reached for $20 – $50. Email marketing platforms provide you all the tools to instantly enhance e-newsletters.

Related: Small Businesses Can Combat the Amazons of the World

Get Big Returns on Helpdesk Personnel Training Investments

The people providing direct customer service can have a significant indirect marketing influence – for good or ill. Improving these operations might involve investing in cloud help desk solutions; you are sure to see significant returns for your effort. Service operations are streamlined and departmental organization is improved with the tools available from Cayzu.

Great service can prevent customers from losing loyalty to your brand. These positive interactions and resolved concerns will secure relationships with individual customers and make it much more likely that they will recommend your company to others. In this way, the initial investment in software and system support continues to pay off in the short- and long-term.

Marketing does not have to cost hundreds of thousands of dollars. With a little hard work and strategizing, your company can leverage low-cost solutions into high-value results.

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Keeping Up With Customers’ Changing Needs – Are You Ready?

The many dimensions of company growth can be driven by a range of factors, including new and evolving customer needs. Often, a company discovers that helpdesk infrastructure is inadequate to meet customer needs only after multiple failures have occurred. These failures are not necessarily due to improper dispersal of resolution solutions and problem management; in many cases, failures occur because the existing system of customer service cannot accommodate the volume or scope of concerns. This can happen after a company has expanded into a new market, for instance, or rolled out a new product line. In other words, one form of success might lead to other forms of failure. Having scalable customer service solutions is a good way to accommodate the changing patterns of demands without dropping the ball.

What Exactly Needs Scaled?

The effective delivery of customer services depends on many factors, including the number of personnel dedicated to these essential operations. Scaling your service operations does not simply mean adding more people to the team, although this may be one part of your overall solution. The training given to customer service representatives is also likely to play a role in scaling. The process of providing service has to be carefully evaluated; these are just a few of the factors that may need to be taken into consideration:

• Existing helpdesk protocols
• Case tracking and management software
• Hardware required to run modern software solutions effectively
• Hours of customer service department operation
• Venues for service requests and delivery

The software used to input customer service cases and track their management can be one of the most valuable of all scalable solutions. Cloud help desk solutions in particular operate on multiple scalable principles. Not only can they accommodate a growing number of users and increasingly complex management operations, they can be built on network architecture that delivers increased support as user demand rises and diverts resources as demand falls.

Developing Nuanced Solutions

Job delegation and organizational skills are two important solutions that dovetail nicely with improved network support. Highly effective customer service departments make use of hierarchies to delegate common and uncommon jobs to agents that are most equipped to manage them. The majority of agents will be trained to address common, frequent concerns; a smaller number of highly experienced agents can be given service requests that are less frequently seen and that may require a greater degree of attention.

Delegation works very effectively when the progress made on a case can be tracked with in-house software. Each step of concern management can be logged along with the names of each person assisting; some concerns require the input of several service personnel or even personnel from other departments. Tracking helps ensure accountability and that service failures do not occur.

Sophisticated cloud help desk systems like those from Cayzu can be used to generate the analytics that will help pinpoint steps in need of improvement as your customer service operations scale to meet increased demand. This precise form of problem solving gives you the information required to develop the strategies that will be most meaningful to your organization.

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Top 4 SEO Strategies for Small Businesses

Being a small brand doesn’t negate you from the benefits of SEO. In fact, you can even begin to compete with bigger brands when you optimize your website. Big brands might spend thousands of dollars on marketing, but small businesses can get a lot of search engine traffic when they spend their money wisely on SEO and helpdesk services.

1. Consider Your Existing SEO Advantages

Some small businesses are poised to perform outstandingly without even knowing it. If your business has an old domain name that is at least a decade old, your website will be favored by search engine results. Search engines see businesses with old domains as reliable and stable. Utilizing your existing SEO assets allows you to compete without breaking the bank.

2. Start Revamping Your Website

Before you go all out on optimizing your website, do some research into your analytics. Which pages are driving the most organic traffic? What product pages or blog posts are getting the most views? Consider the most valuable pages that already exist on your website and use them as your starting point.

You don’t have to spend a penny on SEO services to get your website in better shape. Start by creating keyword-based title tags, including useful and authoritative content, and composing articulate Meta descriptions.

Related: 7 Tips to Get the Most Out of Your Online Marketing

 

3. Develop Strong Keywords

Your first instinct might be to use high-volume keywords to compete with bigger brands in your industry. This often fails due to the large volume of searches and how established brands are already using keywords. Instead, consider focusing your energy on longer keywords that competing brands might not be using as much. Using unique and longer phrases can result in better conversion rates.

4. Create High Quality Content

Content marketing has become a key aspect of SEO strategies in recent years. While it is crucial to have high quality content on your website, search engines favor brands that place this content offsite. Big brands are almost solely focused on their own websites. When they do create offsite content, it is usually not written by the actual business owners and therefore less compelling. Carefully crafting an offsite content marketing strategy will set you apart and give you an authoritative voice in your industry.

5. Use SEO to Improve Customer Service

Integrating marketing and customer support is a smart strategy if you’re looking to compete with big brands. Utilize customer data to find out what your knowledge base site is lacking and how you can optimize it. Ask yourself these questions:

• What questions are customers asking?
• What are customers looking for?
• Is there sufficient information on my site?
• If not, how can I add it?

Customer data provides a direct insight into what your customers want. You can create keywords and entire web pages based around this information. Integrating your SEO strategy with customer service support via a cloud based help desk solution that offers a knowledge base will increase customer engagement and returns.

Don’t believe the lie that you can’t compete with bigger brands. When you use good SEO and customer service practices, you will see conversions and sales increase. Your website is just waiting for you to tap into its potential.

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Cayzu is recognized as a FrontRunner for Help Desk on Gartner’s 2017 Software Advice Quadrant

We are proud and excited to announce that Cayzu Help Desk was recognized as a FrontRunner for Help Desk software on Software Advice, powered by Gartner Methodology.

With a Capability User Rating of 4.87 out of 5 and a Value User Rating of 4.93, Cayzu has been awarded a space in the Pacesetters square of the quadrant.

 

Gartner’s quadrant FrontRunners for Help Desks

The FrontRunners quadrant, powered by Gartner Methodology, provides a data-driven assessment of products in a particular software category to determine which ones offer the best capability and value for businesses. It helps business leaders to make the right decision when choosing which software to buy.

On 2016 September, Gartner launched a new type of quadrant called FrontRunners. It is released for four software markets, which are (1) CRM software, (2) Project Management software, (3) Help Desk Software and (4) Applicant Tracking software.

All products that qualify as FrontRunners are top performing products in their market. They have been evaluated and given score for Capability and Value. Capability (x-axis) starts at 3.60 and ends at 4.60, while Value (y-axis) starts at 3.60 and ends at 4.70. FrontRunners evaluate the top 20-30 products in a quadrant format and it is completely data-driven with no analyst interpretation, also, it is heavily influenced by user reviews.

During the first half of 2017, Gartner is planning to launch FrontRunners quadrants for 24 software markets.

FrontRunners Badge Gartner 2017 Software Advice

 

The content for the FrontRunners quadrant is derived from actual end-user reviews and ratings as well as vendor-supplied and publicly available product and company information that gets applied against a documented methodology. The results neither represent the views of, nor constitute an endorsement by, Gartner or any of its affiliates.

Quadrant Methodology

As it was mentioned above, the FrontRunners methodology assesses and calculates a score for products on two primary dimensions: Capability and Value. Here’s how they both are calculated.
The Capability score is an overall weighted average of scores including:

The Capability score is an overall weighted average of scores including:

  1. End-user ratings of 1 to 5 stars on the product’s functionality.
  2. End-user ratings of 1 to 5 stars ratings on the product’s ease of use.
  3. End-user ratings of 1 to 5 stars on the product’s customer support.
  4. A score, relative to other products in the market, for the product’s inclusion of key functionality for the software category.
  5. A score, relative to other products in the market, representing the number of other products that integrate with it.

 

The Value score is an overall weighted average of scores including:

  1. End-user ratings of 1 to 5 stars on overall satisfaction with the product.
  2. End-user ratings of 1 to 5 stars on how valuable users consider the product to be relative to its price.
  3. End-user ratings of 1 to 5 stars on how likely they are to recommend the product to others.
  4. A score, relative to other products in the market, for the size of the product’s customer base.
  5. A score, relative to other products in the market, for the number of professionals in the market who have experience with the product (e.g., users, developers, administrators).
  6. A score, relative to other products in the market, representing the total number of user reviews across the three Gartner web properties.
  7. A score, relative to other products in the market, representing the average number of times per month internet users search for the product on Google.

 

For a full report and methodology on Gartner’s FrontRunners quadrant, check out the information on Software Advice.

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5 Effective Ways to Surpass Your Competition by Improving Your Customer Service

There are several things you can do improve your overall business in order to compete with your competition, but few of those methods are as powerful as improving your customer service. In addition to offering exemplary customer service software, Cayzu also specializes in offering exemplary professional advice on how you can leapfrog past your competition by pinpointing your customer service strategy.

Make Your Site Easy to Use

Every now and then it’s a good idea to put yourself in a customer’s position to see how well your site works. How well does your online helpdesk work? Does your site load quickly and is it easy to navigate? If you have a brick-and-mortar store as well as an online store, make sure you offer customers a self-service option. Doing so is a great way to ensure all of your customers get what they’re shopping for when they’re shopping for it no matter what time it is or the time zone they’re in.

Answers Should Be Quick and Easy to Come By

The answers to basic and common questions should be readily available on your site. Few things can upset your customers faster or easier than them not being able to easily find information that should be included in the FAQ section of your site. And speaking of FAQ sections, we recommend updating yours every year or so to keep up with changing inquiries.

Related: The Keys to Effective Customer Self-Service 

Be Considerate

Just as you have a business to operate, your customers have lives to tend to. Stick to whatever promises and delivery times you give. If there are ever any delays or reasons you’re unable to keep your promises or meet your obligations, make sure you have a good reason and that you’re completely honest with your customers. They’re often more forgiving if you take quick action, communicate with them and make up for any mistakes you make.

Prepare for the Absolute Worst

You and your customer service department are sure to have more than your fair share of bad and downright terrible days, so you might as well go ahead and prepare for them before they happen. Find out what some of the most common customer service complications are and find out how leading companies handle those specific situations. Be sure you include your customer service department to help with this step. They’re going to be the implementing your strategy, so they might as well help develop it.

Related: The Trickle-Down Effect of Customer Service 

Keep Every Impression in Mind

Don’t wait for your customer to come to you before you set the tone for your relationship, and this applies to your physical customer service department as well as your cloud help desk. You also want to be mindful of the message you’re sending to customers as they look over your physical store or website. Finally, you also want to end business transactions on a positive note rather than be quick to rush off to the next customer. Let your customers know you’re there for them if they ever need assistance in the future.

Rather than focus specifically on beating out your competition, focus instead on improving your business. No matter how crowded the marketplace becomes, it’s always best to focus inward rather than outward.

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Imbuing “Experience” Within the Customer Service Experience

We live in a world that’s more automated and electronic than ever, and that’s especially true when it comes to advanced customer service software. Cayzu is here to remind you that even though many of your business’s tasks can be done electronically, you should still make sure you devote some of your financial resources to improving the customer’s experience with your company. Your customers are sure to thank you, and you’re sure to notice a positive change in your overall business structure.

The Findings

In a study conducted earlier this year, market research company J.D. Power found that personal service is essential in the hospitality industry. The research showed that customers had a more positive experience when they were able to interact with several members of the staff, and those findings were especially true when they interacted with staff members from different departments. While your helpdesk is essential to making sure your customers get the assistance and service they need, make sure you don’t forget that some customers may want to speak with other departments in order to be fully satisfied.

Related: The Pizza Analogy. Customer Experience: More Than Just Customer Service  

Expedite the Process

Take a lesson from Jiffy Lube. If your business requires an abundance of paperwork, or if customers have to fill in the same information each time they order something from you, store their information in a database so that you have quick access to it and make it so that the information is already filled in when customers start a new order. Make sure your customers know you’ll be storing their information, especially if it’s sensitive financial or personal information, and give them the choice of opting out if they’d rather not have their information stored. With all of the hacks that have been going on, some customers may not like having the possibility of their credit card information being compromised.

Streamline Transactional Processes and Items

Depending on your market, your customers may be more accustomed to electronic receipts, product boxes that don’t have instruction manuals and possibly even physical stores that don’t have registers. Find out what your audience expects to see and how they expect to perform a transaction. For instance, paying by phone is rising in popularity, and customers may expect to have the option of paying through an app rather than handing their card over. Don’t hesitate to reach out to your customers as well as your employees to find out how you can best streamline the transaction process and the way in which you package your products.

Related: 5 Obvious Customer Service Lessons That We Sometimes Forget 

Don’t Forget the Emotional Element

Younger customers are more accustomed to interacting with technology every day of their lives, but they can still find value in face-to-face interactions and the emotional element of the shopping experience. If a large part of your customer base is young and technologically savvy, don’t forget to appeal to their emotions. Remember, every investment starts in the heart, not the wallet.

Just as Cayzu wants to improve your cloud help desk, we also want to improve as many other facets of your business as possible. While customer service is a great place to start, take the momentum you gain and spread it across the rest of your business. Take some time to enhance your customers’ experience and you’re sure to enhance your business experience at the same time.

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7 Tips to Get the Most Out of Your Online Marketing

The Internet may still be young, but online marketing is imperative to a highly successful businesses. Especially for small companies, a quality web presence can increase revenue and profit by making your products and services available to your customers twenty four hours a day, seven days a week. Many enterprises aren’t making the most of their various internet platforms and customer service software, but with the right shifts, any company can begin converting web leads into paying customers.

1. Don’t Get Caught in the Family Trap

One of the hallmarks of entrepreneurship is calling in favors from friends and family. Though these types of “associates” usually come without fees, they are rarely experts in advertising or online content. The truth is you probably entrust your web presence to professionals who understand the market.

2. Choose the Right Service and Provider

Some firms are huge and mainly focus on even larger clients. Others will offer unbelievable pricing, but low quality services. When you are setting up your online business components like a cloud help desk, make sure you hire partners like Cayzu who have a track record of excellence.

Related: 7 Tips to Ensure That Your New Small Business is Successful 

3. Hop on the SEO Bandwagon

SEO is an acronym for search engine optimization and it involves the use of keywords to get to the top of search engine results. Most companies base their efforts on the Google algorithms, but if you have an international business, you should cater to other popular search engines as well.

4. Beef Up Your SEM

Search engine marketing or SEM incorporates SEO tactics but it is a much wider discipline. The system might employ pay-per-click advertising as well as SEO to drive your businesses websites to increase search engine visibility. As far as customer acquisition, this s considered on of the most effective tactics currently in use. With over 3.5 billion daily Google searches, it’s not hard to imagine why.

Related: How to Keep Your Customers Right Where They Are 

5. Put the Work in for a Perfectly Engineered Site

Modern consumers are impatient and 40 percent of Internet users will leave a website if it doesn’t load in three seconds. Plus, 50 percent of web searches happen on mobile phones and apps. For these reasons, you website needs to adjust for mobile devices, be devoid of glitches and instantly engage leads with its design.

6. Sincerely Engage Social Media

When social media sites first popped up, they were seen as a way for young people to connect with each other, but they were not considered fit for professionals. Now, even the white house has an active Twitter presence. Social media sites reach millions of people and can be responsible for effective advertising.

Related: 3 Effective Ways to Combat the Decline in Social Media Customer Service 

7. Snail Mail Is Dead but Email Isn’t

Email is fast and doesn’t require postage. Regular newsletters, blog content or special offers are a great way to keep customers engaged and they foster consistent communication between the business and client. Like social media, you can track results and statistics, which will help you make smarter company decisions down the line.

No enterprise should view their web presence as unnecessary or unimportant. Something as simple as having an accessible online helpdesk can draw in and retain clients who like the ease and design of the system. Follow these tips to get the most out of your Internet media.

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The Pizza Analogy. Customer Experience: More Than Just Customer Service

Too many organizations only think about the service they are providing rather than what experiences their customers are having. It’s easy to focus on customer service without considering the bigger picture of customer experience. While these two things work together, they are most successful when they are tackled with their own respective business strategies via customer service software. We’re here to help you understand the difference between these two terms so that you can give your customers a rewarding experience.

The Pizza Analogy

Everyone loves pizza, right? Well, maybe not everyone, but work with us! Imagine a plain cheese pizza. It’s pretty good and mostly anyone would eat some if there weren’t any other options available. Now imagine a pizza with your favorite toppings–pepperoni, sausage, or even pineapple. This pizza was handmade with all organic ingredients and cooked to perfection in a brick oven. The second pizza is more desirable, right?

The plain cheese pizza is customer service by itself. It is good on its own, but it is lacking something. Customer experience gives you all the extra toppings and backstory that make you actually excited to eat the pizza. Delivering comprehensive customer service is like delivering a good pizza. It matters how it’s made, how it’s delivered, the quality of the packaging, and how quickly it was delivered. The plain underlying cheese pizza plays a big role in how it’s perceived, but it becomes truly satisfying when everything comes together.

Related: How to Keep Your Customers Right Where They Are 

Let’s Get Technical

Now that you have entertained our love of pizza, let’s dig deeper into what this looks like operationally. Providing a successful customer experience means proactively predicting what your customers want. Customer service by itself is reactionary. Resolving issues such as process failures or user errors is customer service. Customer experience is about creating an attractive perception of your brand.

When you reach out to your customers in a proactive manner, they will feel good when they interact with your brand. Customer experience is making your customers feel comfortable about accessing your organization, while customer service is used to resolve issues and satisfy needs. When these are both applied strategically, you will keep your customers coming back.

Interact Before There Is An Issue

The best thing you can do to attract customers to your organization is providing interactive opportunities that get them excited to purchase your products or services. There are many valuable facets of customer experience, but social media is an emergent and ever-changing landscape that plays a big role. Rather than providing customer service separately across social media channels and via email, what if you could integrate it all into one?

We have HelpDesk customer service software that provides seamless integration of your websites, email accounts, and social media profiles. This gives you the tools you need to expand your presence and interact with customers more efficiently and proactively.

Related: 3 Effective Ways to Combat the Decline in Social Media Customer Service 

Give Your Customers An Experience

When you develop a strategy to execute positive interactions with the help of Cloud Help Desk software, you will create a favorable perception of your business. Learn how our multichannel social software can help.

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