Integration into Slack & More – Cayzu Help Desk

The Cayzu Help Desk team is excited to announce our latest software update!

The update includes:

  • Integration into Slack
  • Multiple optimizations for Internet Explorer 11
  • Multiple optimizations for exporting ticket reports
  • Ability to CC agents on tickets
  • Ability to stay logged in to Harvest Billing
  • Enhanced group permissions
  • End-user portal now re-directs agents to the admin portal to login
  • Enhanced reports to reflect time zones
  • Fixed a sorting issue with groups
  • Fixed a user activation issue
  • Fixed an issue with not being able to download attachments

 

Integration into Slack: You can now keep your entire organization in the know by sending help ticket communications from Cayzu directly into one or many of your Slack channels.

slack-cmyk

Multiple optimizations for Internet Explorer 11: Multiple visual enhancements have been released to make Cayzu Help Desk display and work more fluently in Microsoft Internet Explorer 11.

Internet Explorer 11

Multiple optimizations for exporting ticket reports: Much work has been done to enhance the speed and reliability of exporting tickets to excel including the ability to include custom fields in exported reports.

Ability to CC agents on tickets: You can now CC other agent on ticket creation and replies with the ability in an upcoming patch to also CC the agent that is also the assignee of the ticket.

Ability to stay logged in to Harvest Billing: You can now allow Cayzu to keep you logged in to Harvest Billing for seamless synchronisation of your time and billing.

Harvest Billing

Enhanced Group Permissions: Now based on which Group you select, Cayzu will only display the associated agents that belong to that group.

End-user portal now re-directs agents to the admin portal to login:  Agents can now log in from the end-user to the admin portal.

Enhanced reports to reflect time zones:  Reporting now considers time zones when reporting averages and other calculations.

Fixed a sorting issue with groups: Fixed an issue with sorting on the group column on the main ticket grid.

Fixed a user activation issue: Fixed an issue where in certain cases agents and/or customers couldn’t log in to the system.

Fixed an issue with not being able to download ticket attachments: In a rare occurrence of events users were not able to download file attachments from tickets.  This has been resolved.

 

Get started today! Cayzu Help Desk 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 Help Desk!

Cayzu Helpdesk – Make your customers happy!

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5 Obvious Customer Service Lessons That We Sometimes Forget

Effective customer service is integral to any organisation trying to build a positive reputation and gain repeat customers. Some companies have struggled with truly caring for their customers in the digital age. How do you communicate understanding and kindness through customer service software? What are the core tenets of serving your customers better? Here are five lessons from us to you.

1. Customers Before Competition

This might seem like an overly obvious point, but it is something that needs to be engaged and unpacked. It’s not just a phrase that sounds nice. Serving your customers’ needs means being customer-focused instead of competitor-focused.

Too many businesses base their whole operation on competing with others. While healthy competition is good, it shouldn’t be the driving force of your daily operations. Next time you evaluate your services or products, take a second to think about what will satisfy your customers more rather than how you can one-up your competitors.

Related: Why Investing In “Experience” Within the Customer Service Experience is Important 

2. Seek to Understand

A lot of customers feel like they are heard. Fewer customers feel like they are understood. In order to properly identify their needs and develop effective solutions, you need to truly understand your customers. Treat each customer interaction as a lesson and do all you can to make sure you truly understand their needs.

3. Customers Are the Most Important

When you get caught up in the daily operations of business and attend countless meetings, it can be easy to lose sight of your customers. Business meetings tend to focus on financials and internal issues. When you’re at your next meeting, imagine that a customer is sitting in that room with all of you. Make decisions and develop strategies based around your customers. Your business can’t succeed without them.

Related: The Keys to Effective Customer Self-Service 

4. It’s All About Respect

In today’s business world, respect is more important than ever. This might sound like another no-brainer tip, but it truly makes a difference. The perception of your brand can change quickly in the world of the Internet. If you have an unhappy customer they can make you look bad to their hundreds or thousands of followers in an instant. Treating each customer with poise, respect, and graciousness throughout every step of the process is crucial. Even when they voice their complaints to the Internet, have a plan for how to respond kindly no matter how frustrated you get.

5. Don’t Avoid Apologizing

At one point or another an organization is going to face scrutiny. You will make mistakes and upset customers. Your response in these situations is important. When you take responsibility for mistakes and provide a heartfelt apology when necessary, it will have a positive reception on the public. It might feel embarrassing or frustrating to apologize, but it shows everyone that you care about your customers and strive to do better.

Related: The Trickle-Down Effect of Customer Service 

These tips aren’t supposed to act as the five commandments of customer service. They are intended to help you analyze your customer service and do some introspective thinking. If you want to provide better customer service, you can do so with the help Cayzu’s HelpDesk software. Identifying your customers’ needs and responding to them is easy with a cloud based help desk.

Cayzu Helpdesk – Make your customers happy!

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QuickBooks & Active Directory Integration Now Available – Cayzu Help Desk

The Cayzu Help Desk team is excited to announce our latest feature update!

The release includes:

  • Integration into Active Directory
  • Integration into QuickBooks Online
  • Ability to export custom fields for tickets
  • Performance improvement
  • & Misc bug fixes

 

Integration into Active Directory: Looking to tie your help desk into existing employee user logins?  Well now you can with Cayzu’s Windows Active Directory login integration.  Users will never need to remember two passwords again!  To get set up, see this FAQ.

Integration into QuickBooks Online: Need to automatically sync your billing data from your ticketing software to QuickBooks online? Cayzu now allows you to do so!

QuickBooks -Cayzu Help Desk

 

Ability to export custom fields for tickets:  Cayzu has now released the ability to export custom fields as part of our ticket export.

export custom field

Performance improvements: Through a major hardware upgrade (we added a whole bunch of servers) as well as code updates the entire Cayzu system is now running much quicker and more efficiently!

 

Get started today! Cayzu Help Desk 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 demo today!

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

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How to Keep Your Customers Right Where They Are

Businesses can have the best products or services in their respective industries, but they likely aren’t going to be very successful if they’re unable to prevent customers from falling into the arms of their competition. While Cayzu’s cloud help desk is designed to allow you to take care of and keep your customers, there are several additional things you can do to keep your churn rate down and your customer satisfaction rate high.

Get the Entire Picture

We’re focused on customer service, be we also realise there are several departments that make up your organisation. Keep customers happy by keeping the lines of communication open and clear between your customer service, marketing, engineering, sales and any other departments your business has. Share information across departments to find ways to take the absolute best care of your customers.

Related: The Keys to Effective Customer Self-Service

Find the Root of the Problem

No matter how hard you try, there are simply some customers you aren’t going to be able to satisfy. For those times where you try your best and are still unable to provide customers with what they want, find out where it was that you misstepped. Is there a problem with your wares or services? Is your helpdesk not performing as well as you’d hoped? Did the customer feel neglected? No matter what the issue is, see if there’s a way to rectify it, and ask the customer to give you another chance.

Related: 6 Ways to Boost the Customer Service Capabilities of Your Small to Medium Business 

Make It Personal

Everyone likes it when you treat them as an individual, but it’s especially true when it comes to your customers. Any information you gather about customers should be utilised to make their shopping experience more personal. Rather than send out a blast email regarding an upcoming sale or new product, target customers who have shown an interest in the product or sale and send it specifically to them. After all, you wouldn’t let a customer know you have a new type of coffeemaker if he or she only drinks tea.

With the right information, it’s not as hard as you might think to reduce your overall customer churn and retain happy customers!.

Cayzu Helpdesk – Make your customers happy!

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Agents Can Finally Create Tickets for Themselves + 7 Other Cayzu Help Desk Features

The Cayzu Help Desk team is excited to announce our latest update!

The release includes:

  • Enhanced Ticket History (Audit Log)
  • Ability for Agents to Create Tickets for Themselves
  • Ability to Delete Ticket Replies (Agent Portal)
  • Ability to Delete All Attachments from a Ticket (Agent Portal)
  • New Status Added to Cayzu’s Mobile Apps
  • Ability to Set an Articles (FAQ,Topics, News) Date
  • Ability to Select A Mailbox for Manual Ticket Creation
  • Consolidated Reports
  • & More

 

Enhanced Ticket History (Audit Log): Need more accountability when a ticket is worked on by multiple people over a long period of time?  You can now pull up an entire ticket’s history through an embedded audit log.

Ticket History

 

Ability for Agents to Create Tickets for Themselves: In the past agents couldn’t assign tickets to themselves and had to use a workaround of creating a secondary user.  This limitation has been removed and agents can now create tickets for themselves without a second account.  Want to test it out? Simply email your support address from your own agent email address!

 

Ability to Delete Ticket Replies (Agent Portal): Messed up a comment and want it removed from the ticket thread? Not a problem, you can now delete ticket replies.

 

Ability to Delete All Attachments from a Ticket (Agent Portal): You can now quickly delete one or all attachments from a ticket.

Delete - Cayzu Help desk

 

New Status added to Cayzu’s Mobile Apps: We’ve added the “Resolved” status in the mobile agent apps which allows you to quickly pull up the last 30 days of closed tickets.  On top of this, we’ve also expose the due date and who the requester was for each ticket.  To update, visit your respective app store.

 

mobile tech support

 

Ability to Set an Articles (FAQ,Topics, News) Date:  You now have more granularity when adding FAQS, News and Topics by having the ability to edit their posting date.

Cayzu Help Desk

 

Ability to Select A Mailbox for Manual Ticket Creation: Got a phone call about a billing problem from a customer and want the sales team to handle it? You can now associate tickets that you manually create with a specific mailbox so that the customer gets notified by the proper department & email address.

Mailbox at ticket creation

 

Consolidated Reports: It was time for a bit of a clean up! We’ve consolidated and combined some redundant reports to give you a better experience so make sure to log in and check it out (need it an account, sign up here) !

Get started today! Cayzu Help Desk 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 demo today!

We look forward to your feedback as you use Cayzu Help Desk!

 

Cayzu Helpdesk – Make your customers happy!

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Service Champions! Why You Shouldn’t be Celebrating Customer Service Week, This Week

Are you puzzled yet? Why would Ben Puzzuoli @ Cayzu Help Desk, who is all about customer happiness, be telling me to NOT celebrate customer service week this week? Because you should be celebrating customer service all year round!!!!

We here at Cayzu Help Desk are honoured to be celebrating and participating in Customer Service Week as it’s what our company is built on! Providing exceptional customer service/support is part of our foundation and is at the core of our DNA. So celebrate away everyone!

So, what and how did Customer Service week come about?

Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.

In 1992 the U.S. Congress proclaimed Customer Service Week a nationally recognised event, celebrated annually during the first full week in October (this year it falls on Oct 3rd to the 7th).

Related: Why Customer Service Should Replace Your Marketing  

So, what is the theme of this year’s Customer Service Week?

Well this week’s theme is “Service Champions”. So what defines a Service Champion?:

You will need to:

Lead by example
Achieve success, and
Exceed Expectations

Customer Service Week Logo

Customer Service Week Logo

So, one last question….

If you surveyed your customers, would they consider your customer service team a bunch of Service Champions?  If the answer is no, let Cayzu’s internal service champions help you because remember, Cayzu’s help desk solution is at the core of you providing AMAZING customer service to your customers and employees!

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Acing Idea Execution as a Small Business

Conjuring up ideas that never come to fruition and spinning those ideas into tangible products and services are what separates successful businesses from those that struggle to get off of the ground. Cayzu helps small businesses meet their helpdesk needs, but our cloud-based products aren’t quite as useful if a business has trouble following through on ideas. Learn how to efficiently execute those great ideas you’ve got rolling around in that beautiful mind of yours.

Give Your Employees Free Rein

Rather than boxing your employees into parameters, give them the freedom they need and desire to thrive. While your team is taking care of business, make sure they’re actually performing as a cohesive team, and that they’re rewarded for their successes. This all goes a long way in boosting employee satisfaction and loyalty.

Related: 6 Ways to Boost the Customer Service Capabilities of Your Small to Medium Business 

Lead the Shot

Rather than waiting on problems to arise before you make improvements to your business model, take the proactive approach and make adjustments based on your results. Our cloud help desk is designed to allow you to do just that and much more. Be sure to use metrics and other useful data to find new opportunities for improvement.

Keep Your Eyes on the Prize…and on Everything Else

It’s never been easier to keep track of the business results we touched on in the above tip. After all, you can’t build on results that you don’t fully understand or can’t even see. In addition to focusing on your end goal, focus on the milestones that bring you closer to that goal and any indication that you may want to consider adjusting your end goal.

Related: The Trickle-Down Effect of Customer Service 

Establish a Rapport

Proper and efficient communication is also fundamental to proper idea execution, no matter the size of your business. The key to communication is making sure everyone is on the same page and that everyone, team members and customers alike, knows their voice will be heard.

Even the brightest of idea light bulbs will burn out if not supplied with a constant stream of power. Use these tips to keep the lights on and ideas flowing from conception to execution.

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The Keys to Effective Customer Self-Service

Cayzu is all about helping companies help themselves with a full featured, cloud based helpdesk solution, and you might share this sentiment when it comes to customer self-service. But before you dive headfirst into the self-service sea, there are a few ideas to strap on that are sure to keep you and your business afloat.

Self-Service Is an Extension, Not a Substitute
Your customer self-service model should act as an extra soldier in your business army, not a lone wolf agent. The way your new customer service function works should be in line with your current business philosophy and business goals. Customers should be able to use the function and immediately associate it with your brand.

Make it Simple

What’s the use of having self-service if it feels more like self-torture? Use the feature yourself to see how intuitive and helpful it truly is in order that you know the experience your customers will have.

Related: Enable Customer Self-Service So You Have More Time to Play Pokemon Go

Focus on Overall Security

There’s a chance customers will be entering sensitive personal and financial information while using self-service. Make sure their info is secure and safely stored. (Cayzu has the strongest encryption, check it out! )

Offer Round-the-Clock Self-Service

One of the great things about self-service is that it can be used when one-on-one customer service either isn’t available, or isn’t preferred. This 24/7 access should also include times when your internal systems are down.

Related: The Number One Help Desk Customer Service Improvement

Make it Multi-Channel

To better integrate customer self-service with the rest of your helpdesk capabilities, make sure it links with all of your other methods of customer communication, including email, social media and even fax. This goes a long way in saving time and resources, and it offers a more streamlined experience, which you, your customers and your customer service representatives are sure to enjoy. Should you discover any redundancies in your multi-channel strategy, resolve them as quickly as possible.

Self-service makes for a great addition to your customer service capabilities. Be sure to keep these tips in mind to get the most out of the application.

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Single Sign On (SSO) and 5 Other New Cayzu Help Desk Features

The Cayzu Help Desk team is excited to announce our latest update

The release includes:

  • Quickly attach screenshots/images on ticket replies
  • View/Modify HTML for Email Templates and Email Signatures
  • Simple Single Sign on (SSO)/Remote Authentication
  • Create FAQs/Topics from Tickets
  • Portal speed enhancements
  • New API calls to retrieve items from the knowledge base
  • & More

 

Quickly attach screenshots (and other images) on ticket replies: Now you can quickly attach screenshots or other images to your customer replies from the agent portal.

 

View/Modify HTML for Email Templates and Email Signatures: Get full control of how your customer and agent emails look by building your own beautiful HTML templates.

 

Simple Single Sign on (SSO)/Remote Authentication:  This new integration allows you to tie into your own existing application logins by allowing users to use their same usernames and passwords to log in to your end-user customer portal (see this FAQ).

Create FAQs/Topics from Tickets: Have a common question that keeps coming up? Not a problem, you can now quickly convert a ticket into a FAQ or Topic on the fly with a few easy clicks!

Create FAQs on the fly

Portal Speed Enhancements: General back-end enhancements to speed up the Cayzu Help Desk solution.  Enjoy!

New API calls to retrieve items from the knowledge base: Your programmers can now tie into your own knowledge base to pull out FAQs, Topics & News and display them where you wish.

 

Get started today! Cayzu Help Desk is easy to get started with.  Just sign up for our no obligation, no credit card trial at www.cayzu.com/sign-up .

See the new features live on Youtube! 

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

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

Cayzu wants you to not only have an effective helpdesk to provide your customers with exemplary service, we also want to keep you up-to-date on the latest news in the customer service industry. In recent years, social media-based customer service has quickly increased in popularity, but that trend seems to have changed as more and more customers have started to step away from getting assistance through social media platforms. Learn what you can do to keep your social media customer service game strong and your customers satisfied.

Gather Customer Data

Just as customers hate calling and having to repeat information over and over to several different customer service agents, the same applies to social media customer service. Ease this frustration (and the possibility of losing a customer) by collecting customer data and making sure it follows the individual as he or she speaks with different representatives on the phone, online and any other mediums you use to deliver customer service. Our cloud help desk makes it easy for you to collect and review this information for maximum efficiency and customer satisfaction.

Related: Useful Ways Small Business Owners Can Use Social Media to Create Leads 

Speed Up Results

Bear in mind that this tip doesn’t mean you have to spend as little time as possible with callers and those who reach out to you online. What it does mean is your online helpdesk and phone system should be optimized for rapid transfers and queues in order that you can start helping your customers faster. We also recommend that you adequately staff your customer service department and that you regularly review performance for areas of improvement.

Related: Why Social Customer Service is Crucial for Brand Development 

Representative Education

Your customer service representatives should be fully educated on the products and/or services you offer in order that they know how to best help customers. What’s more is they should also be well-informed of the most effective customer service tactics.  Remember, knowledge is power!

Even if social media customer care is declining, that doesn’t necessarily mean it will affect you. Beat the odds by staying ahead of them and support your customers where they live, not where you want them to live.

Cayzu Helpdesk – Make your customers happy!

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