Top Five Customer Service Metrics

On a scale of 1 to 10, how is your customer service doing? If you can’t confidently answer that, with data to back it up, then you need to take a look at your customer service metrics. Whether you’ve never heard the term before or you haven’t had the time to properly assess your customer service, here are the top five areas you need to understand when it comes to excellent customer service. These metrics are particularly important if you’re using a cloud-based helpdesk, where you may not have any face-to-face contact with your customers.

Quality Time With Customers

Does your company take the time to stop and listen to your customers? Whether chatting on social media or calling on the phone, time with customers is an important feature of any customer service team. Ensure each customer is heard, understood and able to get their questions answered without a follow-up call.

Rapid Response Times

If you study your customer responses carefully, you may discover that response times are typically one of the most vital factors of great customer service. A fast response can communicate that your customer’s message is important. Set goals and work hard to respond to every customer ticket within a certain time frame. If you use a cloud help desk, like Cayzu, you’ll be able to get visibility into how well your customers are getting taken care of. .

Effective Retention

Do you know how many customers use your product or service? By carefully monitoring your customers and their habits, you’ll be able to identify your effectiveness at customer retention. Keeping loyal customers is a key to any business, but especially important for SaaS businesses.

Efficient Service

Another essential customer service metric is the quality of your service. From inventory management companies to helpdesk businesses, you need to set a quality standard for your company and each employee. By understanding what stellar service looks like, you’ll be able to reach for that goal with every customer interaction.

Consider using our helpdesk software to keep you on track. Set goals for your company, reminders for response times and automate your email system in order to save time and improve your efficiency.

Returns and Cancellations

If you sell products, returns can be a huge drain on your company. The additional time and money involved in shipping and handling the same products again can be devastating to a small business. Companies that sell services and subscriptions can similarly struggle with frequent cancellations. Use every opportunity you can to learn why customers are leaving your company. This can obviously help you not only offer them the products and services they need to return, but also encourage other customers to stay loyal to your brand.

Track Your Customer Service Metrics With Cayzu

Now that you have a handle on the five most important customer service metrics, it’s time to start gathering information and addressing problems. In order to effectively gather and analyze this level of information about your company and your customers’ experiences, let us help. Contact us today to benefit from intuitive, cloud-based helpdesk software that can provide you with comprehensive analytics. Our software is a fast and convenient way to maximize your customer service and keep your loyal customers satisfied.

Cayzu Helpdesk – Make your customers happy!

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New Look & Feel with More Visibility – Latest Cayzu Feature Release

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

Here’s what’s included:

  • New look & feel
  • Facilitated navigation with paging
  • Assignment rule used now in ticket’s history
  • Send & update now automatically stops timer
  • Ability to require a ticket’s description
  • Added support for strong passwords
  • Performance updates for main & single ticket screens

New look & feel: Inline with our promise to keep delivering new & exciting updates, we’ve updated our GUI with a new fresh look & feel with more visual changes coming soon!  Want to see it live, login or sign up for a trial.

Facilitated navigation with paging: It’s now easier to navigate through the help desk with page numbers.  This change has added automatic paging to the tickets grid, agents, groups, forms and custom fields screens.

Assignment rule used now in ticket’s history: Trying to figure out why a specific ticket came to your group or why a status was changed? Not a problem, we’ve now added the assignment rule used to each ticket’s history .

Send & update now automatically stops timer: If you are using time & billing it will be now easier to not forget to stop the timer by having the system stop it for you automatically when you click either “Send & update” or “Send & resolve” on the single ticket screen.

Ability to require a ticket’s description: We’ve now made the description required in order to submit a ticket on your end-user portal.  You can also hide and default this field if it’s not required.

Added support for strong passwordsAll passwords must now contain at least 6 characters which must include a combination of a lowercase, uppercase & numeric characters.

Performance updates for main & single ticket screens: Multiple speed optimizations added to the system to increase performance worldwide.

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

Need more information? Not a problem. Schedule a live demo today!

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

Cayzu Helpdesk – Make your customers happy!

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How to Build a Customer-Focused Business

Providing excellent help desk service is vital to ensuring that new customers become repeat customers. It also makes it easier for you to attract new ones when they write a great review or recommend your company in other ways, including word of mouth or social media. Poor service can not only cost you existing customers, but it can also hurt your attempts to attract new ones because unhappy customers have the same power as happy ones to pass along a review. So, how can your company ensure it is providing great help desk/customer service? It starts with your employees.

Employees Come First

Can unhappy workers make your customers happy? Probably not. That’s why it’s essential that your company puts its employees first. Treat them well and give them reasons to stay. Along with offering perks (if possible) and benefits such as health insurance, keeping employees happy means engaging them in their jobs, making them part of the company’s success and supporting their professional growth.

Hire the Right People

Look for those who have the right attitude, not just who will be a good fit or who has the best skills when you’re hiring new workers. Give job candidates real-life examples of consumer issues and assess their answers for how they would treat your customers.

Invest in Training

Along with training on company policies and procedures, have your support representatives use and test your company products. They’ll be able to relate better to customer issues and understand better how to resolve a problem.

Empower your Reps

Give them your guidelines, but let them know they can be bent. Encourage them to be creative in finding solutions in keeping with your goal of making your customers happy. Let them know that it’s okay to say “I don’t know” if they’re not sure about something. They can ask for help or get a supervisor involved if needed, and customers won’t mind at all.

Refer Customers to Another Company

When you put the customer first, that includes sending them to a competitor if you can’t meet their needs. You may lose a sale now, but the customer will understand that you care more about their satisfaction, and they are likely to return to you in the future as someone they can trust.

Make Regular Follow-Ups

Show customers you care by following up after an issue or sale. A phone call or email lets them know you are interested in their satisfaction and value their loyalty. It also helps you gather helpful feedback that can inform your company’s goals and direction.

Customer Service Is Everyone’s Job

Remember that all employees, not just your helpdesk or customer service staff, need to embody the same philosophy of customer satisfaction above all else. Consider training all employees, no matter their rank or department, as a customer support member, so they understand the end goal and how it applies to every position. In the end, customer satisfaction is the job of everyone who works for you.

Creating a customer-focused company can take time. Discover how Cayzu can help you implement customer satisfaction solutions, including cloud helpdesk service, that will ensure your company’s success.

Cayzu Helpdesk – Make your customers happy!

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Ticket Dependencies, Usability & Performance Updates – Latest Cayzu Update Copy

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

Here’s what’s included:

  • Ticket dependencies
  • BCC support added to tickets
  • Expanded CC support
  • New role – Ability to delete a ticket reply
  • Added table support for Articles
  • End-user usability updates
  • New SSO parameters for the agent portal
  • Ability to clone email templates for a brand
  • Enhanced formatting options for agent signatures
  • Performance optimizations
  • API updates
    • API: Ability to add/update CC on a ticket or get list of cc on a ticket
    • API: Returning custom fields for a company
    • API: Ability to return all the groups
    • API – Ability to attach files via API
    • API – Ability to add/update tags, group on a support ticket
    • API – Ability to delete a ticket via the api

 

Ticket dependencies: Ticket dependencies can help you better understand which tickets should be completed before others or if they are related.   Tickets can either “Block” or “Be Blocked” by another ticket.  For more details see this FAQ.

BCC support added to tickets: When creating ticket as an agent it might be necessary to BCC another email address to inform them of the ticket’s creation.  This has now been added to the create ticket page for agents.

Expanded CC support: On both the add ticket page and single ticket page for agents, you can now easily add a CC (or BCC) on the fly without having to first add them as a contact.

 

New role – Ability to delete a ticket reply: We’ve expanded our roles to now allow you to block the ability for agents to delete a ticket reply.

 

Added table support for Articles: We’ve added the ability to create and manage tables within your articles (FAQs)

 

End-user usability updates: The search function on your end-user portal has now been expanded to be included on all pages of your end-user portal.  We’ve also cleaned up the end-user’s menu after logging in.

New SSO parameters for the agent portal: We’ve added new parameters to make it easier for agent’s to log in using SSO by not requiring the agent to have to input the SSO type and/or the domain name.  For more information, see this FAQ.

Ability to clone email templates for a brand: Managing multiple brands is now easier with the ability to copy email templates from other brands upon creation or editing of brands.

 

Enhanced formatting options for agent signatures: We’ve expanded the customization of an agent’s signature to now include the ability to change font’s and colors.

Performance optimizations: Multiple speed optimizations done to the system to increase performance worldwide.

API updates: We’ve expanded the API to now include the following new calls:

  • API: Ability to add/update CC on a ticket or get list of cc on a ticket
  • API: Returning custom fields for a company
  • API: Ability to return all the groups
  • API – Ability to attach files via API
  • API – Ability to add/update tags, group on a support ticket
  • API – Ability to delete a ticket via the api

 

For more details, visit our API page.

 

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

Need more information? Not a problem. Schedule a live demo today!

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

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Salesforce help desk “desk.com” is retiring – checkout our alternative!

There’s few online services that can help you manage customer interactions like a helpdesk service. Thousands of businesses have used Desk.com for their services, until a recent announcement. With Desk.com no longer taking customers, you need a new customer service tool. That’s where Cayzu can help.

Desk.com Discontinued

Salesforce has decided to end their cloud help desk service in place of a more streamlined, simple solution. However, it can be expensive and risky to jump onboard a new help desk. Since your company is already looking to learn a new system, it’s a great time to check out some other, popular alternatives. You’ll even find some innovative features that weren’t supported by Desk.com.

Alternative Help Desk Platform

At Cayzu, we have one of the easiest systems to learn. With plenty of built-in features, it’s simple to learn and easy to maximize your time. Here are just a few of the popular features we think you’ll love:

  • Multiple channel support: You could spend all day checking your email, website, socials, etc. Supporting multiple channels means combining all these communication technologies into a single, simple portal.
  • Automated emails: Sifting through emails to forward to the right coworker is an inefficient system. Save yourself the headache by using an automated system that can automatically sort bills, IT questions and other types of emails.
  • Back-office: Our back-office offers real-time reports and data to help you gather the analytics you need to improve your workflow.
  • Collaborate instantly: With our platform, you’ll never have to sit through a dull conference room meeting again. Keep your team on the same page remotely and efficiently.
  • Affordable price: Whether you’re looking to grow or already have a large team, we offer excellent prices for any size of team. The larger the team, the more of a discount you’ll receive. Don’t worry about onboarding costs, migration fees or any other hidden fees designed to trick you out of your money.
  • SLA rules included: Instantly rank tickets in terms of priority, and respond to urgent messages faster.

Our helpdesk has your small to medium sized business in mind. You’ll enjoy streamlined services for your users, and you can customize your own personal rules.

Once you choose our service, you can select from a number of levels. Each one is priced per agent, per month. We even have our FREEDOM plan that gives you up to 70 agents for one low monthly fee!

Onboard Today

Don’t get distracted with complicated systems and time-consuming manual operations. Contact us today for free on boarding with our highly intuitive cloud-based helpdesk. If you’re not sure, you can even try it out with a free trial.

Don’t stress about losing Desk.com, but take this as an opportunity to branch out and discover how a new, dynamic software can help you cut down on the time it takes to sift through emails and respond to customer tickets.

Cayzu Helpdesk – Make your customers happy!

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Improved Merging, Internal Notes & 10 Other New Cayzu Help Desk Features

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

Here’s what’s included:

  • Redesigned agent’s New Ticket screen
  • Added merge capabilities to the main ticket grid
  • Enhanced visibility with internal notes
  • Visualization improvements for merging
  • Expanded company details
  • Expanded SLA report
  • Expanded Agent summary report
  • Added custom fields to ticket print option
  • Added SSO Okta support to the end-user portal
  • Added breadcrumbs to the end-user portal
  • Added export ability for time sheets via the API
  • New variable – Public link for main brand only (Multi branding)

 

Redesigned agent’s New Ticket screen: We’ve updated the + New ticket creation page for agents to make it more usable and flow more efficiently.

Added merge capabilities to the main ticket grid: Now it’s easier to merge one or many tickets from the main ticket grid (previously only allowed when editing a single ticket).

Enhanced visibility with internal notes: Tickets that have a targeted agent through an internal note will now show “I.N”, a visual queue on the main ticket grid indicating that your attention is needed. This will make it easier to identify which tickets need responses to internal notes by specific agents.

Visualization improvements for merging: Merging is now much more visually descriptive within tickets by the system putting in a message in the ticket’s threads.

Expanded company details: We’ve made it easier for you to get company details while:

  • Viewing a company’s contact card.  We now display all company data including custom field data without having to edit the company.

  • Working on a ticket.  We now display the associated contact’s company (if applicable) as a live link – this allows you to easily navigate or edit the company if required as well as adding the extra company details in the More Information button.

Expanded SLA report: We’ve added more details to the SLA report to include these data points: Ticket #, Subject, Company, Requester, Agent name, Requested time, Initial response broken by, Resolved time broken by, Status & Product.

Expanded Agent summary report: We’ve added more details to the Agent Summary report to include the following dating points: Agent, # of Ticket assigned, # of Tickets resolved, # of Tickets pending, # of Tickets reopens, Avg. Initial response time & Avg. Resolution time.

Added custom fields to ticket print option: Printing a ticket using the print option will now include custom fields.

Added SSO Okta support to the end-user portal: We’ve integrated into Okta’s SSO engine to allow Okta users to automatically log in to the end-user portal using Okta.

Added breadcrumbs to the end-user portal: We’ve added breadcrumbs to make it easier for your users to navigate the end-user portal. On top of that we’ve also added a greeting and their name!

Added export ability for time sheets via the API: We’ve expanded the API to now include the ability to pull out time sheet data.

New variable – Public link for main brand only (Multi branding): Used for multi branding purposes – to enable cross brand public variable link for users to view tickets.

 

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

Need more information? Not a problem. Schedule a live demo today!

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

Cayzu Helpdesk – Make your customers happy!

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Scheduled Exports , View Management & 12 other Cayzu Help Desk Features

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

Here’s what’s included:

  • Ability to schedule ticket data exports
  • Ability to manage views
  • Ability to merge across different requester’s
  • Sort & stop functions added to assignment rules
  • Private forms
  • Consolidated view/edit for contacts
  • Alphabet sorting added for contacts/companies
  • Optimized “Create new ticket screen” for agents
  • Added SLA support for groups
  • Ability to add TAGS to views
  • Better handling for bounced emails
  • New custom field type (Company list)
  • Ability to allow a contact to see all assets from their company
  • Exposed Ticket Closed By Agent letter

 

Ability to schedule ticket data exports: Agents can now schedule their data exports to be automatically sent to them via email on a pre-defined schedule and time.  Manual data exports will also auto save the last selection made.

 

Ability to manage views: Admins can now either allow their agents to manage their own views or manage the views for them.  Choose to create, edit or hide views for yourself or all agents.

 

Ability to merge across different requesters: One of the most popular requests we’ve had so far!  Agents can now merge tickets from different requesters while customizing the closing ticket message.

Sort & stop functions added to assignment rules: Admins can now sort the order of assignment rules and setup stop rules.

 

Private forms: Admins can now create forms that will only be accessible from the agent portal.  Great for those forms that are sensitive such as employee termination forms.

 

Consolidated view/edit for contacts: It’s now easier to both view & edit a contact.  Both functions will now be done from the same screen.

Alphabet sorting added for contacts/companies: Finding a company or contact is now much easier by simply clicking a letter of the alphabet to then browse by the corresponding starting letter.

 

Optimized “Create new ticket screen” for agents: We’ve reduced the number of fields that are required when creating a ticket in the agent portal by removing any fields that didn’t have a selection.  Stay tuned for phase 2 of this usability update in the near future.

 

Added SLA support for groups:  Admins can now set up Service Level Agreements (SLAs) on groups.

 

Ability to add TAGS to views: Agents can now choose to display TAGS as one of their columns to be displayed on their ticket grid.

 

Better handling for bounced emails: Agents are now notified if an email is not delivered to a user for any reason including bounces or bad email addresses.

 

New custom field type (Company list): The company list custom field type is used by organizations looking to be able to assign work to specific companies while retaining ownership of the ticket.  This new custom field Is added as drop down in the end-user portal.

 

Ability to allow a contact to see all assets from their company:  Contacts can now be given privileges to be able to see and select all assets when they sign in to the end-user portal.

 

Exposed Ticket Closed By Agent letter: We’ve now exposed this letter so administrators can choose to disable or edit this letter.  Useful if you don’t want to receive ticket closure emails from the system.

 

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

Need more information? Not a problem. Schedule a live demo today!

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

Cayzu Helpdesk – Make your customers happy!

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What Does Your Complete Hub for Customer Support Look Like?

The key to exceptional customer service is exceptional communication. To this end, it is important for companies to be available through their clients’ preferred methods of communication. With Cayzu’s Multi Channel platform, you can efficiently manage and respond to incoming messages from multiple communication portals.

Email Tickets

Communication rapidly deteriorates without organization to support it. Cayzu’s email ticketing feature completely organizes incoming queries into appropriate categories and facilitates collaboration between support agents.

• Prevent two agents from taking the same query with agent collision detection feature.
• Enable agents to work together using our private note feature.
• Organize each incoming query by type and deadline.
• Keep customers updated on your progress.

Live Chat

Many people prefer to communicate with companies via live chats instead of phone calls. Cayzu’s integrated live chat add-ons enables you to offer real-time assistance to customers who are visiting your website. If follow-up is necessary after your conversation is complete, you can convert the conversation into an email ticket, enabling you to revisit to the matter later when you check your inbox.

Self-Service Portal

People like to do it themselves when they can. Integrating a self-service portal into your customer support model gives your customers the option to take charge of their experiences. Cayzu lets you incorporate relevant information into your portal, giving customers access to the answers they need. You can also use Google Analytics to understand the topics your customers are most curious about and the articles they rely on most often.

Support Widget

By adding the Cayzu support widget to your website and other frequently trafficked areas, you give your customers the option to compose ticket queries while continuing to browse your site.
The Support System for Your Support System

Social Media Management

A growing number of customers prefer to contact companies using social media outlets such as Facebook and Twitter. You can accommodate these preferences by using Cayzu’s Facebook and Twitter channels.

Cayzu converts incoming notifications from both social media outlets to email tickets. This lets you dive straight into your responses instead of taking extra time to retrieve and sort your messages. You can compose your responses to these messages through Cayzu, but your responses will still appear on the sites from which your customers sent them.

Companies who make use of Cayzu’s multiple channels and at-a-glance features have a leg up on their competitors. Cayzu handles the organization of customer service for you, so you can focus on addressing your customers’ questions, resolving their issues and maintaining strong relationships with them.

Cayzu Helpdesk – Make your customers happy!

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Integration with Zapier + 15 New Cayzu Help Desk Features

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

Here’s what’s included:

  • Integration with Zapier
  • Integration with Apiant
  • Integration with Cookiebot
  • New search filters
  • Assets can now be linked to forms
  • Assets are now linked to tickets in the agent portal
  • Added Blacklist/Whitelist management
  • Exposed suspended tickets
  • Added the ability to now include agent emails on CC notifications
  • New agent notification settings
  • New agent roles
  • Added the ability to NOT send a ticket reply when updating a ticket
  • Ability to set actions on statuses (Custom list)
  • Expanded search on the contacts/company screen
  • Ability to specify the default email to use for forms
  • Round Robin expanded to now include tickets submitted by forms
  • Bugs fixes & other optimizations.

 

Integration with Zapier: Create and automate your work and be more productive by easily connecting your apps with Cayzu Help Desk using Zapier.

Image result for zapier logo

 

Integration with Apiant: Connect your apps and automate your workflows by utilizing Apiant’s integration software tool combined with Cayzu Help Desk.

 

Integration with Cookiebot: Connect your end-user portal with Cookiebot to enable compliance with the General Data Protection Regulation (GDPR) by allowing your users to accept your cookie policy.

 

New Search filters: Need to be more granular with your search queries? Well now you can with our advanced search filters.

 

Assets can now be linked to forms: Working internally or with a specific set of users that are associated to specific assets (ex. Computers, cell phones etc..).  Well now you can allow them to choose which asset they are having trouble with when submitting their inquiries from your end-user portal.

 

 

Assets are now be linked to tickets in the agent portal: The agent can now more quickly see a requester’s associated asset while working on a ticket in the agent portal.

 

Added Blacklist/Whitelist management: With the exposure of our Black/Whitelists administrators can now set up rules to either allow or deny specific emails and domains from creating tickets in your help desk.

 

Exposed suspended tickets: The help desk system will now automatically protect you against ticket loops that could potentially be created by “out of office” or “donotreply” emails.  When a ticket is suspected of being in a loop, we will automatically suspend the email from creating more responses or tickets and put the email into the newly created suspended view which also allows you to manage those emails.

 

Added the ability to now include agent emails on CC notifications: In previous versions of Cayzu, the help desk would automatically block agent emails that were added as Carbon Copies (CCs) to tickets and remove them.  This restriction has now been lifted and agent emails will now be associated as a CC with a ticket.

 

New agent notification settings: We’ve added three new notification settings for agents:

  1. Notify me of new tickets: Allows the agent to be notified on all new tickets.
  2. Notify me of new tickets in my group: Allows the agent to be notified on new tickets for only his/her group.
  3. Notify me of all closed tickets in my group: Allows the agent to be notified on all closed tickets for their group only.

 

 

New agent roles: We’ve added four new roles for agents:

  1. Send reply to a ticket: This role was enhanced to allow the administrator to choose if an agent can reply to a ticket or not.  (internal replies can now be turned off separately )
  2. Send internal notes: This new role allows the administrator to allow an agent to use the internal reply function or not.
  3. Disable recent activity: This new role allows the administrator to turn off the recent activity screen for specific agents on the main ticket grid.
  4. Custom end-user portal: This new role allows the administrator to turn off the ability for an agent to modify the end-user portal.

 

 

Added the ability to NOT send a ticket reply when updating a ticket: This feature has been asked many times in the past! Agents can now update/close a ticket and NOT send an email to the end-user requester.

 

Ability to set actions on statuses (Custom list): We’ve expanded the custom status creation process to now include the ability to set your custom status’s action.

 

Expanded search on the contacts/company screen: We’ve now added a search option at the company/contact level to make it easier for you to find what you’re looking for.

 

Ability to specify the default email to use for forms: We’ve enhanced the form creation process by now allowing you to choose which mailbox a ticket requester will be assigned to when using a specific form.

 

Round Robin expanded to now include tickets submitted by forms: Cayzu’s native Round Robin has been expanded to now support tickets submitted through forms.  Round Robin scheduling allows your help desk to auto-assign tickets in a circular fashion to available agents by group. Round Robin saves you the time and hassle of having to figure out who a ticket should be assigned to.

 

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

Need more information? Not a problem. Schedule a live demo today!

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

Cayzu Helpdesk – Make your customers happy!

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Are You Maximizing Your Customer Service on Social Media?

Technology allows companies to have more interaction with clients than ever before in history, and this comes with positives and negatives. Online forums are available at any hour of the day or night, and reviews are there for everybody to see. Your customers are talking about you on social media, and it’s important to find out what they’re saying. Here are some tips to help you get the most out of your internet presence.

Be Social With Your Customers

When a client has a problem with a product or service, he or she wants an answer as soon as possible. You can have some of the best customer service software or customer support software at your disposal, but there’s no substitute for real-time interaction in an online forum. When patrons know you’re prompt to respond to concerns, they’ll be more likely to continue doing business with your company.

Play the Role of Giant Killer

It can be intimidating to operate in the shadow of giant corporations, but there are some opportunities available. Instead of viewing size differential as a disadvantage, treat it as a benefit that allows you to move more nimbly in a crowded sector. Social media can level the playing field, as a small company can create the same online presence as a multinational conglomerate. If you cultivate a reputation for quality service, your customers will provide plenty of word-of-mouth advertising to counter the massive advertising budgets of your competitors.

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

Communication Flows Both Ways

You should obviously use your social media presence to promote new products or give tips and tricks to help your customers use your services, but make sure you’re also listening to your clients. By keeping an open ear, you’ll be able to accomplish a few important goals:

• Spot patterns of customer complaints
• Come up with new products in response to unmet needs
• Keep an eye on the competition to see what they’re developing

Don’t fall into the trap of treating your social media platforms as if they were billboards. You’ll be selling yourself short on the true capabilities of this technology.

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

Sincerity Is Crucial

You hope nothing ever goes wrong with your services and products, but you need to be prepared to respond when it does. It might be hard to publicly live up to a mistake, but it’s better to control the narrative rather than having your social media platforms inundated with complaints, accusations and conspiracy theories. Inform your customers that you’re aware of the problem, and propose solutions such as additional helpdesk hours or even field representatives armed with cloud help desk software to provide on-site service. An honest approach is likely to help retain people in the wake of a crisis, and might even gain you some word-of-mouth advertising.

Follow the Golden Rule

When you’re faced with a decision with regards to your company’s online activities, just think about how you would like to be treated if you were the customer. Answer questions honestly when asked, and always offer apologies if one of your products or services isn’t meeting the customer’s expectations. Technology has a reputation for driving people further apart, but social media helps provide a direct conduit between businesses and customers.

Cayzu Helpdesk – Make your customers happy!

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