As a businessperson you understand that the importance of keeping your customers satisfied is a fundamental aspect of long-term growth. However, for many consumers reaching out to a helpdesk to discuss a concern, return a product or just ask a question is a stressful and unpleasant process. Inadequate customer service appears in many organizations, but it’s invariably a barrier to brand representation and customer loyalty. Automated responses that don’t provide the options customers want or longer than average wait times on the phone can leave them discouraged with your company and rapidly become a brick wall in the user experience. Four simple actions can make customer service work for you and your customers.
Hire a Dedicated Customer Service Staff
When you’re first starting your business, it’s simple and frequently optimal to manage customers directly, including developing solutions to their problems one-on-one and answering individual questions. While a direct contact model and growing relationships with each of your clients is intriguing, it’s just not scalable. For instance, if your company has evolved to a position where you can’t adequately provide service to your current customer base, then your model has become outdated and requires replacement. One solution involves narrowing customer interactions down to a funnel to enable employees to concentrate on providing high-quality customer experiences through a direct support team.
Don’t Fall Behind
The landscape of customer service solutions is evolving as quickly as the current technology. To provide the best service possible, you have to be able to communicate with customers across multiple platforms, such as social media, email, chat or text. However, as methods of interaction continue to evolve, you have to be ready to adapt your processes to handle customer inquiries effectively. A customer-accessible knowledge base (KB) is a crucial key to any customer service foundation. You’ll never be able to address every issue if you treat each one as an isolated case. By identifying common customer questions, you can prepare resolution templates that your agents can use as a quick reference.
Design Your Solution With Customer Needs in Mind
Your cloud help desk representatives must present fast, high-quality solutions. Sincerity and accountability are vital, and social media adds a transparent, public forum for customer communication. Before making any changes to your customer service method, start with the customer’s needs in mind. Organic technology enables you to upgrade to the cloud, facilitating numerous opportunities for support that are effortless to implement. More communication channels also open up fresh avenues for customer engagement. However, speed and cutting-edge technology are irrelevant without custom tailoring your solutions to the needs of your customers.
When your helpdesk is unable to field calls continually, provide your customers with opportunities to resolve their problems with self-service support options. For instance, you can set up an online support system that enables customers to locate answers to challenging questions. It can also allow them to track their order status. This is just one streamlined and simple solution to fill in the gap when agents are not available.
You can stay on top of your customers’ needs by continually adapting your processes, priorities, technology and policies. The quality and speed of solutions is the distinction between a responsive helpdesk and an emotionless, unpleasant customer response team.
The Cayzu Help Desk team is pleased to announce its latest software update which includes 5 new features and enhancements!
Here’s what’s been released:
- Ability to create custom fields for contacts and companies
- Due date now displayed on your dashboard
- Ability to set a form and product for a mailbox
- Enhanced language support (ability to set the brand text for different languages)
- Enhanced mobile readiness for the end-user customer portal
- And more!
Ability to create custom fields for contacts and companies: Need to capture more information your customers? Not a problem, you can now add custom fields to your company and contact cards!
Due date now displayed on your dashboard: See all your tickets coming due quickly and efficiently right from your dashboard!
Ability to set a form and product for a mailbox: Speed up incoming ticket assignment by automatically assigning incoming tickets to custom mailboxes to a specific group and/or product.
Enhanced language support (ability to set the brand text for different languages): Now get even more granular by having more control of what text you convert to multiple languages on your end-user customer portal.
Enhanced mobile readiness for the end-user customer portal: Your customers will now get a better browsing experience when they visit your end-user customer portal in their mobile devices!
Want to see it in action? Watch our 90 second live demo here : Cayzu Demo on Youtube
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 .
We look forward to your feedback as you use Cayzu Help Desk v2.5.0!
First impressions matter, and they matter even more at your help desk. A customer that calls for support has already been having trouble, and a bad experience with a call is one of the fastest ways to get them to abandon your company altogether. But finding a way to give every customer the attention they need is hard, and it can get downright impossible if you’re still making basic help desk mistakes. Here are some of the biggest errors that beginners make in support calls—and how you can avoid them.
1. Never Shutting Up
First of all, make sure that you’re listening as much as you’re talking. While this is valuable advice for almost any relationship, it’s especially relevant on support calls. Customers do not appreciate it when they think their voice isn’t being heard, and nobody likes being interrupted or talked over. Plus, callers tend to become more cooperative after they’ve had a chance to vent, and it gives you as the support staff a better understanding of what exactly the problem is. This valuable information can sometimes help resolve the issue faster.
2. Reading Your Lines
Similarly, don’t get hung up on the script. Scripts are fine for training, but callers can tell when you’re reciting lines rather than talking to them. They think you’re not listening to them, and they don’t like it. If you’re willing to be a little more flexible, it helps establish trust, improves communication, and encourages the client to follow your instructions.
3. Taking Your Time
Do not make your customers wait for too long. They stop believing “Your call is important to us” the thirtieth time they hear it. If the wait doesn’t make them hang up, then they tend to be even more irritable when you finally get around to them. If you don’t have enough staff to ensure reasonable waits, then try adding call-backs so that nobody has to waste their time.
4. Playing the Blame Game
Nobody likes angry callers, but trying to blame someone else for the problem doesn’t help anything. If you resort to pointing fingers, then you only upset the caller more while delaying resolution of the issue. The problem probably isn’t your fault, but taking responsibility will go a long way towards building relationships.
5. Switching Channels and Starting Over
Try to avoid making your customer to switch channels, and especially do not force them to start over if they do. Modern consumers expect the same level of service no matter how they contact you, be it by phone, live chat, social media or over email. While it won’t be feasible to resolve every problem on every channel, you should make switching from one to another easy. Jumping from email to phone is annoying, and starting from square one again is a terrible experience. Cloud help desk solutions are one way to help mitigate this.
6. Faking It
Finally, be willing to admit when you don’t know. Be honest instead of trying to muddle your way through and hoping you stumble on the answer. The key to pulling this off is follow-up: tell the customer you’ll find out for them, and then go get the answer as soon as possible. Once you’ve found a solution, call back. Forgetting to respond is an easy way to lose the client.
Your customers might not always be right, but if you treat them wrong they’ll stop being your customers. These tips, combined with the help desk solutions offered here at Cayzu, can help make support calls a better experience for everyone.
The Cayzu Help Desk team is pleased to announce its latest major software update which includes 12 new features and functionality!
Here’s what’s been released:
- Custom Forms
- Jira integration
- Capsule integration
- Multiple language support (Spanish, French, Russian, Dutch, German, Italian, Catalan, English)
- Set primary and supported languages for each brand
- Restrict agent access (ticket scope)
- Perform bulk replies/status updates on multiple tickets
- Add attachments to FAQs/Topics/News
- Send escalation email if a ticket that is part of a group goes un-assigned.
- Service Level Agreement (SLA) Report
- Set a ticket’s starting ID
- Improved mail delivery and speed
Custom Forms: Custom forms enable you to ask your customers the correct questions right out of the gate depending on their inquiry. Reduce the back and forth and serve your customers faster and more efficiently.
Jira Integration: With Cayzu Help Desk’s Jira integration you can now link your help desk tickets to your Jira development tickets and more!
Capsule Integration: Now get more contact detail when working on a ticket by pulling customer detail from Capsule CRM without ever having to leave your Cayzu Help Desk portal.
Multi Language Support: Now support your customers in the language that is native to them! Cayzu help desk now supports 7 new langues which include: Spanish, French, Russian, Dutch, German, Italian and Catalan. Need another language? Just let us know!
Set Primary and Supported Languages for Each Brand: Cayzu help desk now allows you to specify which language each of your brands can support.
Restrict Agent Access (Ticket scope): Get even more granular with permissions by having the ability to lock down an agent to view tickets by group or to only what is assigned to him/her.
Perform Bulk Replies/Status Updates on Multiple Tickets: Had multiple tickets for a system wide error that has now been resolved? Not a problem! You can now bulk reply and update all the tickets statuses in a few easy clicks.
Add Attachments to FAQs/News/Topics: Enhance your customer’s self service experience by now allowing them to view/download attachments from your FAQs, news and topics.
Send Escalation Email if a Ticket That is Part of a Group Goes Un-Assigned: Have a ticket that has been assigned to a group that goes unanswered? No worries as it now can be escalated automatically via a timer that you set!
Service Level Agreement (SLA) Report: With Cayzu’s new SLA report you will be able to quickly identify which tickets have broken your service level agreement rules.
Set a Ticket’s Starting ID: Just starting out and don’t want to look new? Not a problem, now you can set your starting ticket ID.
Improved mail delivery and speed: Cayzu Help Desk is committed to being the premier help desk solution for small and medium sized businesses. With this commitment comes delivering your support tickets the quickest way possible and that meant switching to a more robust email delivery system. After careful consideration, Cayzu chose PostMark.
Want to see it in action? Watch our 90 second live demo here : Cayzu Demo on Youtube
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 .
We look forward to your feedback as you use Cayzu Help Desk v2.4.0!
Many small businesses rely on email to keep track of their customer help desk functions, rather than using a dedicated help desk ticket tracking system. Although email might seem simpler, ticket tracking actually allows businesses to do many things that they couldn’t do with email. A dedicated help desk software can outdo email in many different ways; here are seven areas where specific software tends to work better.
If you have a number of people working on the same issue, then trying to keep track of a single problem can be difficult. With email, you have to ensure that the correct person is always copied on the message, and in some cases you might have to hunt through multiple inboxes to find everything you need. A ticket tracking system, however, ensures that all the relevant information is centered in one place so that it’s available when you need it. This also means that if you need to access the information months or even years later, you know exactly where to find it.
2. Makes Businesses Look Bigger
Many small businesses use email for help desk services, but dedicated ticket tracking isn’t just for the big guys any more. With the right program, a small business can get every feature that a big company offers at a fraction of the cost, making the business look more professional and larger than it really is. Even better, a small business can usually move faster than a large company, increasing customer satisfaction.
3. Enables Self-Service
Your customer support staff might not be able to help customers around the clock, but problems can occur at any time during the night or day. Some software offers customers the ability to find solutions themselves through accessing a knowledge base than can help them work through the issue. This helps reduce strain on your staff and ensures that customers can get the assistance they need.
4. Provides Reporting Metrics
A customer help software system doesn’t just allow you to track individual tickets; it lets you track information about them. It is easier to determine whether an employee is working efficiently, whether customers are being adequately assisted, and how much each person is doing. Real-time reporting allows you to streamline your services.
With email, you are forced to take problems as they come, but with ticket tracking you can easily prioritize issues. This allows you to customize a workflow and rank issues by their urgency, ensuring the biggest problems are solved first.
Email can make teamwork tricky, since employees must either share inboxes or constantly send information to reach other. A good software system, though, lets everyone view and edit tickets at once, so that multiple people can work on one issue while keeping their progress in one place.
7. Improves Continuity
If a team member leaves or must be reassigned, then ticket tracking offers an easy way to delegate tasks. Simply switching a ticket to another employee allows them to pick up where the previous worker left off, preventing the complications of switching through email. This ability to delegate also makes ticket tracking software a good fit for those who start their own business or work in management.
Email might seem like the easiest customer service solution, but it can limit your business and complicate your work in unnecessary ways.Improve customer service by giving Cayzu Help Desk a try today .
All good things must come to an end and so does this 3 part series we call, The Complete Customer Acquisition Guide for Cash Strapped Start ups and Small Businesses.
This three part series has only one purpose, to teach you how to drive traffic! Just because you built it, doesn’t mean they will come! So roll up your sleeves and get ready to do some good old fashioned hard work!
Search Engine Optimization (SEO), Web Marketing Wizardry
This instalment is kind of a Hogwarts School crash course for start-ups and any business that hasn’t had their site tricked out by an SEO and Web Marketing wizard. And it can be used as a brief to hand to the wizard to let them know you’ve done your homework and you know what you want!
So we were able to track down veteran cyber warrior Hayden Bond to update our consciousness on SEO and Web marketing.
The following is Bond’s up-to the now report, with only a bit of necessary editing to make talking readable where necessary—here we go!:
I think a lot of people are stuck with this misconception that SEO is about number “1” ranking and that you’re going to see traffic coming to your site from your ranking on Google or referral traffic from other sites, but it doesn’t work that way any more.
That was back in ‘90s and maybe up to 2012, when you could manipulate search results and acquire all these customers, and do that by various technical means or spamming Google’s index, to make it seem like your site is a higher authority, but that’s no longer the case.
Now Google has been penalizing companies and businesses trying to manipulate their site rankings via links, spamming links—that was the Google Penguin Update. So if you’re just seeking out authorities’ sites and putting text links on there, and it used to work really well, now Google is saying, for example, if you’re a surf board company based in Santa Cruz, California, why is someone from Australia with a very high authority web site ranking on Google linking back to your web site in California with a key word that they are trying to rank for? The only reason that link is there is because the company in California purchased it and manipulated the system to give itself a higher authority.
[Note: Just to make sure everybody knows what the Google Penguin Updates are, before April 2012, most search engines used keyword density as a major factor to determine the relevance of a website and how well it should rank in its search results. If you wanted your site to rank for the keyword “red dress,” for example, you just place more instances of “red dress” on your page. So you can see how search results were not very hard to manipulate.
Also, the more links on other websites linking to your site, the more authoritative your site appears to be, which also affects search results ranking. The higher the authority of a site linking to yours the better. For example, think how much better your link on today’s super-popular site Red Dress Boutique is than a link on your local mom ‘n pop thrift store’s site.
It was easy for SEO experts to figure out how to get your site ranked on the first page of a Google search. The problem was, while your site might have ranked high in a search result, your site might have been useless for the person who had conducted the search. As in our example above, if you live in Perth, Australia, and you’re looking for a surf board shop, a link to a shop in California isn’t going to help you.
So this is the gist of Google’s Penguin Updates, and you can see how it’s a helpful thing for people searching for something to actually find it instead of being misled by a plethora of spam links.
Back to Mr. Bond . . .
How Google determines what a spam link is and what a relevant link is, is best explained by how Google’s “dwell time” metric works. Google measures how much time passes after you click on a link. If the page you access isn’t relevant to your search or isn’t interesting to you, you might stay there for a second or two. So Google determines that that link isn’t relevant, it’s just a spam link, and it gets red flagged. If there’s a lot of these short “dwell time” links referring to your site, Google will suspect that the site has spammed or bought the links, and penalize the site.
Then there’s the Google Panda Update, which applies to thin content. “Thin content” means, for example, if you are a bicycle shop, of course you sell red, white, and blue Schwinns—but in order to manipulate it you create a page on your site around the key word “red Schwinn bicycle.” But that’s of no use to the user. Of course that page may rank high in search engines for a red Schwinn bicycle, but what does that content on that page have to do with anything other than just finding creative ways to repeat that over and over and over again?
Google No Longer a Search Engine?
Another SEO misconception is people think that Facebook likes or Twitter posts correlate to a higher ranking on Google—but what they don’t understand is that in this day and age Google is no longer really a search engine in the original sense.
Because when you’re searching you’re essentially asking a question. And with the proliferation of mobile devices, your search and the information you’re giving—the search engine is now contextually aware, it’s now location-aware, and it’s historically aware.
If you’re sitting in your living room and you type in “pizza delivery,” the search engine’s probably going to know if you prefer Two Guys From Italy over Dominos, it’s going to know that you’re at home, and it’s going to serve you a link to that location, based on your history and your preference of ordering pizza.
If you’re in another city and you do that same query, Google’s going to know that you’re visiting that city, and it’s probably going to give you map results, and might even give you the place that has best reviews for thin crust pizza if that’s your historical preference—and with driving directions.
So now Google’s not just saying, here’s a page, figure it out, they’re trying to give you that complete answer. So your search is not necessarily about the ranking of a site that’s relevant to your search terms, it’s trying to give you the most specific answer to what it sees as a question—where is the best pizza for you based on your location, ordering history, and preference? It’s based on your profile and what it interprets is the intent of your query.
Another example is, if you enter the term “mountain bikes,” that’s probably your first “footprint” to do with mountain bikes, it’s general, so you’re in the research phase, and Google won’t know what brand you want, but it’s considering what your next steps will be. They’re looking at a metric called “dwell time.” You type in “mountain bikes,” which is your query, Google serves up a bunch of search results, you click on a result and when you visit a page, the longer you are on that page—that’s your “dwell time”—the longer you’re on that page the more relevant the content is to your query.
But if you just want to know the temperature in Mesa, Arizona, Google serves up search results, you click on one, see the temperature and you click off of the page right away—that’s a different metric.
Other examples lead in the opposite direction. If you type in “Who is Neil Young?,” the search results are going to include Wikipedia, other biographical sites, Neil Young’s web site, rock music sites—a lot of general stuff.
Or if your wife likes to shop on-line only at Nordstrom’s, when you search for “hand bag,” “watch,” etc., Nordstrom’s is going to rank highest in the search results based on the person’s shopping history or preference—even if Amazon or Macy’s would universally rank higher, because of your historical shopping preference.
They’ve Got You Covered
Even if you don’t realize it, you’ve got a mobile device that’s being passed, you’ve got an IP address being passed, so even though you’re blocking cookies or you’re “Private” surfing on Safari, Big Data has gotten so good that just by providing your zip code they can pretty much guess who you are.
Just recently there was a story in the news about a guy who was shopping at Target, and he gets something in the mail from Target for baby clothes, and it was addressed to his 16-year-old daughter. So he’s very upset and he goes into Target and asks them what’s going on, what’re they doing sending that to his daughter? Then he finds out his daughter is pregnant, and based on her recent purchases at Target they started sending her targeted mailers.
Every time you’re swiping a credit card you’re leaving a footprint—and especially with mobile devices it’s your location—they know exactly where you are to send you advertisements.
So that’s what SEO is now.
Don’t Let Your Customers Get Lost . . .
Let’s say you’re selling pressure washers for cleaning vinyl siding, and you’re based in the Midwest. Your key words aren’t going to be just “pressure washers” and “vinyl siding.” What type of people are you selling these to? People who are going to do this residentially, commercially? So the question you have to answer is, how are these people going to go about finding you? It’s a big question.
And when they land on your web site, how are you going to be relevant to them at that time? Is it because it’s convenient to get there or is the price? Your site hosts different models and customers aren’t necessarily familiar with the technical details of each, so you need to explain them all so they know which model to choose. Your customers need to know your location, how far away they are from them, how long it’ll take to get there and the directions.
So this is also the future of SEO: If you’re understanding your user’s intent in the context of their search, and you’re giving them real value—you’re going to earn organic links to your site.
Everybody says link-building is dead, and to a certain degree that’s true. But there are still relevant links that you’d want to get. You would want to put your business in Google business management, Bing business management, put it on Google Maps, etc. There’s a legitimate need to do that. But would I do that on every business directory and web forum out there? Probably not—that’s redundant, and it’s kind of spammy, just trying to get your web site linked to more and more pages across the internet.
Now, even more important than links in some instances, is something that’s called co-citation and co-occurrence. Google is aware that your company, company name, is a brand, an entity—it’s called entity search—and Google’s all about defining entities. What is this entity, what does it do? And then it classifies that information. So now, if there’s an article talking about what your company does, and it mentions you along with some high-authority sites in the same business as you, but there’s no link to them, that’s still valuable because your company is a start-up or not well known yet, it’s being mentioned along with these other high-authority sites. There’s not a link there, but these kinds of links don’t always drive traffic but can help with authority.
If you have a link on a high-trafficked site—there are certain instances where this happens, it’s called “barnacle SEO,” a link to your site on another site, but maybe not just a link in a blog post. But if you read a blog and it’s something cool, something interesting, and you’re looking for something specific, like WordPress magazine themes and you see a blog post that says here are the top 10 magazine themes, then, those links are probably going to get a bit of traffic.
So it’s not about link building any more, it’s about link earning—it’s someone saying, “You’re good, I’m linking to you.” By all means, list your site on Google Maps, Google Business Management and list your site in the appropriate business directories. . . . After that, think about contributing to the conversation and that’s what’s going to juice your traffic—sharing with your relevant audience, and how is it tying into your business goals, and target people you already know are authorities—it’s very easy to use research tools (like Buzzsumo) to find who the influencers are on-line on a particular topic.
For example, if you’re targeting someone for your marijuana legalization news website, your “holy grail” thing is for NORML to like your content, or mention it, or say this is a must-read. So you can directly target them via Twitter, or five other sites like them, hoping they’ll join the conversation. But more so, you should be participating with them— build up some rapport, share some of their stuff first, add something to a conversation if they’re doing something on Twitter, and then say, “Hey, guys, here’s something that I wrote, I really liked this other article, here’s something that I think complements it”— then go ahead and share, and those amplifiers will help spread your content around.
Social Media : )
With Facebook and Twitter, big numbers might be look good, might gain your trust—if you see a Facebook page with 80,000 “Likes” versus one with 6,000, but at the end of the day we’re looking at results.
The 6,000 “Likes,” the people might be real, they are actually interested in the product, have a use for it, and work within the industry. So when you run ads on Facebook or do social media promotions, you’re not targeting them with nonsense or broadcasting to fake people, you’re actually reaching real customers. And those 6,000 real people are more likely to share your content because it’s more applicable to them and their circles and the people they’re associated with.
Whereas the 80,000 “Likes” on Facebook or tens of thousands of followers on Twitter could be purchased—your place of business could be in Idaho and you have 10,000 Twitter followers in Bulgaria, from a list that the business purchased.
And Pinterest, which drives a huge amount of traffic, but what nobody takes into account is that Pinterest cares about the user, they’re all about the user. So what value are you providing to the user—are they engaging with your content, are they pinning it, curating it?
So it’s not a sheer numbers game. Sure, you can have a bot or a service add 80,000 people, but you’re going to get zero return. You’re better off finding 300 real people.
You can use a site like Followerwonk—there are numerous Twitter research sights, you could type in “LASIK for presbyopia,” for example, and see not only people who have talked about that, but people who have put that as an interest or who follow that particular topic.
So already you know whom to target. It’s not a crap shoot. The data’s there, in the searching.
Even with Tweet Desk, Twitter’s own management tool, you can search for a particular keyword and see who’s talking about it live and it populates in real time. So there’s really no excuse to go buy 40,000 fake followers when all you have to do is search for them.
Your “A” Game
So that’s what SEO is about, you’ve got to be on your “A” game, you can’t just willy nilly create keywords all over. If you think about it from a cost perspective, Google has made SEO harder for sure, and they’ve also made it much more expensive. But from a business model it’s smart for Google. Instead of always trying to stay ahead of the next SEO trick, they just price people out of the market who are trying to game the system with spam links and thin content.
Back in the day, you could just spam some links with a few dollars here and a few dollars there. But creating content, putting that effort, that blood, sweat, and tears into creating a web site that works across all mobile devices, which takes into account your users, provides them with that information . . . that’s expensive.
Bonus from Shark Tank!
The solely online business Red Dress Boutique has just earned phenomenal growth from 1.8 million in sales their first year to 7.5 million their second. How did they do it? Shark Tank’s October 17, 2014 episode, where Red Dress pitched the Sharks for investment, tells the story.
Shark Tank: How did you make this grow so big, so fast, and all on-line?
Red Dress: Through social media, but more than that, it’s because I invite people in. I put the question out there to my customers: “What made you all come to me, what makes Red Dress so special?” And they give amazing answers, they say, “Oh it’s the colorful clothes, it’s the fact that we can get a high-end look for under 50 dollars.”
Shark Tank: So you learned from them, you used social media, and you kept perfecting your business with their answers?
Red Dress: I developed a program called “Buy for the Boutique,” and when I go to my markets, I go every three weeks—I go to Los Angeles, I go to Las Vegas, I go to Atlanta, and I curate. But more than that, I see items and I will take a picture of them with my phone and throw it out into social media and say: “Do you love this, yes or no? Do you want this—do you want it in red, do you want it in blue?” And no one had ever done that before and they love it.
Shark Tank: And so word of mouth gave you 4x growth?
Red Dress: We have 27,000 Instagram followers, we have just shy of a million Facebook followers—organic followers.
I really do hope you enjoyed our 3 part Customer Acquisition Guide! With my farewell, I leave you with one burning question: Are YOU ready to bring your traffic driving A-GAME… ? I TRULY HOPE SO!
Social media is more than just a way to market your company; it is a platform to have a two-way conversation with your patrons and should be part of your overall customer service strategy. They ask, you answer. They complain, you explain. They thank you, and you can thank them. Building the relationship with your customers is an essential part of delivering good service, and social networking sites are the perfect place to foster that bond. Here’s why:
- Solidify a Personal Brand
Automation can be convenient, but it can also affect customer satisfaction. Through social networking sites, patrons know that there is a real person responding to their concern. Additionally, utilizing an online site enables you to personalize your response, humanizing your company and giving you time to put a conversational tone on your responses. In a sense, the networking sites make your help desk much more user friendly.
- It’s All Out There
We are all familiar with at least one faux pas large companies have made through their social accounts. The push for transparency has created a world where every interaction you have with a customer could be videotaped, recorded or captured in some way. This can actually be a good thing, as customers want to be heard in a public way, and your social accounts give them that platform. What’s more, other people will pay attention to the way you handle the situation, which gives you the opportunity to further build trust.
- Immediate Response Time
One of the reasons people love using social media so much is because it is instant. From a customer perspective, that means there is no listening to that annoying music while on hold. As soon as a customer posts on your site, you have the ability to respond immediately. Just make sure you are equipped to respond when you launch your social networks. A small business with limited resources may want to make a plan for how to quickly address customer service inquiries online.
- Easy Follow-Up
Piggy-backing on your response time is the fact that social networking makes it easy for you to follow up with a customer. Rather than putting the patron through further calls or emails, you can simply comment on a thread to see what action you can take to help the situation. As an added bonus, other people will be able to see that not only are you interacting, but that you are going back to ensure the customer is satisfied.
- Increase Brand Awareness
Whether they are tagging you in a post or putting a hashtag in front of your company name, customers will inherently spread the word about you through social platforms. This can enhance your search engine optimization and get your brand better visibility. When a customer has a positive experience, he or she is more likely to share that with their own networks.
- Get Rid of the Hoops
A customer fills out an online contact form. You respond with an email. They call you back. That’s three different mediums to accomplish one goal. Social media can put a stop to the hoop jumping. That provides the customer with a better experience because you are making the service personal, not automated.
The key to good customer support is a fast and efficient response. Social media coupled with Cayzu Help Desk can help your business accomplish this.