Customer service has always been a cornerstone of how business is done, and companies ignore this at their peril. Improving the delivery of customer service and the service experience overall should be a priority if you want to distinguish your company as a leader in your industry. There are many ways that company decision makers might choose to design the support network that accomplishes these goals. Companies are discovering that customer service software is an invaluable tool in achieving these important goals, but deciding on the perfect software solution is not always so simple. Helpdesk software can be hosted or built using in-house resources. From the outset both options seem to offer different advantages, but is this really the case?
Solving Problems That Already Have Answers
Building helpdesk software and customer care portals from scratch certainly seems to offer companies the ability to tailor the service experience to the needs of the people they serve. This is perhaps the strongest argument in favor of building a custom helpdesk. That said the concerns that will be addressed through this portal are unlikely to be so out of the ordinary that existing cloud help desk solutions cannot accommodate. There is already infrastructure available that is proven to work; using a solution like Cayzu eliminates time-consuming beta testing, troubleshooting, and other stages that must be addressed before a helpdesk can even begin operating. A seamless platform with a proven track record of success can be implemented in much less time than it takes to develop something entirely new.
Security and Stability Are Assured
Hosted help desk services are supported by top-of-the-line internet security protocols to protect customer data and proprietary data. This data can include:
• Customer names, mailing addresses, phone numbers, and email addresses
• Payment processing information
• Order history
• Service contracts outstanding
• Resolved and outstanding concerns
Customer service representatives often use customer’s personal data in the resolution of problems, so security has to be a primary consideration. A hosted cloud help desk makes use of the server company’s own security protocol; these companies operate at the highest industry standard for electronic security, which is often much higher than can be achieved by an individual company. Hosts are also designed for continual operation and have numerous safety procedures in place to assure ongoing service. Developing this kind of infrastructure in-house is often cost-prohibitive and will take months, if not years, to fully implement.
Services That Grow With You
Developing dedicated server space to support in-house helpdesk software may be far beyond the reach of your current organization. Hosted solutions are ideal for small and growing companies, and provide the means to compete with much larger organizations. Even without a team of tech wizards at your disposal your company can deliver an outstanding degree of customer service and support with the help hosted solutions. As your company grows, the advanced features of Cayzu can be implemented to address the changing needs of your organization and the people you serve. Few service portals developed in-house can say the same.
Discover how the numerous advantages of hosted service solutions like Cayzu give your business the competitive advantage.
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.
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.
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.
During the startup phases of getting your new business up and running, be sure you don’t neglect the finer parts of operating a business, like your human relations department. And because yours is a small company, you want to do everything possible to give yourself every advantage you’re owed. Here are a few HR mistakes you’ll want to be sure to avoid bringing out the best in your business.
Not Knowing How to Classify Your Employees
While some mistakes are reasonable and forgivable, the IRS might not be terribly understanding if you misclassify your helpdesk employees. The main thing you want to understand is the difference between employees and contractors. If someone doesn’t sign a contract that lays out her or his business relationship with your company, doesn’t have specific work shifts or if you have lost control over how the individual is paid and other related financial matters, then that person is likely to be considered a contractor rather than an employee.
Failing to Fully On-board Your Employees
When you do bring on a new member to your work team, be sure you do a thorough job. For instance, your new hire should receive a full job description that details all job duties responsibilities, necessary qualities and the like. You should let her or him know what you expect out of your employees, and you should know what your work team expects from you as an employer. Know that speeding up the hiring process can cost you an abundance of money in addition to time and energy. Owners of companies of every size cannot afford such unnecessary blunders.
You Don’t Have an Employee Handbook
Head employee mishaps, violations and the like off at the pass by implementing an employee handbook. In it, detail what your company considers bad behavior and the repercussions employees can expect if they violate the rules in the handbook. Ensure your team is well-aware of the handbook, that they read it and that you update it when necessary, so everyone is always on the same page.
Performance Issues Aren’t Noted
Don’t wait for employee performance problems to pile up in your cloud help desk business. Doing so carries the risk of issues becoming worse and more unmanageable, which often requires a more extreme response on your part. Instead, it’s better to make note of performance issues with individuals as well as your team and let the appropriate parties aware of the matter. Once you’ve done your part to make employees aware of the issue and to bring about a resolution, you at least have the peace of mind of knowing you did your best in the event you have to terminate an employee. Another reason to be meticulous when it comes to making performance issue notes is they could be quite useful in the event a terminated employee brings a lawsuit against you.
Never forget how essential a solid HR department is to your business. Remembering the above tips is a great way to better ensure you hire and retain the right team to take your business to the top.
The Cayzu Help Desk team is excited to announce our latest feature release!
Here’s what’s included:
- Enhanced Mobile Friendliness for the End User Portal
- Added the ability to export contacts and companies to excel
- Added the ability to import assets via the API
- Enhanced the ticket import process via the API
- Enhanced granularity to what can be customized on the end-user portal
- Added 15 minute time increment to SLA’s and other event drop downs
- Added additional formatting options for both Create & Reply to a ticket
- Bug fixes
Enhanced Mobile Friendliness/Responsiveness for the End User Portal: In this latest update, we’ve made the end-user customer portal look even better on mobile devices!
Added the ability to export contacts and companies to excel: You can now export your contacts and or companies to excel using our built in, native export tool.
Added the ability to import assets via the API: Following this FAQ, our customers can now import their existing assets into Cayzu Help Desk making it simpler to get started.
Enhanced the ticket import process via the API: We’ve improved our ticket import template to now support custom fields and ticket replies, making it easier to switch over to Cayzu Help Desk from another system.
Enhanced granularity to what can be customized on the end-user portal: We’ve now added more functionality that allows you to customize even more of your end-user customer portal including the ability to hide new sections; feedback, submit a request link & submit feedback.
Added 15 minute time increment to SLA’s and other event drop downs: Prior to the release the quickest you could send out an escalation email for an SLA was either 1 minute or 30 minutes. We’ve added a new time increment, 15 minutes.
Added additional formatting options for both Create & Reply to a ticket: We’ve expanded the formatting options to include indent, tables and bullet points.
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!
If you’ve never started your own small customer support software business before, you can expect to make more than a few mistakes along the way. That being said, there are some mistakes that are more costly than others, and it’s best you not trip up yourself or the progress of your business by falling into those specific pitfalls. To help you know how to plan your business and your steps, here are a few small business mistakes to avoid altogether.
Stepping Into a Crowded Market Without a Mark of Distinction
You’re likely well aware of the fact you aren’t the only company, big or small, offering helpdesk software. With that knowledge in mind, do yourself and your business a favor and recognize the fact you’ll need something that sets you apart from your competition. You don’t necessarily have to offer the absolute best software, but there should most certainly be something that sets you apart, such as the way your service is delivered, product features or the way you meet your customer’s needs in a way the other guys don’t. You’ll be much better off building your company around that rather than setting off on your journey without a destination in mind.
Not Knowing How Much Demand Exists for Your Product
One of the reasons to get a headcount for how many people are going to be at a dinner party, wedding or another major event is so you know how much food you need to prepare, how much seating you need and the like. The same principle applies to your cloud help desk. Do a test run to get a solid gauge of how many people are interested in your product and the types of consumers you should target. You should also think about how your product can supplement currently existing technology and determine how much use your target audience can get out of your product.
Failing to Create a Good Budget
A lot of small businesses fail because of financial reasons. Be sure to sit down with an experienced financial professional familiar with working with businesses in your sector. Know how much you can expect to pay to get things up and running, how much you’ll need to set aside for paying your employees and the cost of renting space, equipment and the like. Once you have that number, it’s a good idea to expect to pay even more than that, just to be on the safe side. You might also want to factor in your own personal experiences since you’ll more than likely sink a lot of personal time and energy into your business, which means you might depend on it to keep the light on and food in the fridge for you and your family. Additionally, you should also talk to a financial planner about making a financial roadmap for profitability.
Give yourself and your business every advantage possible by keeping these ideas in mind as you go about setting up and planning your business. Rather than making your own mistakes, it’s much better to learn from the blunders of other small business owners.
The Cayzu Help Desk team is excited to announce our latest feature release!
Here’s what’s included:
- Newly revamped multi-ticket screen
- Integration into SAML 2.0 (enhancing SSO)
- Enhanced SSO to now support independent configuration per brand
- Ability to notify/target specific agents when writing an internal note
- Enhanced the support widget – supports multiple forms and enhanced customizations through CSS
- Android APP now supports custom fields
- Ability to force the requirement of both the Dropdown and Dependent custom fields
- Integration into OneLogin (custom connectors)
- Multiple other bug fixes and general performance upgrades
Newly revamped multi-ticket screen: We’ve spent a lot of time designing and improving the look and feel and usability of the new multi ticket screen will start acting as our new dashboard. Using the below image as reference, here is what changed:
1-New look & feel – we’ve revamped the look and feel to make it more current and organized.
2-Ability to quickly Take a Ticket (assume ownership), Assign a Ticket and Delete a Ticket – All now done by hovering over a ticket.
3-Easier to now view and select your filters/views –We’ve expanded your views/filters on the left to make them easier to see and use.
4-More granularity with custom view creation –We’ve now expanded the ability to customize your ticket grid by allowing you to not only select ALL the columns you want to display but also be able to re-arrange the order as well.
5-Enhanced the ability to preview a ticket’s detail- From the main ticket grid, you will now be able to hover over a ticket to view not only the original message but also the latest comment.
6-New Overview view/filter- We’ve created and consolidated the most common views in a new filter/view option called: “Overview”. This will allow you to get a better/quicker view of tickets that need you or your team’s attention.
7-Recent Activity now available on your ticket dashboard – We’ve now made it easier to quickly re-visit existing tickets that you’ve worked on by listing them below the new filter/view table.
Integration into SAML 2.0 (enhancing SSO): We’ve now enhanced our SSO capabilities with the addition of SAML 2.0 integration.
Enhanced SSO to now support independent configuration per brand: Do you have multiple brands & end-user portals that each have their own unique personality and look and feel? Well now, you can now also support SSO/SAML individually for each brand as well.
Ability to notify/target specific agents when writing an internal note: Internal notes became much more powerful with the ability to target a specific agent(s) when working in a ticket. Enable true team collaboration and get the help you need from the right people without having to re-assign a ticket.
Enhanced the support widget – supports multiple forms and enhanced customizations through CSS: The support widget now supports multiple forms as well as enhanced CSS customizations so you can now more easily build it into your own web site or internal portal.
Android APP now supports custom fields: The Android app now supports viewing tickets with custom fields but also lets you use custom fields during ticket creation.
Ability to force the requirement of both the Dropdown and Dependent custom fields: We’v expanded custom fields to now allow you to set more granular control for both the drop down and depended field types.
Integration into OneLogin (custom connectors): Customers utilizing OneLogin can now expand their SSO/SAML log in duties using the OneLogin/Cayzu integration.
Like what you read? Get started today! Cayzu HelpDesk 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!
Boost Your Small Business by Boosting Your Small Business Work Environment
As a small business owner, you’ve already got plenty of obstacles in front of you when it comes to fulfilling the true potential of your company and making the best it can be. While it’s most certainly a good idea to invest in solid customer support software and doing what you can to improve your financial standing, be sure you don’t neglect your employees and their work environment. Here are a few ways to provide your team with the best work settings possible so both they and your business can thrive.
Mind Your Manners
Rather than focus on employee salaries and benefits to draw qualified and dedicated helpdesk professionals, be sure to exercise a bit of common courtesy. Whenever your employees make strides in their progress or accomplish something, be sure to recognize their efforts and thank them accordingly. This can be a verbal thank you or a reward such as an extra vacation day or bonus. Your employees are sure to appreciate the fact you’re paying attention to their efforts and are willing to show your thanks.
Keep the Lines of Communication Open and Clear at All Times
Communication is the foundation to personal and professional relationships alike. Not only should your team know under no uncertain terms what you desire and expect out of them as employees, but you should also know what your employees expect out of you as a leader and employer. Give your employees the chance to have their say in how your business operates, the business they’re helping to build. Let them know you’re open to suggestions and feedback, which makes your job of improving your cloud help desk business easier. Additionally, be wholly honest with your employees when they come to you with a question.
Don’t Neglect Professional Growth Opportunities
Just because your employees have degrees doesn’t mean they’re done learning. By offering career development and training opportunities, you show your employees you’re invested in their growth and in providing them with more professional opportunities. Not only do they benefit from this, you and your business also benefit from the new skills and knowledge your employees gain. Training classes, workshops, professional organization memberships and job assignments are all great examples of ways to help bring out the best in your employees.
Ask Your Employees for Their Opinion, and Listen to Them
Just like your target audience, your employees are an untapped resource you can put to good use in improving your company. Take out time every now and then to ask them what they like about your business and the way its run and what they would change. Give their opinions careful consideration, and put those ideas into action if you feel they have merit. Even better, include your team in implementing those changes to give them an active role in your business. In case your employees would rather not make their identities known when offering feedback, be sure to give them the option of replying anonymously.
You don’t have to turn your brain inside out thinking of ways to grow your small business. Improve your work environment and your employees are sure to take a brunt of the weight off your shoulders.
There shall be no name-dropping. Unless you’ve been living under a rock, you know the name of the largest online retailer. Years ago, mom-and-pop shops threw their collective arms up in the air when another retail giant opened up locations everywhere and put them out of business. Now, this is happening to online retailers. How do you compete when you’re a tiny entity?
The Underlying Problem
Major retailers suffer at the hands of these big guys, too. Many retailers have felt the online shopping heat for several years, yet they still refuse to jump onto the Information Superhighway. For smaller retailers, the issue is resources. They don’t have the money or time to build competitive online presences, which leaves them in the uncompromising position of racing behind the big guys.
He Who Dies With the Best Website Wins
This is, in a way, an oxymoron because studies show that shoppers prefer to solicit smaller retailers because they offer a more personalized shopping experience. So why do the big guys remain on top? They dominate the marketplace for two key reasons: convenience and impression. Despite a desire to shop at a boutique, people still stay at home and purchase what they need online.
Impression counts, too. Research confirms that “big” draws more people through virtual doors. Small enterprises may have an attractive online presence, but over 2,000 online shoppers were surveyed and 59 percent said they believed larger businesses have better websites. Part of what makes a website great is customer support software, because…
People Still Crave the Personal Touch
The same survey revealed that 71 percent of consumers still want a personalized experience when they shop, and this is how mom-and-pop shops can compete with the online and offline conglomerates. You can give your shoppers a personalized and user-friendly experience online as well as in your store. You just need the right tools to do so.
Build a professional online customer experience that will rival your larger competitors. This includes social media. Keep your current customers happy and draw in new customers with online deals, specials offers, contests and other fun activities. Don’t forget to maintain a strong presence offline as well through local events for a truly personalized experience.
When programmed optimally, customer support software welcomes new visitors on your website and via email. People are visually stimulated, so upload media expressing a warm welcome and explaining what you do. This leaves a fantastic first impression because you’ve already personalized their shopping experience, even if it is virtual.
Get Inside People’s Heads
Behavior plays a huge role in consumer habits. Another study showed 500 shoppers responded better to large business websites because of the 22 features tested, the sites offered better information, interaction, personalization and usability. Larger companies also used colors and patterns to solicit desired reactions, e.g. a green “Buy Now” button converted more clicks than red.
Leverage this information alongside the knowledge that the more power you give your customers the better. Your consumers must feel engaged while they shop, so ask them their opinion. What do they want to see on your brick-and-mortar and virtual store shelves? When you connect with your customers on a personal level, you establish solid footing in your marketplace.
Retaining current customers is of paramount importance to any company operating in the business-to-business sector, as it can be much cheaper to keep a customer than acquire a new one. This measurement of satisfaction is extremely relevant, as efforts to replace lost customers can significantly eat into your profit margin.
While most organizations claim to prioritize customer retention, many marketing professionals spend a greater amount of time on the acquisition of new clients. It’s always good to grow your client base, but you shouldn’t do it at the expense of your existing customers. A better strategy is to have your promotions, sales and support teams working together to provide a complete experience that’s beneficial to current and future patrons. Here are a few strategies to help maximize repeat business.
You’re much less likely to lose a client if your business matches perfectly with his or her needs. If you’re pitching your wares with the angle that your customer can adapt to strengths and weaknesses of your products, it might not be the best fit. Learn your customer’s goals and then explain how your company can help in the achievement of each milestone. If you set unrealistic reputations, you’re putting yourself at a disadvantage when it’s time for a patron to resign.
Take the Initiative in Communication
Strong relationships are a major ingredient to repeat business, and it starts with effective communication. You obviously need to provide a quick answer when a customer has a question, but you should endeavor to be more proactive. Foster the relationship by reaching out regularly on a number of different topics:Strong relationships are a major ingredient to repeat business, and it starts with effective communication. You obviously need to provide a quick answer when a customer has a question, but you should endeavor to be more proactive. Foster the relationship by reaching out regularly on a number of different topics:
- Questions or concerns about your product
- Information on software updates or new services
- Tips and tricks on how to more effectively use your service
If you’re losing customers, it’s important to do research to find out why, but you need a plan on how to implement this information. If you use customer service software or customer support software to track interaction with clients, include reasons for client dissatisfaction so you can locate patterns and put a stop to it with new products or services. Your studies don’t have to focus solely on the things you’re doing wrong, as you can also learn more about the ways you’re pleasing your patrons.
Set the Standard for Support
Your customers have placed their trust in your products, and you need to stand behind them with a full suite of support services. While it’s good to have a fully-staffed helpdesk available to answer questions in a timely fashion, you could also send representatives out into the field to provide on-site assistance with cloud help desk software. If a client knows that help is available whenever it’s needed, they’ll be much more likely to stick with your company.
Today’s marketplace is highly competitive, and it’s easy to lose valuable accounts to a competitor that’s more proactive. By giving appropriate attention to your existing customer base while also attracting new customers, you’ll be doing your part to ensure a steady profit margin for the future.
As technology continues to change, some businesses are falling behind. Sometimes the lack of technology updates within small businesses is due to concerns over security, outages, and expenses. What exactly are the pros and cons of integrating a cloud helpdesk technology into your small business? Here we take a look at reasons small businesses are avoiding cloud and whether those reasons are warranted.
Advantages of Cloud Technology
Despite the skeptics, cloud technology is transforming the way a lot of people conduct business. Whether it’s for storage or customer service, businesses are reaping the benefits of cloud technology. Here are some capabilities that businesses can reap from embracing the cloud:
- Collaboration: Teams and departments can work together on the same documents regardless of physical location.
- Mobility: Team members can access cloud software wherever there is an Internet connection. Updating records, delivering services, and drafting
- documents can be accomplished remotely.
- Scalable: If your business has a fluid team structure, you can benefit from the fact cloud software is usually priced per user.
- Affordable: Instead of paying for expensive onsite business software, you can get high-performance cloud software for much cheaper.
Adopting cloud technology can help businesses become more convenient, efficient, and competitive.
Areas of Concern
There are plenty of reasons that businesses shy away from cloud-migration. Here are some common concerns:
- Outages: Relying on Internet connection to serve customers and accomplish tasks worries some business owners. Even the briefest of outages can result in lost sales. Fortunately, Cayzu offers online capabilities including automatic fail-over in case of emergency
- Security breaches: Many businesses are cautious of potential data loss and privacy issues when it comes to hosting their workplace documents in the cloud. While some cloud vendors might not provide robust security, a reputable software provider such as Cayzu will have security measures such as redundant networking and 256-bit + encryption.
- Long-term costs: Some business owners are reluctant to adopt cloud systems because they doubt the return-on-investment would balance out the cost of ownership. This concern is offset by the fact that many cloud systems come with guaranteed automatic updates.
Cloud-Based Customer Service
One particular aspect of business that is affected by cloud technology is customer service. Many don’t see a problem with traditional customer service routes, but certain innovations like the cloud help desk are bucking that tradition with several ways to conveniently support your customers. Here are some ways that you can integrate the cloud into your customer service platform:
- Team collaboration: You can assist customers anywhere and work with other members of your team to resolve problems seamlessly.
- Efficient workflow: Managing workflows using customer support systems are quick and fast when using cloud-based systems.
- Real-time reports: Access insights and reports directly from the cloud wherever you are.
- Always available: Access your help desk or knowledge base solution anywhere, any place using any device! No extra set up required.
Cloud-based customer service can help you increase productivity and efficiently manage inquiries.
Take the Leap
If you have certain concerns about the cloud, you’re not alone. Those fears are put to rest by reputable vendors that provide customers with affordable, secure, and convenient ways to do business. Learn how you can freely collaborate, support your core processes, and accomplish tasks on the go with cloud technology from Cayzu Help Desk!.