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.
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.
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.
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.
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.
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.
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!.
Marketing has the potential to be the biggest expense on your monthly or annual operational budget but there is no denying that this is also one of the most valuable expenditures. Because marketing is so essential, many business leaders believe that it will naturally cost a lot of money to conduct. However, there are some important strategies that can be used to further your marketing reach and maximize its value to your business without costing a lot; in fact, some of these strategies cost little or nothing. Getting the most from value-rich marketing strategies requires the participation of many members of your team – from helpdesk employees and troubleshooters to managers and salespeople. Communicate your plans clearly and encourage everyone to maximize the return on these low-cost marketing options.
Market Research Costs You Nothing
Companies with enormous marketing budgets may have the means to fund highly focused research into target demographics, but do not imagine that this leaves you without similar information. There are many publications addressing emerging markets, evolving demographics, and maturing economies. Get familiar with information sources such as:
• Google News
• Industry publications
• Newsletters from professional societies
• Newly published research
• Universities and trade school news
Many valuable sources of marketing research cost nothing. Set up alerts in services like Google News and sign up for electronic newsletters from relevant societies and trade groups; these are just a couple ways to access cutting-edge information that is highly relevant to the markets your company is part of.
Improve Email Outreach for a Few Dollars a Month
An email newsletter can quickly become a company’s most effective form of marketing outreach. Composed correctly, email can encourage customer engagement, deliver information relevant to new clients, and remind existing clients of scheduled services.
Email lets you leverage your knowledge of messaging relevant to the market groups you have already researched; this is a good way to discover just how effective a great marketing message can really be. You can also include links to your website, catalog images, and lots of other information precisely tailored for increased traffic and other identified goals.
Thousands of contacts can be reached for $20 – $50. Email marketing platforms provide you all the tools to instantly enhance e-newsletters.
Get Big Returns on Helpdesk Personnel Training Investments
The people providing direct customer service can have a significant indirect marketing influence – for good or ill. Improving these operations might involve investing in cloud help desk solutions; you are sure to see significant returns for your effort. Service operations are streamlined and departmental organization is improved with the tools available from Cayzu.
Great service can prevent customers from losing loyalty to your brand. These positive interactions and resolved concerns will secure relationships with individual customers and make it much more likely that they will recommend your company to others. In this way, the initial investment in software and system support continues to pay off in the short- and long-term.
Marketing does not have to cost hundreds of thousands of dollars. With a little hard work and strategizing, your company can leverage low-cost solutions into high-value results.
Small business owners might own and operate companies with a handful of employees, but these hard-working people never think small. As large as your dreams might be, you have to think carefully about scaling your organization to the next level of growth – after all, even one bad hire can cause serious problems for every member of the team. This narrow margin for error makes many small business owners understandably cautious about scaling upwards, even if options such as implementing improved helpdesk infrastructure will ultimately be positive changes. Two important factors should be kept in mind by any small business owner looking to cultivate enhanced growth.
Finding the Right People for the Team
As mentioned above, hiring the wrong person can have negative effects on all aspects of a small business. Finding the right person remains a difficult prospect and there are many strategies you might consider when it comes time to add new members to your team.
In a business with less than ten people, a new employee will make up a significant percentage of the organization; the percentage of a company’s total workforce dominated by a new hire only goes up the fewer current employees there are. Given that a new hire might make up ten, twenty, or even thirty percent of your small business, it makes sense to spend a lot of time finding exactly the right person.
Take time to investigate different interview strategies that will highlight the skills and compatibility of each applicant. A face-to-face interview is certainly going to be a cornerstone of the hiring process, but consider other ways of assessing an applicant’s appropriateness. Panel interviews and portfolio reviews can give a better perspective on whether or not a prospective hire is the right fit.
Finding New Customers for Your Company
Expanding into new markets is a central scaling strategy, but is it possible to duplicate past success in new markets? Begin by thinking of your company as a natural response to people’s needs, not necessarily as a solution to their problems.
Speaking directly to the needs of the customers you wish to serve can be achieved with several different low-cost solutions, including:
• Email marketing platforms
• Cloud help desk solutions
• Social media advertising
• Website design and web development
Cayzu is a cost-effective helpdesk system that companies of all sizes can use to improve customer service operations. Email platforms let you reach thousands of contacts each month for just a few dollars; customize your electronic newsletters with links, photos, and more to encourage customer engagement.
Some small business owners are hesitant to invest in web development, believing this to be a high-cost way to connect with new customers. While this might have been true in the past, there are several low-cost website design options that are easy to use and require only basic comfort with computer use. Having an established online presence raises your profile and makes you more visible to the customers in your area searching for a company like yours.
Scaling a small business into a larger organization requires being willing to try new things. Plan carefully at each step and then watch how these strategies boost your growth.
The many dimensions of company growth can be driven by a range of factors, including new and evolving customer needs. Often, a company discovers that helpdesk infrastructure is inadequate to meet customer needs only after multiple failures have occurred. These failures are not necessarily due to improper dispersal of resolution solutions and problem management; in many cases, failures occur because the existing system of customer service cannot accommodate the volume or scope of concerns. This can happen after a company has expanded into a new market, for instance, or rolled out a new product line. In other words, one form of success might lead to other forms of failure. Having scalable customer service solutions is a good way to accommodate the changing patterns of demands without dropping the ball.
What Exactly Needs Scaled?
The effective delivery of customer services depends on many factors, including the number of personnel dedicated to these essential operations. Scaling your service operations does not simply mean adding more people to the team, although this may be one part of your overall solution. The training given to customer service representatives is also likely to play a role in scaling. The process of providing service has to be carefully evaluated; these are just a few of the factors that may need to be taken into consideration:
• Existing helpdesk protocols
• Case tracking and management software
• Hardware required to run modern software solutions effectively
• Hours of customer service department operation
• Venues for service requests and delivery
The software used to input customer service cases and track their management can be one of the most valuable of all scalable solutions. Cloud help desk solutions in particular operate on multiple scalable principles. Not only can they accommodate a growing number of users and increasingly complex management operations, they can be built on network architecture that delivers increased support as user demand rises and diverts resources as demand falls.
Developing Nuanced Solutions
Job delegation and organizational skills are two important solutions that dovetail nicely with improved network support. Highly effective customer service departments make use of hierarchies to delegate common and uncommon jobs to agents that are most equipped to manage them. The majority of agents will be trained to address common, frequent concerns; a smaller number of highly experienced agents can be given service requests that are less frequently seen and that may require a greater degree of attention.
Delegation works very effectively when the progress made on a case can be tracked with in-house software. Each step of concern management can be logged along with the names of each person assisting; some concerns require the input of several service personnel or even personnel from other departments. Tracking helps ensure accountability and that service failures do not occur.
Sophisticated cloud help desk systems like those from Cayzu can be used to generate the analytics that will help pinpoint steps in need of improvement as your customer service operations scale to meet increased demand. This precise form of problem solving gives you the information required to develop the strategies that will be most meaningful to your organization.
Being a small brand doesn’t negate you from the benefits of SEO. In fact, you can even begin to compete with bigger brands when you optimize your website. Big brands might spend thousands of dollars on marketing, but small businesses can get a lot of search engine traffic when they spend their money wisely on SEO and helpdesk services.
1. Consider Your Existing SEO Advantages
Some small businesses are poised to perform outstandingly without even knowing it. If your business has an old domain name that is at least a decade old, your website will be favored by search engine results. Search engines see businesses with old domains as reliable and stable. Utilizing your existing SEO assets allows you to compete without breaking the bank.
2. Start Revamping Your Website
Before you go all out on optimizing your website, do some research into your analytics. Which pages are driving the most organic traffic? What product pages or blog posts are getting the most views? Consider the most valuable pages that already exist on your website and use them as your starting point.
You don’t have to spend a penny on SEO services to get your website in better shape. Start by creating keyword-based title tags, including useful and authoritative content, and composing articulate Meta descriptions.
3. Develop Strong Keywords
Your first instinct might be to use high-volume keywords to compete with bigger brands in your industry. This often fails due to the large volume of searches and how established brands are already using keywords. Instead, consider focusing your energy on longer keywords that competing brands might not be using as much. Using unique and longer phrases can result in better conversion rates.
4. Create High Quality Content
Content marketing has become a key aspect of SEO strategies in recent years. While it is crucial to have high quality content on your website, search engines favor brands that place this content offsite. Big brands are almost solely focused on their own websites. When they do create offsite content, it is usually not written by the actual business owners and therefore less compelling. Carefully crafting an offsite content marketing strategy will set you apart and give you an authoritative voice in your industry.
5. Use SEO to Improve Customer Service
Integrating marketing and customer support is a smart strategy if you’re looking to compete with big brands. Utilize customer data to find out what your knowledge base site is lacking and how you can optimize it. Ask yourself these questions:
• What questions are customers asking?
• What are customers looking for?
• Is there sufficient information on my site?
• If not, how can I add it?
Customer data provides a direct insight into what your customers want. You can create keywords and entire web pages based around this information. Integrating your SEO strategy with customer service support via a cloud based help desk solution that offers a knowledge base will increase customer engagement and returns.
Don’t believe the lie that you can’t compete with bigger brands. When you use good SEO and customer service practices, you will see conversions and sales increase. Your website is just waiting for you to tap into its potential.
We are proud and excited to announce that Cayzu Help Desk was recognized as a FrontRunner for Help Desk software on Software Advice, powered by Gartner Methodology.
With a Capability User Rating of 4.87 out of 5 and a Value User Rating of 4.93, Cayzu has been awarded a space in the Pacesetters square of the quadrant.
Gartner’s quadrant FrontRunners for Help Desks
The FrontRunners quadrant, powered by Gartner Methodology, provides a data-driven assessment of products in a particular software category to determine which ones offer the best capability and value for businesses. It helps business leaders to make the right decision when choosing which software to buy.
On 2016 September, Gartner launched a new type of quadrant called FrontRunners. It is released for four software markets, which are (1) CRM software, (2) Project Management software, (3) Help Desk Software and (4) Applicant Tracking software.
All products that qualify as FrontRunners are top performing products in their market. They have been evaluated and given score for Capability and Value. Capability (x-axis) starts at 3.60 and ends at 4.60, while Value (y-axis) starts at 3.60 and ends at 4.70. FrontRunners evaluate the top 20-30 products in a quadrant format and it is completely data-driven with no analyst interpretation, also, it is heavily influenced by user reviews.
During the first half of 2017, Gartner is planning to launch FrontRunners quadrants for 24 software markets.
The content for the FrontRunners quadrant is derived from actual end-user reviews and ratings as well as vendor-supplied and publicly available product and company information that gets applied against a documented methodology. The results neither represent the views of, nor constitute an endorsement by, Gartner or any of its affiliates.
As it was mentioned above, the FrontRunners methodology assesses and calculates a score for products on two primary dimensions: Capability and Value. Here’s how they both are calculated.
The Capability score is an overall weighted average of scores including:
The Capability score is an overall weighted average of scores including:
- End-user ratings of 1 to 5 stars on the product’s functionality.
- End-user ratings of 1 to 5 stars ratings on the product’s ease of use.
- End-user ratings of 1 to 5 stars on the product’s customer support.
- A score, relative to other products in the market, for the product’s inclusion of key functionality for the software category.
- A score, relative to other products in the market, representing the number of other products that integrate with it.
The Value score is an overall weighted average of scores including:
- End-user ratings of 1 to 5 stars on overall satisfaction with the product.
- End-user ratings of 1 to 5 stars on how valuable users consider the product to be relative to its price.
- End-user ratings of 1 to 5 stars on how likely they are to recommend the product to others.
- A score, relative to other products in the market, for the size of the product’s customer base.
- A score, relative to other products in the market, for the number of professionals in the market who have experience with the product (e.g., users, developers, administrators).
- A score, relative to other products in the market, representing the total number of user reviews across the three Gartner web properties.
- A score, relative to other products in the market, representing the average number of times per month internet users search for the product on Google.
For a full report and methodology on Gartner’s FrontRunners quadrant, check out the information on Software Advice.