Cayzu is considered by many as an intuitive and easy to use help desk solution that allows companies to organize and improve their handling of support inquiries. But don’t take our word for it. An established business software review platform considers Cayzu as one one of the most popular and trusted help desk software brand on the market.
At present, Cayzu is ranked among the most popular online help desk software on FinancesOnline alongside an impressive 100% user satisfaction rating. This indicates that our help desk solution is not just among the top recommendations in FinancesOnline’s help desk software comparisons, but also for companies worldwide, with users finding it as an efficient platform for solving problems they face in their daily operations.
But what makes our help desk solution a top choice for most companies, including businesses that are still trying to understand the purpose of help desk software for business? Arguably, pricing is heavily taken into consideration whenever businesses scout for the right platform. We cater to businesses of all sizes, from small businesses to enterprises. More importantly, our various Cayzu pricing plans bring great value for money, stated the FinancesOnline review team. Subscription plans are easy on the pocket and include free setup, on-boarding help, training and support, and updates, all at no extra costs or obligation.
According to FinancesOnline, Cayzu help desk also brings a wealth of useful tools that are easily accessible on a cloud-based portal. These include giving users the capability to communicate with customers on multiple channels, a “smart ticketing system,” “seamless collaboration among support teams,” fast and simple product deployment, various filtering options, and more.
Over 10,000 companies use and trust Cayzu for their customer support, and we would love to have you on board as well.
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.
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.
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.
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.
Customers are the lifeblood of any company, as the revenue from repeat business is vital to survival. When it’s time to expand your team of customer-facing personnel, you should be careful to screen the people who will eventually represent your organization to the public and become your front line. While resumes and recommendations can help you make a decision, the interview process can be quite illuminating as you will get a feel for which personalities or traits are well suited for the role. Here are five questions you should ask when hiring customer support specialists.
How Do You Deal With a Customer With a Common Issue?
Any problem can be interesting the first time you hear about it, but it can grow tiresome when you’re hearing the same complaint dozens of times each day. Be sure to remember that the customer is probably new to the situation, and needs the same level of empathy that everyone else gets. If a potential hire doesn’t exhibit the appropriate level of compassion, it might not be a good fit.
Name a Bad Service Experience From Your Own Life
Everybody has a story that involves customer support specialists missing the mark, and you can learn a lot about a potential candidate from the response to this question. On a basic level, you’ll get a feel for what the interviewee regards as a bad interaction, but you can learn much more from this query:
- The candidate’s ability to sense emotions during a discussion
- How willing the interviewee is to compromise
- The level of aggression your potential hire brings to an argument
What Did You Learn From This Incident?
A negative interaction can leave a bad taste in your mouth, but it also provides an opportunity to learn from the experience. You want employees who can tell when things are going south and take corrective action to provide an appropriate level of service. If your candidate has the ability to spot mistakes, he or she is much less likely to make them while working for your company.
As a Customer Support Specialists, How Quickly Can You Solve an Issue?
Your customers are already angry about their issue, and they want to get the problem resolved as quickly as possible. If you have customer support specialists aren’t confident or take forever to find answers, it might inspire patrons to go with the competition the next time. It’s a fine line to walk, as you don’t want your people to sound like they’re rushing through a call, but you should put a premium on quick, decisive service.
How Do You Keep Your Customers Engaged?
You want people who know how to use customer service software or customer support software, but it takes more than that to provide a positive experience for callers. This interaction is taking place because one of your patrons isn’t happy with your company, and the representative has to do anything in his or her power to make sure the caller is satisfied before the end of the conversation. It could even be something as small as asking about the customer’s day or doing something else to provide a diversion from issue.
Your customer service representatives are the first line of interaction between your company and current or future clients. By asking these questions during the interview process, you’ll have a better chance of making a quality hire.
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.