Businesses can have the best products or services in their respective industries, but they likely aren’t going to be very successful if they’re unable to prevent customers from falling into the arms of their competition. While Cayzu’s cloud help desk is designed to allow you to take care of and keep your customers, there are several additional things you can do to keep your churn rate down and your customer satisfaction rate high.
Get the Entire Picture
We’re focused on customer service, be we also realise there are several departments that make up your organisation. Keep customers happy by keeping the lines of communication open and clear between your customer service, marketing, engineering, sales and any other departments your business has. Share information across departments to find ways to take the absolute best care of your customers.
Find the Root of the Problem
No matter how hard you try, there are simply some customers you aren’t going to be able to satisfy. For those times where you try your best and are still unable to provide customers with what they want, find out where it was that you misstepped. Is there a problem with your wares or services? Is your helpdesk not performing as well as you’d hoped? Did the customer feel neglected? No matter what the issue is, see if there’s a way to rectify it, and ask the customer to give you another chance.
Make It Personal
Everyone likes it when you treat them as an individual, but it’s especially true when it comes to your customers. Any information you gather about customers should be utilised to make their shopping experience more personal. Rather than send out a blast email regarding an upcoming sale or new product, target customers who have shown an interest in the product or sale and send it specifically to them. After all, you wouldn’t let a customer know you have a new type of coffeemaker if he or she only drinks tea.
With the right information, it’s not as hard as you might think to reduce your overall customer churn and retain happy customers!.
Are you puzzled yet? Why would Ben Puzzuoli @ Cayzu Help Desk, who is all about customer happiness, be telling me to NOT celebrate customer service week this week? Because you should be celebrating customer service all year round!!!!
We here at Cayzu Help Desk are honoured to be celebrating and participating in Customer Service Week as it’s what our company is built on! Providing exceptional customer service/support is part of our foundation and is at the core of our DNA. So celebrate away everyone!
So, what and how did Customer Service week come about?
Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.
In 1992 the U.S. Congress proclaimed Customer Service Week a nationally recognised event, celebrated annually during the first full week in October (this year it falls on Oct 3rd to the 7th).
So, what is the theme of this year’s Customer Service Week?
Well this week’s theme is “Service Champions”. So what defines a Service Champion?:
You will need to:
Lead by example
Achieve success, and
So, one last question….
If you surveyed your customers, would they consider your customer service team a bunch of Service Champions? If the answer is no, let Cayzu’s internal service champions help you because remember, Cayzu’s help desk solution is at the core of you providing AMAZING customer service to your customers and employees!
Conjuring up ideas that never come to fruition and spinning those ideas into tangible products and services are what separates successful businesses from those that struggle to get off of the ground. Cayzu helps small businesses meet their helpdesk needs, but our cloud-based products aren’t quite as useful if a business has trouble following through on ideas. Learn how to efficiently execute those great ideas you’ve got rolling around in that beautiful mind of yours.
Give Your Employees Free Rein
Rather than boxing your employees into parameters, give them the freedom they need and desire to thrive. While your team is taking care of business, make sure they’re actually performing as a cohesive team, and that they’re rewarded for their successes. This all goes a long way in boosting employee satisfaction and loyalty.
Lead the Shot
Rather than waiting on problems to arise before you make improvements to your business model, take the proactive approach and make adjustments based on your results. Our cloud help desk is designed to allow you to do just that and much more. Be sure to use metrics and other useful data to find new opportunities for improvement.
Keep Your Eyes on the Prize…and on Everything Else
It’s never been easier to keep track of the business results we touched on in the above tip. After all, you can’t build on results that you don’t fully understand or can’t even see. In addition to focusing on your end goal, focus on the milestones that bring you closer to that goal and any indication that you may want to consider adjusting your end goal.
Establish a Rapport
Proper and efficient communication is also fundamental to proper idea execution, no matter the size of your business. The key to communication is making sure everyone is on the same page and that everyone, team members and customers alike, knows their voice will be heard.
Even the brightest of idea light bulbs will burn out if not supplied with a constant stream of power. Use these tips to keep the lights on and ideas flowing from conception to execution.
Cayzu is all about helping companies help themselves with a full featured, cloud based helpdesk solution, and you might share this sentiment when it comes to customer self-service. But before you dive headfirst into the self-service sea, there are a few ideas to strap on that are sure to keep you and your business afloat.
Self-Service Is an Extension, Not a Substitute
Your customer self-service model should act as an extra soldier in your business army, not a lone wolf agent. The way your new customer service function works should be in line with your current business philosophy and business goals. Customers should be able to use the function and immediately associate it with your brand.
Make it Simple
What’s the use of having self-service if it feels more like self-torture? Use the feature yourself to see how intuitive and helpful it truly is in order that you know the experience your customers will have.
Focus on Overall Security
There’s a chance customers will be entering sensitive personal and financial information while using self-service. Make sure their info is secure and safely stored. (Cayzu has the strongest encryption, check it out! )
Offer Round-the-Clock Self-Service
One of the great things about self-service is that it can be used when one-on-one customer service either isn’t available, or isn’t preferred. This 24/7 access should also include times when your internal systems are down.
Make it Multi-Channel
To better integrate customer self-service with the rest of your helpdesk capabilities, make sure it links with all of your other methods of customer communication, including email, social media and even fax. This goes a long way in saving time and resources, and it offers a more streamlined experience, which you, your customers and your customer service representatives are sure to enjoy. Should you discover any redundancies in your multi-channel strategy, resolve them as quickly as possible.
Self-service makes for a great addition to your customer service capabilities. Be sure to keep these tips in mind to get the most out of the application.
Cayzu wants you to not only have an effective helpdesk to provide your customers with exemplary service, we also want to keep you up-to-date on the latest news in the customer service industry. In recent years, social media-based customer service has quickly increased in popularity, but that trend seems to have changed as more and more customers have started to step away from getting assistance through social media platforms. Learn what you can do to keep your social media customer service game strong and your customers satisfied.
Gather Customer Data
Just as customers hate calling and having to repeat information over and over to several different customer service agents, the same applies to social media customer service. Ease this frustration (and the possibility of losing a customer) by collecting customer data and making sure it follows the individual as he or she speaks with different representatives on the phone, online and any other mediums you use to deliver customer service. Our cloud help desk makes it easy for you to collect and review this information for maximum efficiency and customer satisfaction.
Speed Up Results
Bear in mind that this tip doesn’t mean you have to spend as little time as possible with callers and those who reach out to you online. What it does mean is your online helpdesk and phone system should be optimized for rapid transfers and queues in order that you can start helping your customers faster. We also recommend that you adequately staff your customer service department and that you regularly review performance for areas of improvement.
Your customer service representatives should be fully educated on the products and/or services you offer in order that they know how to best help customers. What’s more is they should also be well-informed of the most effective customer service tactics. Remember, knowledge is power!
Even if social media customer care is declining, that doesn’t necessarily mean it will affect you. Beat the odds by staying ahead of them and support your customers where they live, not where you want them to live.
Knowledge is indeed power, especially when it comes to beating your competitors. Cayzu creates customer support software to help you harness that knowledge, but there’s even more you can do to take great care of your customers and build your business at the same time. Learn why it’s so essential to properly harness and manage the wealth of information at your disposal.
Streamline the Resolution Process
Gathering and managing knowledge allows your customer service team to better respond to customer support problems. Whenever a representative successfully takes care of a customer issue, it’s better to have that solution shared with all of your representatives rather than have the information remain with one person. This way, the rest of your representatives don’t have to go through a trial-and-error period when faced with the same issue, which can cost you business.
Get it Right the First Time
Gathering consumer information such as name, address, contact information and the like into a central database prevents customers from having to repeat the information whenever they reach out to your help desk. Imagine being lobbed back and forth between representatives and having to give your phone number and other contact detail each and every single time. This takes up time, and can make your customers quite frustrated and irritated.
Tip: Cayzu consolidates all your contact/company information into easy to use contact cards that are accessible directly when working in a support request.
Let Customers Help Themselves
Sometimes customers have simple or common questions with answers they can’t find on your company website. To save them the time and effort of asking a representative, and to save your representatives the time of answering common questions over and over, manage knowledge into a FAQ section or a self-service function that saves everyone time and resources. You can also use knowledge in a way that allows you to be proactive about questions and issues customers might have in the future.
Tip: Don’t forget about Cayzu’s Quick Responses! These canned questions and answers will speed up the cycle time between you and your customers!
If ideas are the foundation of a successful business, then proper knowledge management works to support and strengthen that foundation. Fortify the bones of your business with a steady diet of calcium sourced from a solid and shared well of information.
The most powerful of empires require equally powerful rulers who are able to inspire and lead. While you may not seek to have a business empire, you can still model your company after this philosophy. It’s the leaders who truly make or break a company. Cayzu help desk wants to show you just how much influence management and senior leadership have over the customer service experience.
From the Root to the Fruit
Employees typically model their customer service behaviour and business approach after the founders. What this means is if the CEO doesn’t care much about customer experience, then the employees aren’t likely to either. Customer service reps are a bit like ducklings in that they imprint on the first thing they see when they’re born (or join a company) and learn from that subject. If managers and other company leaders put their focus and resources on areas other than customer service, employees are likely to do the same.
CEOs of the world’s most successful and well-known companies were able to reach such great heights partially due to how much they’ve focused on constantly improving the capabilities of their helpdesk. These individuals realize that it’s the customers who have brought them their success and do everything they can to maintain their relationships.
Besides angering customers who are likely to take their business elsewhere, leaders who place a minimum of importance on customers are likely to find their names being tarnished on social media. Unsatisfied customers won’t hesitate to share a bad experience with family and friends online, and those individuals are likely to avoid that company in the future. Once bad reviews hit social media feeds, they may even draw the attention of the media, which can hurt a brand even more.
While leaders are often positioned at the top, they actually act as the bedrock on top of which everything else is built. Without a solid customer service plan from leadership, a business is likely to collapse in on itself.
As the owner of a small- to medium-sized business, it’s essential that you use every tool at your disposal to take proper care of your customers. While Cayzu is here to help you achieve that goal through dependable and innovate helpdesk technology, we also want to offer you six additional tips for further improving your customer service capabilities.
1. Quick and Timely Responses
Today’s customers expect quick replies from their friends when they text or email them, and ever faster replies from the companies they contact. It’s a good idea to have a customer service representative who deals exclusively with email correspondence, and you may even need someone outside of regular office hours. (A customer self service portal will also help!)
2. Answer the Phone
An obvious suggestion, true, but nonetheless worth mentioning. Phones should be manned during your office hours, and calls should be answered within two rings. Have a small team? Set up an answering service. (Have a smaller team? Instead offer online, live chat . Tawk is free and integrates into Cayzu Help Desk)
3. Own Up to Your Mistakes
Whenever a mistake is made that you know is your fault, simply admit it. Not only do customers appreciate honesty, you save time from playing the blame game.
Don’t just listen to what your customers are saying, hear what they’re saying. Let customers finish speaking or typing through your web site, and make sure you thoroughly understand the problem before developing a solution.
5. Manage Expectations
Rather than informing customers that a product will arrive in three days like it normally does, change it to five days. This gives you some cushioning in case something goes awry, and customers will be pleased with the early delivery if everything proceeds apace.
6. Be Proactive With Problems
By keeping a close eye on your supply chain, you can head problems off at the pass before they have a chance to reach the customer. When issues are inevitable, inform the customer and start developing a solution immediately.
These are just a few things you can do to make it a delight for your customers to do business with your business. While you might have the capabilities of a small to medium business, you can have the customer service resources of a larger company.
As the market becomes more and more crowded with competing goods, consumer expectations for customer self-service are reaching new astronomical levels that no one could have ever expected. What’s worse, is that as the internet has enabled a truly global economy for even small businesses, consumers are demanding, reliable and comprehensive self-service that is available anytime and anywhere. And why wouldn’t they petition for this requirement? Especially when they have better things to do, like play Pokemon Go!
Here are 5 things you should consider when putting together a customer self-service plan:
Self-Service Is an Extension, Not a Substitute
Just like your customer support initiatives, your customer self-service model should act as an extra soldier in your business army, not a lone wolf agent. The way your new customer service function works should be in line with your current business philosophy and business goals. Customers should be able to use the function and immediately associate it with your brand. It’s all about the branding!
This is also true for the Pokemon named Mimikkyu. Mimikkyu whose true appearance is still unknown, wears a veil that resembles a Pikachu. No one knows exactly why Mimikkyu does this but he’s got the branding down pat as Pikachu is the most famous Pokemon of all!
Make it Simple
What’s the use of having customer self-service if it feels more like self-torture? (Kind of like having to train Wobbuffet, a difficult and at times temperamental Pokemon). Promote the use of your own self-service portal to your team and to yourself to ultimately gauge how intuitive, helpful and if it’s overall effective towards your overall customer experience goal.
Focus on Overall Security
There’s a chance customers will be entering sensitive personal and financial information while using your customer self-service portal. Make sure their info is secure and safely stored using the toughest SSL encryption.
Offer Round-the-Clock Self-Service
One of the great things about self-service is that it can be used when one-on-one customer service either isn’t available, or isn’t preferred. This 24/7 access should also include times when your internal systems are down. @Pokemon, this is a tip for you as your game servers keep crashing under the immense load driven by your millions of fans (great problem to have).
Make it Multi-Channel /Multi-Platform
Just like Pokemon Go was released to both IOS & Android simultaneously, your customer self –service should be multi-channel and multi-platform ready! To better integrate customer self-service with the rest of your helpdesk capabilities, make sure it links with all of your other methods of customer communication, including email, social media and even different devices (PC, MAC, Mobile etc..). This goes a long way in saving time and resources, and it offers a more streamlined experience, which you, your customers and your customer service representatives are sure to enjoy. Should you discover any redundancies in your multi-channel strategy, resolve them as quickly as possible.
Self-service makes for a great addition to your customer service capabilities. Be sure to keep these tips in mind to get the most out of your customer self-service strategy and remember, if you’re looking for a self-service enabled help desk solution, check out Cayzu!
Have you ever wondered why so many people are switching from email to a help desk solution? Here are 5 ways a cloud based help desk solution helps you help them (Your customers) .
1. Allow your customers and office workers work more efficiently
Allow your customers and office workers to submit their own issues faster, and get better responses from your IT Support team without having to chase them around the office or waiting on hold for countless hours. This even works for remote or at home employees!
2. Multitask smarter, and go the distance
Help desk systems allow IT support agents to work on multiple cases, and still stay organized and focused. Email makes it harder for agents to track similar issues or deal with multiple problems. Systems like Cayzu Help Desk let you create your own self service knowledge base and even use canned answers for common questions.
Related: How to Avoid Customer Service Chaos
3. One place for all IT requests
Most cloud based help desk systems include a user portal, where they can submit tickets, follow up on tickets or just view related troubleshooting articles. A user portal can also be a place to inform your customers of upcoming maintenance, important news, or any other information that might be important to your customers. This will reduce unnecessary help requests because you’re enabling them to help themselves!
4. Customize to meet your business needs
Not every business is the same, and trying to capture the right information for every issue is near impossible with email. A help desk allows you to create custom fields such as printer type, windows version, suite number, or even color preference. This allows you to capture the right information from the start, and avoid going back to the customer for these basic type of questions.
5. Automated help desk tickets
As emails are pouring into your support email address, why analyze them manually. The best help desk ticket systems allow you to automatically assign, classify or re-route issues based on specific criteria. For example, you can send any sales related questions to the sales team and any support tickets to the support team. This will save your team countless hours organizing emails and prioritizing them and give them more time to focus on what is important, getting back to your customers.
You might be asking yourself, is a help desk right for me?
A help desk is designed to make life easier and allows you to work on what is most important which is growing the business. For example, if you are in computer sales, why would you want to waste your time trying to organize your trouble tickets. Let us do that for you! Cayzu Help Desk, the best choice for small & medium businesses!