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.
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!
Many small businesses rely on email to keep track of their customer help desk functions, rather than using a dedicated help desk ticket tracking system. Although email might seem simpler, ticket tracking actually allows businesses to do many things that they couldn’t do with email. A dedicated help desk software can outdo email in many different ways; here are seven areas where specific software tends to work better.
If you have a number of people working on the same issue, then trying to keep track of a single problem can be difficult. With email, you have to ensure that the correct person is always copied on the message, and in some cases you might have to hunt through multiple inboxes to find everything you need. A ticket tracking system, however, ensures that all the relevant information is centered in one place so that it’s available when you need it. This also means that if you need to access the information months or even years later, you know exactly where to find it.
2. Makes Businesses Look Bigger
Many small businesses use email for help desk services, but dedicated ticket tracking isn’t just for the big guys any more. With the right program, a small business can get every feature that a big company offers at a fraction of the cost, making the business look more professional and larger than it really is. Even better, a small business can usually move faster than a large company, increasing customer satisfaction.
3. Enables Self-Service
Your customer support staff might not be able to help customers around the clock, but problems can occur at any time during the night or day. Some software offers customers the ability to find solutions themselves through accessing a knowledge base than can help them work through the issue. This helps reduce strain on your staff and ensures that customers can get the assistance they need.
4. Provides Reporting Metrics
A customer help software system doesn’t just allow you to track individual tickets; it lets you track information about them. It is easier to determine whether an employee is working efficiently, whether customers are being adequately assisted, and how much each person is doing. Real-time reporting allows you to streamline your services.
With email, you are forced to take problems as they come, but with ticket tracking you can easily prioritize issues. This allows you to customize a workflow and rank issues by their urgency, ensuring the biggest problems are solved first.
Email can make teamwork tricky, since employees must either share inboxes or constantly send information to reach other. A good software system, though, lets everyone view and edit tickets at once, so that multiple people can work on one issue while keeping their progress in one place.
7. Improves Continuity
If a team member leaves or must be reassigned, then ticket tracking offers an easy way to delegate tasks. Simply switching a ticket to another employee allows them to pick up where the previous worker left off, preventing the complications of switching through email. This ability to delegate also makes ticket tracking software a good fit for those who start their own business or work in management.
Email might seem like the easiest customer service solution, but it can limit your business and complicate your work in unnecessary ways.Improve customer service by giving Cayzu Help Desk a try today .
Cayzu offers help desk software to streamline your customer service, but we also want to help you learn how to better take care of your customers even if you don’t use our software. While you’ve more than likely heard the adage that the customer is always right, what do you do when you feel without a shadow of doubt that the customer is wrong? Do you call them out on it, half blame them, run away or do you take the full blame?
Who’s the Boss?
No matter how far up the ladder you might be or how many bosses or managers you answer to, you have to remember that your “big boss” will always be the customer. Without your customers and their financial support, there is a good chance that your business wouldn’t be here today. Just like you have to answer to your boss for your mistakes, the same rules apply to your customers.
There Is No Right or Wrong
Instead of focusing on whether or not the customer is right, your time will be better spent simply rectifying the situation. No matter if you have a large business or a small business, every single customer is essential to your overall success. Treat the customer with respect even when it’s obvious they are placing the blame where it doesn’t belong. Sometimes the customer simply wants someone to listen to them and doesn’t know how to go about it or express their grievances the right way. Don’t make them feel bad or unwanted because their communication skills aren’t great because you never know what type of day or problems that the person had to deal with prior to talking with you. Maybe there was a death in their family, maybe their car broke down and they don’t have the cash to repair it, whatever it was, be the bigger person and show compassion. You will be rewarded for it in the long run.
Should You Fire the Customer?
If you truly feel that a customer is wrong in their complaint and has been wrong before, then it may be time for you to let that customer go. Just like you have to let go of employees who don’t contribute to the success of your business, the same is true of unprofitable customers who seem to do more complaining than anything else. While you might feel uncomfortable letting customers go, sometimes it’s the only option that you have. This is not a decision that should be taken lightly and if you do decide to fire a customer, make sure to have documented reasons to do so because the last thing you want is a social media hell storm on your hands (Help desk software like Cayzu can help track customer history).
Educate the Customer
When the customer is genuinely wrong, be open and honest and show them why they’re wrong in a tactful and professional manner that will help them rather than embarrass them. Your customer probably isn’t as familiar with your products and services as you are, which means that they probably aren’t as knowledgable about the full capabilities of your product or services as you are. Treat the customer with respect and view every complaint as a learning opportunity for the both of you. Remember how essential true customer support truly is for the success of your business.
Keep the Customer Around
Before you respond to a customer complaint, remember how powerful your customers are. Word of mouth is an effective marketing and advertising tool, but it’s a tool that can turn against you. Make sure that your customers have nothing but great things to say about how you treat them when they talk with friends and family. If you seem unwilling to help a customer who has a genuine complain, they won’t hesitate to tell others about their awful experience, which can keep you from expanding your customer base because when it comes down to it, customer service is the new marketing!
To celebrate our upcoming Canadian Thanksgiving holiday, the team here at Cayzu Help Desk thought it would be fun to create a second recap of some of our past favorite blog posts (See our first recap here). These blogs will surely put some love back into your customer service. Enjoy!
If you’re still using email to do your customer service, be sure to check out:
Six Reasons to Upgrade from Email to a Customer Service Solution
Are you not feeling the customer love? Don’t worry, let us help.
5 Ways to Make Customers Love You Again
Are you a perfectionist trying to understand the art that is customer service?
7 Tips for Perfecting the Art of Customer Service
Looking for a help desk solution but don’t know the difference between the “Cloud” and a rain cloud?:
A Closer Look at the Advantages of a Hosted Help Desk Solution
Everyone wants more business so why not use Facebook to do it?
7 Ways to Boost Your Small Business on Facebook
Let Plants vs Zombies help you with your customer service strategy:
What Playing Plants vs Zombies 2 can Teach us about Customer Service
Looking to grow your business or better your support? Empower your people!
4 Effective Ways to Empower Customer Service Employees
And last but not least…
Are you a small business looking to improve your customer service? Checkout:
Can Small Businesses Improve Customer Service with a Help Desk Solution?
Thanks again for your continued readership and don’t forget to register to receive our blog via email to be sure that you don’t miss part 3! (Coming soon)
First and foremost, I am an advocate of good, old-fashioned customer service and customer support. I think brands should interact with customers on a personal level for numerous reasons. Other businesses are starting to get the message one way or another. New Canadian regulations reduce spam and force companies to rethink effective brand to consumer communication strategies.
Canada’s Anti-Spam Legislation (CASL) regulates the ability for companies to send emails, text messages, and messages through social networks to customers that did not give consent to receive the messages. To some small business owners, it might not be a surprise that customers sign up for an email list for a fiscal incentive. The emails go straight from the inbox into the trash or the spam folder. Instead of lamenting about lost opportunities to send emails to customers, it might be time to invest less in social media blasts and more in genuine customer service initiatives.
Canada’s Anti Spam Law (CASL) Basics
The new law is fairly straightforward. It is exactly what it sounds like. A few highlights include:
- CASL applies to all businesses and individuals that send commercial electronic messages (CEMs) for commercial purposes.
- Consent is required before CEMs are sent to individuals.
- Individuals must be provided with an easy option to unsubscribe from lists at any time.
I don’t think CASL should be a deal-breaker for businesses with solid marketing strategies. In fact, CASL has brought how ineffective mass CEMs can be to the forefront of numerous Canadian small businesses and large enterprises.
Are Companies Losing Anything by Losing Subscribers?
A large accounting firm in Canada reported that 90 percent of subscribers opted to bail when given the opportunity. In addition, a recent study by TechCrunch suggests only 6.5 percent of Facebook followers actually view posts from brands. An important question has to be answered:
Did the 90 percent of subscribers who unsubscribed when given the opportunity actually care about the emails?
Losing practically all of a subscriber base could be seen as a loss, or it could be seen as a reality check, especially since it is estimated only 10-25 percent of a subscriber base actually reads emails from email marketing campaigns. If customers do not want emails, what do they want? Businesses essentially have three options.
1. They can ignore the new regulations until they are forced to comply.
2. They can revamp email marketing strategies.
3. They can ditch email marketing efforts and put funds toward more lucrative prospects.
Take Funds From Ineffective Email Marketing Campaigns and Invest in New Initiatives
I know that exceptional customer support is almost never free. However, help desk software can make it easy for real people to interact with customers on a personal level. The right online custom support software can allow real people to build lasting brand and customer relationships with people that with love your business. Customer service does not have to be about doing damage control and mitigating losses. Instead, investing in customer service can allow companies to invest in continual branding and PR initiatives.
It might be time to reevaluate how funds meant to improve brand image and customer engagement are spent. New forms of promoting emerging brands and promoting engagement with existing ones can build powerful businesses. Brands can actually email customers instead of spamming them. It makes sense, right?
We have just released Cayzu Help Desk v2.0.1 – a new version of our cloud based help desk solution. There have been several changes to the product and I’d like to show off some of the more important new help desk features and improvements.
A newly beautified dashboard: Our new dashboard and guided tour makes it even easier to quickly get the overall health of your entire support organization.
Time tracking: Need to bill your clients or just want to track time spent on a support request? Not a problem, Cayzu now has built in time tracking.
Track your To Do’s: Agents can now track their honey do lists directly from their main dashboard. Great for keeping both customers and your significant others happy 🙂 .
Five new reports: What’s a help desk good for if it doesn’t provide you with the insights that you need to ensure that your customers are being taken care of? The 5 new reports include:
Tickets by Product Report: Displays all associated support tickets by Product.
Tickets by Tag Report: Displays all associated support tickets by Tags.
Top Rated FAQs Report: Displays the top user rated FAQs by vote.
Top Viewed FAQs Report: Displays a count of all individual views per FAQ.
Timesheet Report: Consolidates and displays all time tracking activities.
Customizable ticket grid: Since your support agents stare at this all day, we thought it would be useful for them to be able to choose what they’d like to see on it!
Survey Monkey integration: What’s the easiest way to find out if your customers are happy? Ask them! Automatically send out surveys after a ticket is closed to gauge your teams effectiveness.
Google Analytics integration: View what your customers are looking at in your knowledge base directly from your Google Analytics account.
Knowledge base rating system: What good is a knowledge base if your customers can’t rate it? Well now they can.
Custom ticket views: Need to set up a bunch of different filtered views for your main ticket screen? Now you can with our newly added views!
Want to see it in action? Watch our minute and half live demo here: Cayzu Demo on Youtube
What’s in our next release?
– Ability to add News & Announcements to your end-user portal
– Report: Tickets by Company
– Private Agent FAQs
– Ability to merge tickets
– Ability to split a case
– Bulk ticket delete and / or assign tickets to an agent
– Integration with LogMeIn Rescue
– And more…
Get started today
Cayzu Help Desk is easy to get started with. Just sign up for our no obligation, no credit card trial at www.cayzu.com/register .
We look forward to your feedback as you use Cayzu Help Desk v2.0.1!
Let’s imagine that three people decide to start a company. Market buzz was slow to grow but before long this up and coming company developed a solid reputation for itself and community support soon followed. While it is tempting to continue implementing the strategies that have proved successful thus far, there is still a question of whether or not additional strategies might generate an even greater level of success. Would implementing an online help desk software make business operations more efficient and improve customer service?
Developing Strategies for Anticipated Scenarios
Small businesses are distinguished by their ability to create one-on-one solutions for their clients. Without a corporate structure determining how business ought to be done, owners and managers are able to devise innovative solutions that meet the immediate needs of the customer in front of them.
This face to face way of doing business is one of the greatest advantages that small businesses have, but insightful owners understand that customer service requires planning ahead. Developing customer service solutions before problems arise will prevent internal and external conflicts. Teams can avoid doing duplicate work when a clear protocol is developed. Customer concerns will receive timely and appropriate follow-up when a useful tracking process is implemented.
Even though a small business may not require customer support software immediately upon opening their doors, because the customer experience is a major part of every business’s reputation this topic should be given a thorough consideration before much time has passed.
Professionalism Pays Off
Small businesses are under a lot of pressure to do things well. In some ways they experience a higher level of scrutiny than big businesses because small organizations are perceived to be more personal. Even if a company consists of just a few employees, playing the role of a large professional organization is worthwhile. Taking a professional stance by implementing the same strategies as larger players will give you a more professional reputation and help you stand out from the crowd.
Making Support Easy to Manage
Email has many advantages but it is a poor tool for customer support. A help desk software system makes support easier to achieve in many ways. For example:
- Support software allows users to track cases and mark which have been resolved.
- No spam folders, email filters, or misdirected messages to contend with.
- Streamlined communication prevents conflicting messages, contradictory answers, and repetitive solutions.
- Support programs connect directly with the sales team.
- Integrate company social media accounts with support software for more responsive customer interaction.
Support software is more adaptive, more responsive, and simply better suited to customer service applications than email is.
Other Support Solutions
Another support option is to provide customers with an online knowledge base where they can access and share information with one another. An online end-user portal is a great way to provide very low cost support around the clock. Such a system can reduce the number of support calls logged and can motivate increased involvement on the part of the customer.
A Solution You Cannot Afford to Miss
“The vision is really about empowering workers, giving them all the information about what’s going on so they can do a lot more than they’ve done in the past.” –Bill Gates, co-founder of Microsoft, and the richest person in the world.
A Simple Case Study on Employee Empowerment
In my personal experience, customer support employees are usually so restricted that they hit a wall when an out of the norm problem is presented. In my past business, which I sold 3 years ago, there was one memorable instance when I outsourced some of my customer support functions to a third party. I would get dozens of emails from the third party’s customer service staff asking questions about what they were able to do.
- Could they offer a refund?
- Could they extend a line of credit?
- Could they extend a trial?
It went on forever, and my customers were understandably upset by slow response times. This model for customer service was not scalable because of a single person—me.
I was acting as a bottle neck for the entire production. Instead of creating a lengthy manual for the hundreds of possible scenarios staff would run into, I simply empowered my team. I authorized every representative to solve any problem that cost less than $50 without having to ask for my permission. It was a simple solution that went a long way, and the results were spectacular.
Instead of being glued to my email to do damage control, I could respond to emails from happy customers that were pleased with quick turnaround times and effective solutions.
Why Customer Service Rep Is Considered One of the Worst Jobs
Customer service jobs are highly demanding and considered unattractive with high turnover rates. In large part, employees in the industry are not empowered to do more than read a script, read a knowledge base and ultimately ask what they might be able to do from someone else.
Managers Can Offer Solutions That Work
You need to be able to let go. It is important to recognize that employees will make mistakes, but that’s okay. In the big picture, employee empowerment coupled with an online custom support software like Cayzu can turn a disastrous undertaking into a successful endeavour. Employees need to have the knowledge, the authorization, and the resources (help desk software) to succeed. Let’s be honest. A really nice chat will only do so much for customers that have pressing problems.
Turning Customers Into Advocates
Refunds are not a waste of resources. It is important to remember how many businesses turn customers into brand advocates. Happy customers can recommend your businesses to three or four other people. However, angry customers can easily tell 10 people why they would never want to engage in any sort of transaction with your business again. Great customer support promotes turning customers into advocates instead of driving customers away.
A Scalable Model for Customer Support
Employee empowerment combined with the right online custom support software can help you scale your business. Take it from me, acting as a one man army who does it all causes nothing but a giant headache and an increased number of emails from angry customers. Clear out your inbox, and replace hate mail with fan mail by empowering your employees. After all, your customer support team works tirelessly to make things right so make things right for them by giving them the tools they need to succeed.
Let’s face it, everyone at one time or another has wished that they could tell that pain in the rear customer to go fly the proverbial kite! I’m talking about that customer that is never happy, no matter what you do for him! These unprofitable customers will usually fall into the 80/20 rule, where 20% consume 80% of your time. This poses a serious dilemma for most businesses in this situation. Can you afford to fire a customer and even worst, have them spread negative feedback to other current or potential customers?
You’ve fired employees who either violate company policy or who represent the company in a negative way, so couldn’t you go about firing your customers in the same way? In the age of social media it’s easy for one customer’s complaint to be read by hundreds of people in a matter of minutes so be cautious. Just like there’s a right way and a wrong way to fire an employee, the same applies to firing a customer.
Reasons to Fire a Customer
It’s one thing for a customer to have a genuine complaint or grievance about your products or services, but customers who seem to complain just to complain or always trying to get something for free need to be addressed. Profitability is required for any business to survive and if a customer is WAY more trouble than they’re worth, why keep them? Spending time on unprofitable and unappreciative customers keeps you from pursuing valuable money making business opportunities so always keep that in mind.
When I say “fire a customer,” I mean terminating any type of agreement that the two of you might have together. I will be the first to admit that it’s very unsettling to treat a customer this way, but if you know that you’re providing a top notch product and or service coupled with stellar customer service, than you’ll be doing yourself and your business a favour by cutting these types of customers loose.
Firing Customers the Right Way
The first thing that you’ll want to do is make sure that you carefully and thoroughly document any problems that you’re having with the customer, which is similar to how you’d write up an employee. This is always easier with a help desk solution like Cayzu, which allows you to track internal notes that customers don’t see. You aren’t doing this to complain about the customer on social media like they might do with you, but instead so that you have legitimate proof if it comes down to actually having to fire the customer.
Next, remember that you’re a professional and conduct yourself as such. What this means is that you want to be respectful and refrain from using negative terms while breaking the relationship with your customer. Simply try your best to find a diplomatic way to show that the relationship between the two of you isn’t working and that this is for the best for both parties (this is important because the customer will see you as the aggressor so make sure to take the blame and don’t point fingers!).
Never fire your customer through a letter or email. It’s best to do it over the phone or in person. Firing someone through a social media message or email is the equivalent of breaking up with someone over a text message. If the situation demands it, don’t hesitate to ask the customer to sign a non-disclosure agreement. This step might seem extreme, but it’s sure to help you avoid any headaches in the future. Finally, you should also give the customer a parting gift (or refund) to show that there aren’t any hard feelings no matter how you might otherwise feel. This makes you look like the bigger person and makes them feel as though they got something out of the deal which will also limit your exposure to negative feedback about your business on social media.
Disclaimer: Firing a customer is NEVER easy and I would NEVER suggest you do it unless it is absolutely your last resort. Explore all options to work things out first, even an unprofitable relationship can turn around or spawn into an introduction to a more profitable customer.