At Cayzu we want to be known for our high quality help desk software, but we also wouldn’t mind being known for our sense of fun and our ability to compare a popular video game with improving your customer support. Plants vs Zombies is a popular video game where a home owner uses a variety of plants to keep a horde of brain hungry zombies at bay. Rather than putting the video games away to get back to business, use the video games to help your business.
Someone Always Wants to Trample Your Flowers
Just like the zombies in Plants vs Zombies would like nothing more than to trample over every flower that you have, the same goes for some of your customers, your competitors and possibly even some of your employees. Show how strong that you and your business are by refusing to give them the satisfaction. When someone calls customer service with harsh words and a loud tone, answer in a calm and professional manner. Yelling might be their way of venting their general frustration rather than their anger at you.
Plan a Smarter Defence and Use Less Money
As you’re devising ways of improving ticketing systems in the age of social media, make sure that you also focus on ways to strategically enhance your client’s customer service experience. What this means is taking a few minutes to categorize and understand your top support calls so that you can properly plan for them. It’s a crazy world out there, and you’ll never know what you’ll hear when you pick up that phone or open that email.
Have Your Agents Work Less Like Pea Shooters and More Like Pea Pods
In the Plants vs Zombies game, gamers are equipped with a pea shooter plant that spits out a single pea at a time and a pea pod that can bind together several pea shooters into one plant, effectively making them work as a team. Help desk solutions like Cayzu improve customer service by enabling support agents to work better in teams and stay organized by utilizing more efficient work flows.
Be More Like a Split Pea and Use Every Medium to Answer Your Customers
Plants vs. Zombies has a special plant called a Split Pea that can simultaneously shoot in the front and back. In this analogy we act as the Split Pea since our help desk software can keep a close eye on all of your communication mediums, including email, Twitter, your website and Facebook. Now you never have to worry about a customer slipping through the cracks and feeling ignored. Imagine how much time this particular step can save you.
Sunlight Makes Everything Better
In the game your plants need sunlight in order to grow, and the same applies to your business. Try your very best to make your customers and callers smile any way that you can. Ensure that your employees smile whenever they greet customers and wish them a good day when the conversation ends. A few kind words can do wonders for a person’s day and their opinion of your company.
All Seeds Take Time to Grow
It takes time for seeds to sprout into plants, and it’s going to take time for your customer service department to be the best that it can be. While it’s important to invest in customer service, make sure that you don’t over invest. What this means is that it will take time and you shouldn’t try to speed up things up at the cost of quality.
For more helpful customer service analogies, or if you’d just like some good video game recommendations, get in touch with Cayzu today.
Whether or not you’re a fan of soccer, chances are good that you’ve at least heard or seen a bit of the World Cup. The FIFA World Cup was first played back in 1930, and since then it has become the largest single-event sporting competition in the entire world. While the World Cup only rolls around once every four years, Cayzu is here every day to help you enhance your customer service game by offering you our superior online customer support software and by showing you valuable customer service lessons that are to be learned from the game of soccer.
There Is Always Competition and Only One Winner
While you might not be up against the 208 member associations of FIFA, you undoubtedly have your share of competitors. No matter what you’re selling or what industry you’re in, customers only choose one vendor which means there is only one winner. Make sure that you’re always providing and using awesome customer service to your advantage to make your customers stand and cheer you on.
Operate as a Team
No customer service employee should ever be abandoned on an island, no matter how good they might be at their job. Not only will your employees need the best support possible, your customers will to. Never forget that working in a team is more productive than working on your own as the lone ranger.
Pass the Ball When the Time Is Right
Sometimes doing what’s best for your team and your customers is admitting when something is beyond your abilities. Don’t be afraid to pass a customer along to another team mate or tell them that you’ll get back to them in a short while with a more informed answer. The customer will appreciate your honesty even if it takes bit longer. Lying is a sure fire way to fail at turning customers into advocates for your business.
Understand Your Team’s Strengths and Weaknesses
While you may like the idea of being a jack of all trades, your customers probably won’t. It’s better for your business and your customers to be assisted by employees who know where their strengths lie and when they should allow someone else to take care of a support request. Rather than “winging it” when a customer calls about something that you’re unfamiliar with, transfer them and make a note to learn more about their inquiry so that you can be better informed for next time.
It’s Important to Have Both Defense and Offense
Not only should you and the rest of your support team be in place to take care of customers when they call (defense), you’ll also want to get in touch with customers to see how they’re doing before they call (offense). Take a minute and think about how reassuring it feels knowing that you’re supported by your customer service team mates. Make your customers feel the same way.
Don’t Go Out of Bounds
While it might be tempting to use any means necessary to win the customer service game, always play by the rules and refrain from playing dirty. Even if you don’t get caught the first time or even the third time, you never know when the truth will catch up to you.
Whenever you find yourself trapped behind an oncoming rush of help requests or customer service complications, pass the ball to your team mates here at Cayzu Helpdesk, we’re here to make you win!.
I know how many problems email can cause for emerging businesses. Your business might not be large enough to warrant outsourcing customer service, but it might be too large to handle without an automated system. Sooner or later, your startup will outgrow email as a quality customer support solution. You can effectively use a shared inbox as a cost-effective way to address customer service requests when you have a manageable customer base.
As your business continues to grow, you will start to see signs that you need online custom support software for your emerging business to thrive.
1. Email Has Certain Limitations
Email does not have the ability to fully automate the customer support process. You cannot rely on an inbox to effectively distribute emails between different employees. Additionally, you cannot work around glitches associated with emails in spam folders or emails lost in cyberspace after your business has reached a certain size. You will start to waste too much time on email-related issues at the cost of growth.
2. Bad Customer Service = Bad Public Relations
Your customers can bash you on social media in a matter of seconds. After all, isn’t that a large reason why people love major social media platforms so much? Inadequate customer support can have a substantial negative impact after a highly influential Tweeter decides to write a few characters about how your business was created by evil forces. Or an angry customer posts your dirty laundry to their Facebook account straight from their smartphones. Conversely, you can leverage the power of social media by giving customers a reason to create positive buzz.
3. Customers Love Social Media
Invest in software that will organize customer requests via social media. It’s nice to see how many people think your business is cool, but it can be a tour de force effort to sift through hundreds of comments to find specific requests and concerns.
4. General Email Confusion
Hitting the same customer with support twice can make a poor impression. Shared inboxes make agent collision more likely. Additionally, emails routinely get stuck in spam folders, accidentally deleted, saved instead of sent, or sent to the wrong person. It’s the nature of email.
5. Track Customer History
Many customer concerns appear a bit strange. Is a concerned customer hopelessly confused? Is your staff hopelessly confused? Tracking customer history through email may be possible, but it would require customers to sit back and wait for you to dig through an expansive inbox. Help desk software can expedite customer concerns by efficiently tracking orders.
6. Keep Your Sales Team In the Know
Online custom support software is a great way to keep your sales team in the know. Email does not tie into sales support by design. Spend less time addressing email confusion, and spend more time closing sales. Identify qualified leads and repeat customers instead of trying to find out what happened to some email from a few months ago.
Focus on Sales Instead of Email Confusion With Cayzu Helpdesk
Get your small business over the emerging business quandary with online custom support software from Cayzu. Contact us today for more information about how we make businesses thrive.