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Service Champions! Why You Shouldn’t be Celebrating Customer Service Week, This Week

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).

Related: Why Customer Service Should Replace Your Marketing  

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
Exceed Expectations

Customer Service Week Logo

Customer Service Week Logo

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!

Cayzu Helpdesk – Make your customers happy!

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Acing Idea Execution as a Small Business

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.

Related: 6 Ways to Boost the Customer Service Capabilities of Your Small to Medium Business 

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.

Related: The Trickle-Down Effect of Customer Service 

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 Helpdesk – Make your customers happy!

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Single Sign On (SSO) and 5 Other New Cayzu Help Desk Features

The Cayzu Help Desk team is excited to announce our latest update

The release includes:

  • Quickly attach screenshots/images on ticket replies
  • View/Modify HTML for Email Templates and Email Signatures
  • Simple Single Sign on (SSO)/Remote Authentication
  • Create FAQs/Topics from Tickets
  • Portal speed enhancements
  • New API calls to retrieve items from the knowledge base
  • & More

 

Quickly attach screenshots (and other images) on ticket replies: Now you can quickly attach screenshots or other images to your customer replies from the agent portal.

 

View/Modify HTML for Email Templates and Email Signatures: Get full control of how your customer and agent emails look by building your own beautiful HTML templates.

 

Simple Single Sign on (SSO)/Remote Authentication:  This new integration allows you to tie into your own existing application logins by allowing users to use their same usernames and passwords to log in to your end-user customer portal (see this FAQ).

Create FAQs/Topics from Tickets: Have a common question that keeps coming up? Not a problem, you can now quickly convert a ticket into a FAQ or Topic on the fly with a few easy clicks!

Create FAQs on the fly

Portal Speed Enhancements: General back-end enhancements to speed up the Cayzu Help Desk solution.  Enjoy!

New API calls to retrieve items from the knowledge base: Your programmers can now tie into your own knowledge base to pull out FAQs, Topics & News and display them where you wish.

 

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/sign-up .

See the new features live on Youtube! 

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

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Focus on ease of use and speed – 4 new Cayzu Help Desk Releases

The Cayzu Help Desk team is excited to announce our latest update

The release includes:

  • Quickly search and add knowledge base article links when replying to customers
  • Quickly export tickets to CSV or MS Excel for additional analysis
  • More intuitive visual enhancements to better manage your ticket list
  • Olark Webhook to quickly convert chats into tickets.
  • & More (See the new features live on Youtube!)

 

Quickly search and add links to knowledge base articles when you reply to customers, using the article search bar inside the reply editor. 

 

Quickly export tickets to CSV or MS Excel for additional analysis.

 

More intuitive visual enhancements to better manage your ticket list:  See when the customer was last to reply.

 

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/sign-up .

See the new features live on Youtube! 

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

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How to Manage Your Knowledge to Grow your Power

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.

Tip: A customer facing public knowledge base is critical to your business but don’t forget an internal, private knowledge base for your team! – Cayzu can help with both! 

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.

Related: Small Businesses Can Combat the Amazons of the World

Cayzu Helpdesk – Make your customers happy!

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The Trickle-Down Effect of Customer Service

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.

Related: 6 Steps to Help You Recover From a Customer Service Mishap  

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.

Bad Publicity

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.

Related: Why Investing In “Experience” Within the Customer Service Experience is Important

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.

Cayzu Helpdesk – Make your customers happy!

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“Enhanced Security”, new features and more customization

The Cayzu Help Desk team is excited to announce our latest update

The release includes:

  • Ability to White-list Access for Agent and End-User Portal using IP address
  • Ability to add additional notes when forwarding a reply to 3rd party
  • Ability to change ticket types, status and source
  • More color customization’s for the End-User Portal
  • & More (See the new features live on Youtube!)

 

Ability to IP Whitelist Access for agent and end-user portal:  Now you can secure your portals with IP range.

 

Ability to add additional notes when forwarding a reply to a 3rd party:  Add additional information when asking for help from a 3rd party vendor.

Add additional notes when sending to a 3rd party

 

Ability to change ticket types, status and source drop downs:  Quickly change the drop down values for ticket type, status and source.

 

More color customization’s for the end-user portal: IChange more with the end-user portal to match more of your brand and colors.

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/sign-up .

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

Like what you’ve read? Subscribe via email!

6 Ways to Boost the Customer Service Capabilities of Your Small to Medium Business

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.

Related: Is Your Hiring Personality Small Business Friendly? 

4. Hear

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.

Related: Benefits a Help Desk Can Offer Small Businesses 

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.

Cayzu Helpdesk – Make your customers happy!

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“Cayzu got faster!” and 2 New Cayzu Help Desk Features

The Cayzu Help Desk team is pleased to announce its latest software update which includes some speed improvements and some new features!

Here’s what’s been released:

  • Ability to set the mailbox signature
  • Ability to BCC an email address on all ticket responses.
  • & More (See the new features live on Youtube!)

 

Ability to set the mailbox signature:  Now you set the signature to be used on each mailbox.

 

Ability to BCC an email address:  Stay in touch with all your tickets by being BCC’d.

BCC an email address

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/sign-up .

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

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“The small but powerful update”. 4 New Cayzu Help Desk Features

The Cayzu Help Desk team is pleased to announce its latest software update which includes tons of great new features!

Here’s what’s been released:

  • Ability to show the source of the reply in the agent portal
  • Improved Search Capabilities (agent and end user portal)
  • Ability to show inline images in the customers responses sent in via email.
  • Ability to capture who is being CC’d on a ticket and use new email templates to send them confirmation emails.
  • & More (See the new features live on Youtube!)

 

Ability to show the source of the reply in the agent portal:  Now you can quickly see how a reply was added to the system.

Reply Source

View the reply source

 

Improved Search Capabilities (agent and end user portal):  Find what your looking for easier, with the new search page.

Improved Search Capabilities

Improved Search Capabilities

 

Ability to show inline images in the customers responses sent in via email: See the images your customers paste inline via the ticket replies.

inline images in the ticket replies

Capture inline images in the ticket replies

 

Ability to capture who is being CC’d on a ticket and use new email templates to send them confirmation emails: Inform the right people on each ticket reply without having to enter them as a CC.

Capture who is being CC'd on a ticket

Ability to capture who is being CC’d on a ticket

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/sign-up .

We look forward to your feedback as you use Cayzu Help Desk!

Cayzu Helpdesk – Make your customers happy!

Like what you’ve read? Subscribe via email!