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.
Too many organizations only think about the service they are providing rather than what experiences their customers are having. It’s easy to focus on customer service without considering the bigger picture of customer experience. While these two things work together, they are most successful when they are tackled with their own respective business strategies via customer service software. We’re here to help you understand the difference between these two terms so that you can give your customers a rewarding experience.
The Pizza Analogy
Everyone loves pizza, right? Well, maybe not everyone, but work with us! Imagine a plain cheese pizza. It’s pretty good and mostly anyone would eat some if there weren’t any other options available. Now imagine a pizza with your favorite toppings–pepperoni, sausage, or even pineapple. This pizza was handmade with all organic ingredients and cooked to perfection in a brick oven. The second pizza is more desirable, right?
The plain cheese pizza is customer service by itself. It is good on its own, but it is lacking something. Customer experience gives you all the extra toppings and backstory that make you actually excited to eat the pizza. Delivering comprehensive customer service is like delivering a good pizza. It matters how it’s made, how it’s delivered, the quality of the packaging, and how quickly it was delivered. The plain underlying cheese pizza plays a big role in how it’s perceived, but it becomes truly satisfying when everything comes together.
Let’s Get Technical
Now that you have entertained our love of pizza, let’s dig deeper into what this looks like operationally. Providing a successful customer experience means proactively predicting what your customers want. Customer service by itself is reactionary. Resolving issues such as process failures or user errors is customer service. Customer experience is about creating an attractive perception of your brand.
When you reach out to your customers in a proactive manner, they will feel good when they interact with your brand. Customer experience is making your customers feel comfortable about accessing your organization, while customer service is used to resolve issues and satisfy needs. When these are both applied strategically, you will keep your customers coming back.
Interact Before There Is An Issue
The best thing you can do to attract customers to your organization is providing interactive opportunities that get them excited to purchase your products or services. There are many valuable facets of customer experience, but social media is an emergent and ever-changing landscape that plays a big role. Rather than providing customer service separately across social media channels and via email, what if you could integrate it all into one?
We have HelpDesk customer service software that provides seamless integration of your websites, email accounts, and social media profiles. This gives you the tools you need to expand your presence and interact with customers more efficiently and proactively.
Give Your Customers An Experience
When you develop a strategy to execute positive interactions with the help of Cloud Help Desk software, you will create a favorable perception of your business. Learn how our multichannel social software can help.
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.
Small business owners have more useful tools than ever when it comes to reaching members of their target audience, and Cayzu’s cloud help desk is just one of those resources. Professional uses for social media are plentiful, but small business owners will want to tighten their focus on a few methods in particular if they hope to generate useful leads and drum up more customers and conversions.
Target Your Audience With Laser Focus
Once you’ve identified your target audience, determine which segment is likely to be the most interested in the current services or products you’re featuring or plan on featuring in the near future. This helps improve the chances of your audience members finding your products or services to be of current relevance and value rather than something they could’ve used in the past but no longer do.
Harness the Power of Analytics
To help you with the above tip, use analytics to aid you in finding potential customers who have need of your services or products. When you do reach out to those individuals, you can also use analytics to see how well they respond to your efforts in order that you can refine your approach, if necessary.
Create Ambassadors to Your Brand
As you’re seeking out new customers, make sure you use your current satisfied customers to act as ambassadors to your brand. While you can have the best marketing and advertising campaign in your sector, nothing beats word-of-mouth from real, unpaid people who have given your business a go.
Seek Out Industry Influencers
Besides ambassadors of your brand, there also exist influencers in your industry. These individuals carry great influence in businesses large and small in your sector. If you can find one of the influencers, you’re sure to catch the eye of other businesses and potential customers as well. Another great thing about getting influencers in your corner is that it can save you on the amount of effort, money and time you have to put into marketing your business.
Make Communication Personal
Use personalized messages to interact with your customers rather than resort to spam or “blanket responses” that could apply to anyone. Your customers will like this approach better, and it can go a long way in fostering a sense of trust with them.
Contour Your Content
Whatever content you share on your social media channels, make sure it’s perfect for that social media outlet. For instance, Twitter is a great place to whet your audience’s appetite and use links that take them to full content. Facebook can be used for special deals, and Instagram is the optimum choice for sharing images and embedding links. Always ask yourself which of your profiles would work best for the specific content you’re looking to share or the overall results you desire.
Social media can be confusing at times, and trends can come and go in the course of a single business day. By utilizing these tips and depending on a reputable helpdesk, your small business is sure to start achieving the type of social media results normally only seen by larger businesses.
At Cayzu, we understand that your customers want to save as much as possible, but they also want to have a positive customer service experience. Focus more on improving your help desk capabilities and less on adjusting your prices to either beat or match those of your competitors. With a little insight, you’ll understand why.
It’s All About the Shopping Experience
Even if you offer prices lower than your competitors, your shipping, taxes and discounts might end up making the final price roughly equal to that of your competitors. You and your company are better off focusing on making changes and improvements to your customer service so that your current customers and potential customers won’t mind if they have to pay a bit extra for your services or products.
For instance, make sure you have accurate listings for your wares. What this means is that if a product is listed as “ready to ship,” make sure it’s actually ready to be shipped out without the customer having to wait for other necessary parts to arrive at different times.
If there are several different components to a specific product, such as a bed or piece of furniture, be sure all of the correct pieces are shipped together. No one wants to receive a bed with slats that are too long or too short, which can cause delays in the customer actually using and enjoying a product that was supposedly “ready to ship.”
Have a System in Place
Mistakes are bound to be made throughout the course of doing business, that’s a given. What’s most important is that you have a thorough and effective customer service plan in place with your cloud help desk designed to take care of customers and their problems.
For instance, make sure you have a product tracking system that remains constantly up-to-date so that customers know exactly where their purchase is and when they can expect it. Besides original orders, your tracking system should also give current information regarding replacements and products being shipped back from the customer.
For those times when customers call, email or message your help desk, they should receive actual help and not just excuses or empty promises. Your customer service agents should know how to properly, quickly and adequately respond to disgruntled customers and know which department to reference them to if need be. By empowering your agents, you empower the customer and give them a reason to continue doing business with you, even if your prices are a bit more than those of your competitors.
You may also want to set up your customer service so that customers always interact with the same representative until an issue is resolved. Customers don’t like having to speak with several different agents for a single problem, and they don’t like having to repeat information over and over again. It’s reassuring to know there is a single person taking care of a problem rather than chatting with or messaging three or four different customer service representatives who may or may not be up-to-date on the situation.
Cayzu may not be able to help you have the best prices in your industry, but we can certainly help you improve your customer service. Before you think of changing anything about your business, check social media and your reviews to see what your customers have to say about your customer service.
In a world of technology and social media, customer interaction can either make or break your marketing strategy. Today, protecting your brand now means solid social customer service practices across your helpdesk, front line and all levels of your operation.
The Power of Social Media
Social media drives the way people date, associate, learn and shop. In fact, nearly half of all online account holders have used their social media platform as a way to contact a particular business with a question, comment or complaint about a brand or product. Such behavior is even more prevalent among users under the age of 25, many of whom prefer to contact a company online than through a traditional telephone line. Furthermore, this younger generation expects resolution, and expects it fast.
Simply put, your customers prefer to engage your business through a virtual space, and most expect you to be available at any time of day. Therefore, you need to send your marketing team to where the conversations are happening. Moreover, you want a cloud help desk that is convenient, user friendly and innovative. Personalize all aspects of your portal, and be sure to integrate links to mobile apps and social platforms. Above all, remain transparent. If you do not currently operate on a 24-7 basis, stay accountable to your service level agreements.
Good Social Care Means Happy Customers
Not only is social care necessary, but it is also highly rewarding. Brands that are dedicated to this online space are highly praised. Better still, they reap the benefits of lasting customer loyalty. Companies like BestBuy that are dedicated to serving their customers online are enjoying a larger audience, more repeat purchases and higher profits.
Social media is your most valuable networking tool. Not only does it keep your current customers happy, but it also draws in the respect of others who become interested in your brand simply by observing a positive interaction between you and another customer.
Your Game Plan
If you want to reap the benefits, you have to have a strategy. Start with the basics:
• Listen to your customers: Begin by tuning into all online conversations about your brand. Look for trends that lead up to both positive and negative comments. Hone in on those topics in order to drive the conversations in the right direction. Be sure to build upon positive testimonials.
• Listen to your competitors’ customers: Don’t forget to study up on competing brands. What do customers value? What do they despise? What type of interactions lead to positive or negative feedback? Look at comments and try to identify potential areas where you can jump in to the rescue. By forecasting customer needs, you position yourself as a company that unhappy customers switch to.
• Be available, but be productive: A fast response is crucial. However, if you’re sacrificing quality for speed, you’re missing the point. Impersonal responses are a huge turn-off, so be sure your team is responding with purpose. Speed may simply be a matter of quickly dispatching responses to the correct person.
Don’t put off your social care strategy. It’s the front line of your entire reputation. If you’re unsure where to begin, get in touch with Cayzu today.
The use of a help desk system reduces the average response time for support requests and increases overall customer satisfaction. However, gathering insight from your data proves invaluable because it provides a window into the minds of your clients by telling you exactly what they need to convert. This knowledge enables you to create an educated hypothesis about what will increase the rates of conversion for your business.
Utilizing Cloud Help Desks to Optimize Landing Pages
Cloud help desks are suitable for businesses that want to improve customer feedback using flexible ticket management with automated workflows. The multichannel support covers web, email, chat, phone and social media. Key benefits include:
- Highly customizable content
- Fast and robust reporting for higher quality advanced analytics and decision-making capabilities
- Knowledge-based portals and community forums
- Easy branding of customer facing web interface
Conversion Enhancement Tips
If achieved correctly, feedback can add a meaningful measurement and a consciousness of integrity to product pages. Competitors cannot imitate it easily, and the text diversity is engaging to search engines. This approach assures alignment with the latest and most relevant keywords used by customers. In fact, Google has distinct feedback tags to place the data directly into its results page.
- Increased sales: Presuming that superior and high-quality customer service is your goal, positive remarks from previous buyers make the conversion process simpler. You can increase sales from a reliable feedback system and realize the benefits from enhanced search engine positions.
- Managing feedback: Every company gets things wrong and has unsatisfied customers. You can either manage customer comments or outsource them to an independent third party. However, feedback remarks that sounds like marketing scripts are likely to be ignored. Posting negative remarks on your site makes them less likely to emerge on other media and guarantees that you can respond with the action you chose. In the mind of most consumers, this substantiates the positive and enhances your image.
- Actual customers: There are valid motives for limiting feedback to current buyers. First, they are actively interested in your product, and you can solicit feedback directly from them. This approach can make the response process straightforward. You can obtain higher levels of genuine feedback by targeting individual customers. This method also excludes competitors and prevents disgruntled customers from continuing to post repeatedly, which can be a real problem with unrestricted feedback systems.
The New Norm
The new feedback norm for keeping up with social media networking feedback is utilizing a cloud help desk. Consumers demand more interactive participation with a company, and they recognize marketing copy immediately. Listening and responding genuinely to complaints is crucial. Ignoring this essential component can ruin your reputation and discredit your validity in the industry.
The choice between encouraging feedback that can build your sales or ignoring issues and hoping for the best resolution is obvious. The need for a helpdeskis a significant and growing sector that every web store must consider.
Once you have a deeper understanding of why prospects are not converting, you can efficiently optimize communication on your landing pages to boost sales. Ultimately knowing your prospects starts with collecting feedback, creating hypotheses and validating your assumptions. Cayzu has the ideal cloud help desk solution to fit your needs. Contact us today for more details.
Customer complaints are inevitable, regardless of how you streamline your marketing techniques. With increased social media presence, more companies are realizing the benefits of a help desk to enable them to flag and quickly respond to posts and mentions. Many business owners see complaint management as a time-consuming and frustrating process. However, by generating an adequate cloud help desk system and following these six steps, complaints can be resolved quickly and easily.
1. Act fast. It is tempting to put off returning an email or responding to a post or mention from a dissatisfied client, but early responses show a genuine commitment to your company. Most people do not take the time and trouble to complain, so if they do and hear nothing, they assume that you do not plan to address the situation.
2. Listen and learn. Giving unhappy customers the opportunity to talk without interruption shows understanding, concern and allows you to break through generalizations to uncover the facts. Make sure that you understand the circumstances to show that you appreciate what will help resolve the problem.
3. Apologize. Apologize for any confusion that happened, regardless of whether it was the fault of the customer or your firm. Choose your battles wisely. Even if the consumer is wrong, you do not want to lose their business. Of course, if your company is at fault, do not hesitate to take full responsibility. Stay friendly, open and thank the customer for bringing the issue to your attention.
4. Stay cool. Regardless of how reasonable you are, some angry customers are beyond calming down. However, sometimes all people want is a chance to vent their anger and frustration. Try to isolate the problem from the resolution.
5. Make it right. Often customers do not care about the cause of a problem; they just want to know what you plan to do about it. Once you clarify the compensation that the customer expects, do what you say you will do and make sure that it is done right. If customers have trouble communicating the precise nature of they complaint or how they want to resolve it, help them evaluate the pros and cons of several different solutions. Be sure to encourage more feedback.
6. Follow up. If you have not heard from the patron in a week or two, make sure to reach out to them. For instance, if you sent an apology letter with a gift certificate, try to determine if they have returned to the store and most importantly, how the interaction went. If you apologized via a social media post and did not hear back, follow up to see if there is something more that you can do to guarantee that they are pleased with your customer service. Although the criticism may have originated from a singular, isolated episode, you should make every attempt to recognize what can be done to prevent it from occurring again.
Finding Amenable Solutions
Unfortunately, preventing poor customer experiences is not always possible. However, by handling complaints promptly and adequately with a helpdesk solution that actually works, we make it possible to salvage adverse situations. Contact Cayzu today for help turning a grievance into an opportunity to outperform expectations and strengthen consumer loyalty.
Before the ubiquitous and virtually unanimous use of social media, online vendors could be lax with their responses to customers’ complaints, questions, and even to filling their orders and shipping in a timely fashion. The nexus of social media and customer service has changed all that.
Now, social media can blow-up those same complaints and questions and make them go viral. It used to be that one unhappy customer would tell 10 people; now, that same dissatisfied person can tell a million. No company wants its brand damaged by a “squeaky wheel” posting on Twitter, such as, “Hey, <BRAND>, where’s my <PRODUCT>?”—that is, after the customer has chatted or talked to the vendor with no result or their email has gone unanswered. Celebrated case study in point:
In 2009, United Airlines damaged singer Dave Carroll’s guitar and refused to compensate Carroll an estimated $1,200 for repairs because he had failed to make the claim within the company’s “standard 24-hour timeframe” [sic]. Carroll immediately wrote, recorded, and posted to youtube the song “United Breaks Guitars.” Four days—and four million youtube views—later United Airlines’ stock plummeted 10 percent. The singer wrote another song describing his experience with a UA customer service employee, with the same social media effect.
Since the incident, Carroll has been in great demand as a speaker on customer service. In 2012, Carroll published the book United Breaks Guitars: The Power of One Voice in the Age of Social Media. In 2013, the success of Carroll’s online protest was used by the German television and news service Tagesschau to exemplify a new kind of threat facing corporations in the internet age.
Needless to say, all businesses, big and small, should take heed. Obviously, the basic challenge for online companies is to put out the fire before it spreads wildly when customers post negative comments on social media. Vendors have to monitor youtube, FaceBook, Twitter, Google+ and the rest, and address these posts immediately and preempt having to launch a damage control campaign—which United Airlines because of its customer disservice to Carroll expended a lot of resources on.
The social media and customer service knife can cut both ways, however.
Social media posts can also benefit a brand if they offer praise for a vendor’s efficient response, low-cost or free expedited shipping, reliability of service or products, etc. In other words, if companies are smart they are listening to what people are saying on social media. This is where there can be synergy between customer service and marketing.
Social media users’ praises can multiply into hundreds or even thousands of users now feeling very positive about a brand overnight—all from one good word posted by a user who has a lot of friends and followers, who all have their own followers, and so on. All of sudden, the brand has gained a bunch of new customers.
Prior to the advent of employing social media to handle customer service, it was a no-brainer for online commerce to capitalize on social media as a premier marketing tool.
Just as the static FAQ feature has gone the way of the fax (once the greatest thing since sliced bread), online customer service has had to quantum-leap away from the inefficiencies of the automated telephone labyrinth, automatically-generated “no reply” emails, and the submission of a contact form. Next to outsourcing labor, the greatest lament of the rise of cyberspace commerce is the disappearance of the human customer service representative. Companies which afford this now luxury to their customers have a leg up on their peers and competitors. Check out Patagonia for a grand exemplar of this once absolutely necessary communication channel.
The perception is almost ironic that customers today reap the benefit of a personal interaction with a vendor if the latter responds via electrons and pixels of social media. Yet this dislocated correspondence is considered to be one of the advantages that businesses gain by such communiqués.
Where the rubber hits the road, also, is that customers want to be responded to in kind when they post to social media. If customers tweet their complaints, for instance, vendors have to serve those customers by tweeting their responses.
Other advantages, when an online business monitors social media 24×7, is the immediate response, for both customer and vendor. Consider that customer service begins the very moment a web surfer comes to rest upon the sands of a site. They might want to buy something the vendor sells, but first they might need to ask a question about it. If the site doesn’t have a way to answer immediately, the prospective customer may know or at least hope the business has a social media command center as alive and present as Gatorade Command Central, for example, and they will immediately post their concern on social media.
People want answers now—not when a chat feature is live again tomorrow. This is especially true when people are on the road, planning to travel, or having technical difficulties—it may be now or never for your business: people will spend their time looking for another brand.
Most especially with social media, companies must be aware of the high visibility of the quintessential digital public space. Past, current, and potential customers; competitors: “everybody” is watching. This is where the edge of the social-media-customer-service blade can cut for the vendor, though, if it handles things excellently. In order to do that, again, continuous monitoring is a sine qua non.
Fortunately for those online brands just getting their feet wet in the social-media-customer-service command center waters, they don’t have to start from the original models of 24×7 Armed Forces readiness, law enforcement 911 centers, or FEMA. They need to look no further, Cayzu Help Desk simplifies the potentially infinite amount of confusion surrounding the marriage of social media and customer service.