Monday, May 4, 2015

The New Mojo Helpdesk is Coming Soon!

We’re excited to announce that Mojo Helpdesk is being completely redone from the ground up. The Mojo gurus have been working behind the scenes to develop the next generation of Mojo Helpdesk to make it even more user friendly. Well, we’re happy to share that they have masterfully taken “simple” to the next level. 

Here’s what you can expect with the new Mojo Helpdesk

While the current user interface is easy to use with basic functionality, we felt as though it could use a complete renovation, and that is exactly what we did. The new Mojo Helpdesk experience will have a new up-to-date modern functionality that's super fast and incredibly easy.

Here’s just a few of the changes we’d like to share

Super Fast Single Page Application
No waiting, no delays. The new Mojo Helpdesk is lighting fast so you can move as quickly as you need to.

Responsive Interface
The new design makes it easier to use Mojo Helpdesk on any type of device. You can easily view your help desk without having to adjust any setting or zoom in and out to navigate the system.

New Capabilities in My Assignments
You can now filter by status and queue, sort by the date a ticket was created, last updated, and based on priority. Another great new feature is the ability to quickly comment on tickets in bulk that require the same response.

A New Look That Will Have You Smiling
Whether you’re enjoying the new customizable views, dashboard, easy to view admin section, or awesome video clips (you might run into from time to time), Mojo’s new up-to-date interface will put a smile on your face. 

Here are some images of the new Mojo Helpdesk (in development and still evolving), but we couldn't wait to share some exciting stuff that's in the works...

New Dashboard

Easy to View Admin Section

Access denied page (you might not have access, but you will have a laugh): Check out the video here

We can't wait for you to see the new design the Mojo team has been working hard on. Once we are ready to share the new Mojo Helpdesk, we will shout it from the rooftops (aka send out a newsletter and post on social media), sign up to receive our newsletter here or follow us on Facebook or Twitter.

Check out the Mojo team working on some Mojo stuff.

Friday, April 17, 2015

4 Mistakes Killing Your Customer Service

Using help desk software is the first step in ensuring you have a great customer service process, but if you’re making these mistakes, you may be killing your service instead of helping it:

1. Transferring Customers to Multiple Representatives

Making your customers transfer to several representatives to solve a problem is a sure way to keep them dissatisfied. While you may be thinking about internal division of processes, all they are thinking is that it’s a waste of their time.

Instead of making them wait over and over, give your employees more access to fix problems the first time customers ask. This will not only make your customers happy due to quick resolutions, but it also speeds up your processes.

2. Making Customers Explain Several Times

Even if you eliminate as many transfers as possible, you’ll still have to send a customer to another representative some of the time. When you do this, you’ll frustrate the customer even more if he or she has to re-explain the issue to each new representative.

Instead of making your customers explain problems many times, train your employees to keep good notes right in the ticket software to ensure your representatives can seamlessly transfer customers without further frustrating them.

Not only will your customers feel better because they don’t have to explain the problem again, but they will appreciate that your company cares enough to save them the trouble. It will also keep your agents informed of issues before they get on the phone so that they have a plan to quickly resolve the issue when they begin talking to the customer.

3. Not Keeping Track of Resolved Issue

You know what one big difference between decent customer service and great customer service is? Remembering the problem.

It’s really easy to finish a service request, mark a ticket as resolved, and forget the issue ever happened, but the problem is that your customers won’t forget. In fact, if they have multiple issues, they may become frustrated that you don’t know that.

Instead of thinking of resolved tickets as information that is no longer necessary, make sure your agents have access to prior information they can look up when working with customers again.

Not only will this make your customers feel respected, but it also gives your agent more information to work with when deciding how to resolve an issue.

4. Not Asking for Evaluations

If you aren’t asking your customers how your service is, you’re missing a huge opportunity to improve your work.

Customer evaluations help you monitor your system and service agents’ performance, and giving customers the chance to give their opinions goes a long way in making them feel valued.

You can offer service evaluations in follow up emails, on your site, or even directly on the phone. There are so many easy ways to ask one or two questions about your service that it would be silly not to do it.

The Bottom Line

While your help desk will simplify your customer service process, it can only do what you let it. Don’t miss out on these extra capabilities that will keep your headaches to a minimum and keep your customers happy.

Tuesday, April 7, 2015

Deprecated Status: Assigned

We recently made a change in Mojo Helpdesk to the ticket statuses. Back in March we changed the functionality so that ticket statuses were independent of the actual ticket assignment. Now in an effort to streamline the support process we have removed the 'assigned' status. Our goal is to always keep things simple and we feel the 'assigned' status doesn't serve a purpose any longer.  

There are two main reasons for this change: 

1. When a new ticket is first assigned to an agent, the ticket will reflect 'new' status. An agent will receive an email that the ticket has been assigned to them, but in their 'My Assignments' list, the ticket will display as 'new' rather than 'assigned'. This helps an agent define tickets that are assigned to them but have not been worked on.  A ticket should be placed 'in progress' by the agent when they start actually working on the ticket.   

2. When a ticket is un-assigned or re-assigned, the ticket should retain the status of the previous agent. For example, if an agent leaves on vacation and un-assigns their tickets for other agents to pick up, the tickets should still reflect the original ticket status such as 'information requested' or 'on hold'. 

How does this change affect my tickets that were in 'assigned' status at the time of the change? 

We have defaulted any tickets that were in 'assigned' status to an 'in progress' state. These tickets will still appear in the 'My Assignments' list under the category Tickets I am Working On. 

How does this change affect automations I have filtered by status = assigned? 
Automations will still execute on assigned tickets. A​ny automation ​filtered by the 'assigned' status will need to be recreated using the ​'Is Assigned​?' filter. Please check your automations to be sure they are working correctly. 

If you have any questions or feedback about this change, please submit a ticket in our help center.

Thank you, 

The Mojo Helpdesk Team 


Wednesday, March 18, 2015

3 Reasons Why Customer Satisfaction is the Key to a Successful Business

Are you making customer satisfaction a priority? If your company is only focused on customer support instead of creating satisfying interactions, you may be missing out on one of the best resources for your business.

Here’s why:

1. You Build Trust

Customers seeking support are already unhappy or annoyed, but simply resolving a request may not be enough to salvage the relationship. Customers want to trust your business, and customers who experience issues already have a reason not to trust it.

Customer satisfaction is about more than just providing customer support to resolve technical issues. It’s about creating a consistently positive experience with your brand.

Satisfied customers are ones who observe a pattern of positive interactions, making them trust your brand. Customers who trust your brand are repeat shoppers who love your business and go out of their way to support you.

But how do you build trust? One way to build customer relationships is by continuing to satisfy your customers beyond each service experience.

Rather than just answering every request as efficiently as possible, agents should also be asking customers about other potential problems or how pleased they are with resolution to ensure that there aren’t other issues that are potentially causing your customers to form negative perceptions of your business.

While this is a small step, your customers perceive that their feedback is important, and you resolve other potential issues while forming a positive emotional connection.

2. You Make Customers Feel Valued

When your company makes customer satisfaction the focus instead of customer support, you stress that it’s people that are important rather than tasks.

To make customers feel valued, they should be treated as if every problem, even the most routine request, is unique and valuable to your business. This can be done by something as simple customizing messages to each customer and treating the interaction like a conversation instead of a task list.

Additionally, each customer should feel like his or her request is a priority by ensuring that issues are resolved quickly and with as little corporate “red-tape” as possible. One way to achieve this is to streamline processes to eliminate barriers to quick resolution.

Every support issue is an opportunity to turn a dissatisfied customer into one of your biggest supporters. Someone who has a negative experience turned into a positive one will be highly likely to share his or her positive experience with others.

3. Your Customers Boost Your Business

Your customers are your best sales and advertising tools, and if you aren’t making the most of every service opportunity, you’re missing out on increased sales.

Think of it this way: You’ve already convinced your customers that they need your services. Generally happy customers won’t complain, and they probably won’t go out of their way to support your business, but customers who feel wronged communicate about their experiences more often.

Negative reviews can be extremely damaging in forming new customer relationships, but positive service experiences that resolve bad situations can be your best selling tools.

While a quick resolution may help appease a dissatisfied customer right away, the customer still remembers the inconvenience and probably won’t be giving you rave reviews. If you take extra time to genuinely satisfy customers with problems, they will remember the way they were treated and go out of their way to support you because you formed an emotional connection with the experience.

Satisfied customers are more likely to increase sales for your products through repeat purchases and referrals to other customers who are looking for a great product and experience.

When you’re looking customer support options, don’t just focus on issue resolution. Focus on customer satisfaction, and you’ll see a more profitable business.

Why do you think customer satisfaction is a priority for businesses?

Wednesday, February 25, 2015

3 Ways You Can Track Data to Improve Customer Service

Your helpdesk gives you more than an easy way to resolve customer issues. Tracking reports also provide you with valuable data that can give you insight into your biggest customer service hang-ups.

Here are 3 ways you can use data your system already collects to improve the productivity of your agents and the level of service you provide your customers:

1. Repeat Requests

If you’re getting repeat requests for specific issues, have you checked your Knowledge Base?

Start by checking that the request is included in your troubleshooting guides. If the issue is included in your Knowledge Base, is the language clear, and does the page use search terms that make it easy for users to find?

When you receive many requests for an item in your Knowledge Base, your customers may be trying to tell you that your content is ineffective.

Another easy way to track the effectiveness of your Knowledge Base content is to check your article ratings. For example, Mojo Helpdesk allows users to rate the helpfulness of each article, and tracking user ratings can tell you where you need to focus on better support content.

When you’ve determined that your informational articles may not be as helpful to your customers as you thought, you can make quick fixes and cut out repetitive work for your team. 

2. High Number of Open Tickets 

If your tickets are taking too long to process, not only are you further frustrating already annoyed customers, but you’re probably also reducing employee productivity.

A large number of open tickets on your Ticket Aging Report could mean that you have an issue with your team training, or that your team doesn’t have the right resources to quickly address issues.

It may also indicate that your solutions are requiring too many escalations, meaning that your processes are creating unnecessary workloads and unnecessary customer frustration. Can you eliminate escalations by increasing access privileges or by removing unnecessary users from the workflow?

Ensuring your team has the right training and access eliminates many roadblocks to great service, so don’t forget to ask them what would help them with the process when you’re trying to pinpoint the issue.

3. Hung Up on Quick Fixes

If your helpdesk receives requests for a ton of easy fixes that only take an agent a few quick clicks to resolve, you may need to automate some processes so that they can spend more of their time on higher complexity issues.

Easy fixes, such as password resets or unlocking locked accounts can often be automated and will keep your employees focused on difficult situations that customers can’t resolve on their own.

Empowering your customers to quickly fix their own problems will also make them feel like the solution is less of a hassle. This perception and reduced wait times for resolution will greatly improve your customers’ opinions of your support.

Improving customer service doesn’t have to be a difficult process. Utilize the tools you already have available to make your business more productive for your staff and your customers.