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.

Monday, December 22, 2014

Fixed: DNS Connectivity Issues with Rackspace

****RACKSPACE UPDATE 22 December 12:56 CST****

Our engineers have fully resolved the impact to our DNS infrastructure. After blocking the majority of the inbound DDoS attack earlier in the morning some DNS servers that were sending both legitimate and DDoS traffic to Rackspace were blacklisted. Further investigation and alteration of our mitigation profiles resolved the last remaining issues at 12:15CST. If you continue to experience adverse impact, please reach out to your support teams and provide trace route information for further investigations. Additional details regarding this incident will be made available upon the completion of our Root Cause Analysis.

DNS Connectivity Issues with Rackspace

We use Rackspace managed cloud services for hosting Mojo Helpdesk and today Rackspace announced an incident that might affect accessibility to some Mojo Helpdesk accounts. Not all helpdesk accounts are affected, but please be advised of Rackspace's current system status:

"We are monitoring a connectivity issue impacting our DNS environment that began at approximately 01:10 CST December 22nd. Our engineers have taken steps to mitigate impact from this issue, however some of our customers may continue to experience intermittent periods of latency, packet loss, or connectivity failures when attempting to reach or subdomains within This may also continue to impact customer DNS resolution during this time. Our engineers are engaged and continuing work to stabilize the environment."

Thank you for your continued patience as we work to resolve this issue. If you have any further questions or concerns, please contact a member of your support team.

Friday, September 12, 2014

Mojo Helpdesk ​New Feature Release: Rate Tickets by Email

Do you want to know if your agents are making your users happy? 

We are happy to announce the ​'ticket rating by email' feature is now available.

How does it work?

When a ticket is closed, Mojo will send an email to the ticket creator. The recipient can click a link and enter a satisfaction rating.

This feature is disabled on existing accounts and enabled for all new accounts created starting today.

Existing accounts can enable this feature by completing the following steps:

  • Manage > All Settings > Configure Mojo Helpdesk > Change > Miscellaneous Settings
  • "Send rating email" = Yes
  • Save  ​

Tuesday, August 5, 2014

In Case You Missed It.... Label Changes

Recently Mojo Helpdesk has implements a few minor changes. Here is one you might have missed.

Previously, when creating a ticket, the field labels were located to the left of the text box. This minimized the visible text space, which would cause text wrapping.

Now, we have changed the labels to be place above the text box. This allows users to keep track of more content that they have entered and better describe the issue that they are in need of assistance with.

Details do matter and here at Mojo Helpdesk each detail adds up to a better support system for you.