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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 rackspace.com or subdomains within rackspace.com. 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.

Tuesday, July 15, 2014

July 19, 2014 Scheduled Maintenance

Mojo Helpdesk will be performing a planned system maintenance:

Maintenance start time: July 19, 2014 5:00 PM CST (July 19, 11:00 PM GMT)
Maintenance end time: July 19, 2014 8:00 PM CST (July 20, 2:00 AM GMT)

During this maintenance window we are expecting to have a planned downtime of approximately 1 hour which is expected to take place sometime between July 19, 2014 6:00 PM CST (July 20, 12:00 AM GMT) and July 19, 7:00 PM CST (July 20, 1:00 AM GMT). As a result, the helpdesk will be unavailable and emails sent to the helpdesk during this time will be delayed until helpdesk service is restored. 

If you have any questions, please feel free to contact us at help.mojohelpdesk.com.

Thank your for your patience and understanding.

The Mojo Helpdesk Team