Monday, June 22, 2015

The New Mojo Is Here

It’s finally here! Mojo Helpdesk has been completely redesigned from the ground up with a faster more user friendly experience. The Mojo team didn’t stop there. Behind the scenes, the Mojo gurus have been working to add new features, improve the overall experience, and re-engineer the Mojo Helpdesk app so you can access it on the go.

With the next generation of Mojo, the new and improved experience is so simple that it makes it even easier to connect with customers and manage internal requests.

Existing customers can click 'Try New Mojo' under the Mojo star to use it. New customers will automatically be signed up on the new Mojo Helpdesk.

Check out Some of the Features That Have Been Added to the Mojo Experience

Brand New User Interface
New user interface with incredibly easy-to-use features that take "simple" to the next level.

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Lightning Fast
Superspeed single page application to increase productivity and eliminate delays. The new Mojo Helpdesk is lightning fast so you can work as quickly as you need to.

Responsive Design 
Super responsive interface for full functionality on any device. If you need to access Mojo Helpdesk on-the-go, you can easily view you help desk without having to zoom in and out.


New Pick Box Feature 
The Pick Box feature allows agents to instantly assign tickets to themselves or other agents with one click. Helping to speed up processes and get customers the answers they need in an instant.

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Leaderboard Feature 
With the new leaderboard feature easily access the performance and rank of each agent by clicking on the My Mojo star. Filter by agents, queues, and groups to clearly see top ranked performers.

User Defined Custom Views
Ticket lists can be filtered by specific criteria and saved as a view on the user interface for instant access.

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New Admin Page 
The new Mojo Helpdesk admin page allows streamlined access to Mojo Helpdesk settings and reports. Access to the settings is based on the user role.

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Knowledge Base Quality Stats
The Knowledge Base now displays customer satisfaction ratings for each article. The Knowledge Base will calculate a positive feedback percentage for your entire Knowledge Base so you can see if your articles are helping customers or needing help themselves.

Keyboard Shortcuts 
Mojo Helpdesk now sports its own keyboard shortcuts. Create a ticket or navigate to a ticket list without touching the mouse.

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Ticket Support for Markdown 
Ticket messages are not just plain text anymore. Use Markdown to create rich text in your ticket messages.

Ticket Lists: Simple and Detailed View
Ticket lists will be simple by default, but clicking on the detailed view will display more information in your ticket lists, such as the due dates and solved on dates.

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New Formula to Calculate Customer Satisfaction (Mojo Number)
Mojo now calculates customer satisfaction by averaging the ratings on tickets over the last 30 days, rather than just the last 30 tickets. This will give a more dynamic reading of your Mojo score.

User Profile Pictures
Mojo Helpdesk uses your globally recognized avatar as the user profile picture in Mojo Helpdesk. The user just needs to upload their photo to Gravatar and voila, it appears in Mojo.

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Built-in Bug Reports 
Send feedback and report bugs in the new Mojo by clicking the ‘Bug Report’ link in the settings
drop down. This form submits bug tickets straight to us for fast resolution.

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Ticket Close & Lock Feature
We made closing and re-opening tickets easier to manage by moving the close ticket function to the ticket view, away from the other statuses. Now if you need to close or re-open a ticket, it's more intuitive.

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New Plans & Pricing 
Mojo Helpdesk now has 3 simple plans to choose from, the Mini-me, Professional, and Enterprise Pro plans all have different features and pricing to support any businesses needs. All plans are priced per agent per month so your business can select the best plan and pricing no matter what level of support is needed. 

To stay up-to-date on any Mojo news follow us on Facebook and Twitter

New to Mojo Helpdesk? Sign up to try any plan free for 30 days. 

Friday, June 19, 2015

The New Mojo Helpdesk is Almost Here

We recently shared exciting news that the new Mojo Helpdesk was right around the corner. Now, we're excited to announce that we will be launching on Monday. The Mojo developers have been working behind the scenes to create a completely new and user-friendly UI for your business. The new and improved Mojo Helpdesk will bring a whole new level of simplicity right to your desk.

What's New
  • A brand new, easy-to-use ticketing experience.
  • Super Fast Single Page Application with zero delays.
  • Responsive interface to adjust to all devices.
  • Awesome new look that will have you smiling.
  • New Capabilities in My Assignments.

If at any time you want to switch back to the current Mojo Helpdesk, the good news is, it's only one click away. Not to mention, there will be no change for the end user, your customers won't even notice the slightest change.

We can't wait for you to see the new Mojo design on Monday! To stay updated on all Mojo news, sign up to receive our newsletter here or follow us on Facebook or Twitter.

Check out the new Pick Box where Agents can quickly access tickets.

Wednesday, June 10, 2015

How To Fix Customer Service Interactions Gone Wrong

No matter how good your customer service is, sometimes those interactions will go wrong.

Maybe you can’t fix the problem or maybe the customer becomes angry and your agent doesn’t know why. These things happen, but instead of writing them off as bad experiences and moving on, take the opportunity to try to fix the problem first to salvage the customer relationship.

Here are some ways you can try to fix the interaction:

1. Stay Calm and Start Over

One of the trickiest parts of customer service can be staying calm when the customer is angry or yelling. By training your agents to stay composed, you can fix a lot of problems before they escalate further.

When a customer becomes angry, train your agents to take a breath and ask the customer to start over from the beginning.

That may sound counter-intuitive, since the customer is already angry, but your agents should stress that they want to start over to ensure they understand the problem so that they can try every option available to resolve it.

The customer will appreciate the effort to understand, and retelling the story will give your agents a moment to breathe before trying to find another solution.

2. Really Listen

Teach agents shouldn’t listen to the customer’s complaint while working on another project. They need to really listen. They may find that the customer isn’t describing the problem that they thought, or may give new details they didn’t hear before, and a whole new list of options may open.

A great way for agents to show they’re listening and get the best details is to ask questions that summarize what the customer is saying, “So you’re saying…” or “Let me make sure I have this right…”, this will put the customer at ease because they know your agents understand the problem. 

And let’s face it, customers may not always explain their problems eloquently. This gives them a chance to rephrase issues that your agent may not have understood the first time.

3. Try to see from their perspective

One of the best ways to empathize with your customer is to try to see the problem from his or her perspective. Is a software problem impacting his or her business? Is not having an item in stock affecting a gift your customer needs to give soon?

While many problems don’t seem huge from the customer service side of things, if your agents imagine themselves in these positions, they instantly understand more of the frustration of the customer, and this opens up creative alternative solutions that may indirectly solve the problem.

If that item is still out of stock, maybe agents can help the customer find a new one, or maybe they can help him or her find a way to work around the software problem until it can be fully resolved.

4. Make It Right

The obvious solution to customer service problems is to fix the problem, but that isn’t always possible.

If the problem seems unfixable, don’t just give up. Try to improve the situation by trying alternative options, or offer the customer some other solution or benefit, such as a discount on future services or a replacement item.

While it may not be the ideal solution, it shows the customer that he or she is valued and your business does what’s right.

If the problem isn’t immediately solvable, commit to finding a solution and let the customer know your team is working on it in the meantime by giving commitment dates for follow up conversations on the progress of the problem.

5. Talk through the steps

Many frustrations in customer service stem from the customer’s perception that agents aren’t doing anything to help. If your agents talk through the steps they are taking on to try to resolve the problem, customers are often satisfied that something is being done for them.

Many times, customers just want to know that you’ve tried everything. Instead of silence, let the customer know what materials are being referenced, or that the agent is communicating with a manager to find options.

This way, your agents can also show the customer that they are working hard on the issue, even if they can’t resolve it.

You Can’t Please Everyone

Some customers can’t be pleased and it isn’t the agent’s fault.

Often, angry customers are not really angry because of the problem. The issue is the final straw in a messy situation or the complicating factor when life is hard. So make sure your agents knows not to take it personally if the customer can’t be satisfied and every option has been tried. Sometimes you really do have to just move on.

How do you resolve difficult customer situations?

Monday, June 1, 2015

Sign up to try the New Mojo Helpdesk

We recently announced that Mojo Helpdesk is being completely redone from the ground up.  We are now excited to share that private beta testing has officially begun! We invited a few Mojo customers to be the first to try the Mojo Helpdesk and give us their feedback.

Here’s some feedback we’ve gotten so far….

“I love the new Mojo, it's definitely a step up and is really making a difference in my work day!”

As the second stage of beta testing, we would like to invite YOU to try out the new Mojo Helpdesk. It’ll give you a chance to experience the new Mojo Helpdesk firsthand and you can also see why we’re so excited to get this in front of you. The great part is, if you need to switch to the current Mojo Helpdesk at any time during testing, you can easily do that...not that we think you’ll want to. Also, there's no change for the end user, so your customers won't know anything has changed.

If you’re interested in trying out the new Mojo Helpdesk, please contact us and we’ll get you setup. Also, stay tuned for more information to come about the new Mojo Helpdesk, we’ll be sending regular updates leading up to the launch to keep you informed. So be sure to follow us on Facebook or Twitter, that’s where we’ll be announcing the awesome things to come.

Checkout another screenshot below of the cool stuff the Mojo gurus have been working on...

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.