As previously discussed, striking the right tone during customer service correspondence is a crucial component of ensuring a positive customer experience. Customer service professionals learn certain words over time that, when used regularly, create the right tone to present the...
Tip of the Week – Creating SLAs to Track Customer Satisfaction
Service Level Agreements help organizations measure response time and customer satisfaction. Defining SLA targets is a simple feature to set up in Mojo Helpdesk and can help you set goals and track your support team’s success. To set up SLA’s...
5 Key Lessons for Customer Service Training
Once a company finds the perfect fit to join the customer service team, the first few days and weeks on the job are a crucial period for equipping the new hire with the knowledge needed to be an exceptional customer...
How to Take Control of a Customer Service Call
Every so often, the role of a customer service representative can veer uncomfortably towards that of a therapist. For some people, when upset, the knowledge of someone on the other end of a phone line that’s willing to listen is...
Mojo Helpdesk Features Update – 03/05/2012
This past Saturday we rolled out a couple of new features to improve the Mojo Helpdesk experience for both users and customers. New Features: 1. Attachments are now allowed on tickets created by unregistered users. Previously when tickets were submitted...
Tip of the Week – Limit Ticket Submitters’ Queue Access Rights
Did you know that you can control what queues ticket submitters can view? This can be very important when providing service internally as not all departments should have access to other departments' ticket queues. It can also be used to...
Turn Negative Social Media Feedback into a Customer Service Opportunity
By now, few companies haven’t been inundated with articles, anecdotes and myriad information resources insisting on the undeniable importance of social media to doing business. Not all businesses have been quick to buy into the hype. It can be difficult...
Tip of the Week: Using the Mojo Widgets to Track Customer Satisfaction
The Mojo Number can be very helpful in identifying the team members that are providing superior customer service and the ones that need a bit more mentoring. For support representatives, it provides feedback on their performance. To make it easier...
How to Pick the Right Help Desk Software
The business landscape is overrun with products promising solutions for a better-run business. A good sales pitch or impressive idea might tempt a company to purchase a product that fails to satisfy their needs. A help desk is supposed to...
Tip of the Week: Bypass the Google/Yahoo Sign-On By Adding a Login to Your Portal Homepage
We made it easy for users to login to Mojo Helpdesk by providing single sign-on through Google and Yahoo. For many companies this is a welcomed feature. However, some companies prefer avoiding this as it requires users to login with...