Regardless of the many tools on the market that are advertised as essential to the customer service process, anyone in customer service knows the #1 customer service tool any business can employ is a competent, happy, customer support team. It’s...
Clarifying Customer Concerns
A customer service representative must hone a great number of skills to become outstanding at customer support; the ability to communicate well with customers is easily one of the most crucial. Effective communication is especially challenging when working with a...
Tip of the Week: Sending Text Notifications of New or Newly Assigned Tickets
Did you know that it is possible to send someone a text message from an email? Basically, every cell phone number can be sent an email that will be converted to a text if you know the correct email address...
Why Social Media Can’t Replace a Help Desk
With the endless proclamations of how crucial social media is to business, a discussion of its difficulties and limitations often gets lost in the hype. Use of socialmedia in customer service certainly has value and shouldn’t be neglected, but there’s...
Tip of the Week: How to Multi-Select from the Automation Drop-Down Filters
This week's tip is a simple one, but can save time and frustration if you are unsure how to do this. Often, when creating an automation, there is a need to include more than one company, priority, status, or queue...
Top 10 Go To Words for Customer Service
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...