Online chat and a knowledge base are two critical channels for improving customer service that is not available in the usual email clients. This article will cover eight support services and which teams they are suitable for.
New innovations for the Usedesk service, available since November. New features for Usedesk users from updates.
A detailed case study from BXB on how they implemented Usedesk and increased work efficiency.
New innovations for the Usedesk service, available since October. New features for Usedesk users from updates.
Everyone knows how difficult it is to write a compelling cold letter. But why reinvent thewheel when there are powerful formulas out there that can dramatically improve response rates? We've already covered how to respond to customer emails. This article will give several working cold letter formulas with examples that can be used alone or combined. Try it, test it and get more feedback.
Telegram buttons, direct replies to Instagram comments under posts, filters in the chat report, an improved form for starting a dialogue in WhatsApp and Viber, additional system tips, and other updates for the desktop version and the application. We will tell you what you can use right now.
Additional protection for your accounts, feedback in the Instagram Business directive, marks in replies to stories, the ability to initiate a conversation in Viber, more convenient work with templates in WhatsApp Business, and many other updates. We will tell you what you can use right now.
It is easy to lose clients at any stage – from the first meeting to contacting technical support. Let's analyze the situations when this happens – obvious and not so obvious. And to make it more transparent, let's do it in a comedic way, in the form of harmful advice.
Immediately after the quarantine announcement, the guys from the online education service for schoolchildren were inundated with applications. They urgently set up triggers in Usedesk, with the help of which they cut off some of the tickets and unloaded the agents.
Personal messages in the official Instagram business account, new opportunities for analyzing the report on agents, quick creation of similar rules and a bunch of other updates for the desktop version and applications. We will tell you what you can use right now.
After realizing that their old HelpDesk system was no longer coping with its client’s requests Beeline announced that it was looking for a new HelpDesk to support them. After filling all their requirements Usedesk was chosen and in three years' time with our help Beeline managed to close all tasks and clase all open tickets with our innovative platform.
Home appliance manufacturer Haier set a goal for themselves to create the fastest possible support service for their online store and after-sales service and have succeeded in doing so. If you have similar tasks – this case study is for you.
New features for Usedesk users
Any company that can build its brand on exceptional service will increase its value by at least 25%. In reality, it can be 100%, 400%, and even more. To back up this claim, just look at well-known companies that understand and actively use the power of exceptional customer service.
90% of our clients encountered no-reply letters in their work, and we found a solution. I'm telling you what's what.
The creators of applications, widgets, and accounting systems for fitness clubs, sports schools, and studios actively develop in their niche. They are very creative guys, so often, their wishes go beyond the standard functionality. Unfortunately, they could not get through to the support of the old helpdesk system, so they fled to Usedesk. The head of the technical support department Alevtina Serebryakova told how they got used to it, what tasks they had already successfully solved and what else they would implement to make the level of customer support even higher. Catch ready-made working life hacks.
Any tech support person will tell you that the most challenging part is working with high-powered customers.In the article, we reveal our secrets and give step-by-step instructions for four typical situations.
New Features for Usedesk Users
In April, we launched updates that make it easier to work with the system and help grow your business. We continue to update and refine the service to maximize the convenience of our customers. We will tell you what you can use right now.
The guys from Krasnodar have proved that using Usedesk is limited only by the user's savvy.
You spend tons of money on marketing, advertising, and content to get people to visit your site and ask a question. And so a potential client finally asks the support about the tariffs or the characteristics of the product. Your employee gives a specific answer and carefully sends a link where you can find more information. Congratulations, chances are you just lost a customer.
We stopped at Usedesk for two reasons: the users' responsiveness and the simplicity of the solution. If we had to resolve some issues with other companies in the format of correspondence by e-mail, then with the employees of Usedesk we were constantly in touch in Telegram. He very quickly and responsively came to the rescue.
Alexander Drozhnikov, head of the e-commerce department, told how the company gathered all this in a heap, structured and set up effective customer feedback.
With the connection of Usedesk, the support center has finally become genuinely centralized.
With the advent of Usedesk, we had a parameter - load distribution by hours. Usedesk allowed us to make automation at a superficial level, and again, we could change specific parameters and see what percentage of automation widget.
"Usedesk is a wonderful product that allows for the most lively dialogue with the client."
ROYAL CANIN® offers healthy food for pets. The company motto is "Knowledge and Respect."
“In two weeks of implementation, the team began to respond 3 times faster. Now the client receives an answer on average in 1.2 hours "
"We consolidated customer communication channels, categorized appeals, set up workflows - all of which had an impact on response times."
ABOUT CENTRALIZATION OF CLIENT SERVICE, REGULATED PROCESSES AND WORK IN A TEAM OF MUSICIANS
"We were able to automate 35% of incoming requests from our clients. The response time to clients has been reduced from 2 days to 10 hours"
Usedesk helps us to respond quicker, react better, and more - that's important. It's enjoyable. And all the wishes that arose while working with you, quick or not, were fulfilled.
"You can unload almost any information you're interested in from Usedesk. With the help of tags, pull out exactly "what you need." CSI - shows how the client treats us, helps identify our weaknesses, and quickly closes them.
Kolesa Group is an IT company ranked first in Kazakhstan among online classifications. "Now we are called Customer Care Service. Because for us, this is not just a support department, it is a department that takes care of users."
"For us, Usedesk servis as not only a ticketing system, but also a CRM system, so that we can see the history of customer requests, the history of orders, and quickly navigate through it. It's a cool thing."
Before Usedesk, Detsky Mir's customer service had no ticket system, no reports, and no order. But there were 10,000 unanswered e-mails from customers and a hunch that change was coming.
"We've put our mail-in order. Now we see every status and understand if we helped or didn't help a person. We didn't have that before. The next step is to automate and speed up first response time with the service."
Based on Usedesk reports, we see what exactly users do not like and where we should improve the product
Well, at least somewhere snowdrops should appear. March, after all! Until then, enjoy ours:
Mobile application, stickers from Telegram and WhatsApp, new SDK improvements for iOS, Android, and much more
We tell you how to identify and communicate with each type of client and give examples of good and bad dialogues
We work in an active mode, and even though there are only three working weeks in January, we are not lagging behind our plans.
We make the request card looks better, added sorting of active chats by the response time, and the widget now has automatic chat initialization
Typical situations when support specialists themselves provoke customers
We're pumping up the actions in the rules, working at full speed on the SDK, working on the chat interface and much more
Customers call support and ask to add one more button or additional field. Does this situation sound familiar?
WhatsApp Business (yes, yes, they added something again), the counter of viewing articles in the KB and putting in order the system of rights
At the initial stage of our support, we did not analyze the mistakes that are not obvious to beginners: negative feedback from customers, compensated for their losses, once almost lost a client at all. We know from experience that there are many ways to spoil a support relationship, but there are three keywords that can negate all your attempts to establish quality customer service. This rake is stepped on by almost all companies that work closely together.
Keep a selection of useful phrases for the most popular obscure situations.
From e-mails and tables to automation: how an online bet service reduced the response time by 5 times and cut the cost of request processing by 3 times using Usedesk.
Today we're going to look at 10 typical customer support emails and tell you how to write a custom support response that customers will love.
Harsh words are not always a sign of a problem. Complaints are not still a sign that you are doing something wrong. But to avoid burying a tremendous amount of feedback, give importance to every message. Often a negative experience can be a lifesaver and turn into an opportunity. Being able to evaluate and adequately address customer complaints is key to making that happen.
Three popular approaches to templates and insight - how clients in Usedesk use templates in their work
It's time to make some tea and get comfortable - today, I'll tell you in detail how to bring your support team to a single standard by using SLA.
How the fintech company MoneyMan automated 35% of the requests and increased its CSI by 10% over 3 months using Usedesk
Breakup recommendations for toxic customers
Which indicators can be trusted and what to do with them next
How UseDesk helped a Moscow-based bycicle rental company speed up responses by 6 times
5 lifehaks for complicated cases
Learning the customer support science is similar to learning any other skill: you are learning by doing. Reading books is certainly helpful, as well as watching someone swimming and trying to imitate. However, if no water goes up your nose, knowledge from books will not help when you start sinking
How the payment processing company got its support organized and stopped worrying about lost emails
How to say sorry to customers without making them angry
Why it is dangerous to say "no" to a customer and how to get out of the situation, when a customer asks for something you don’t currently have
Handle delicate situations with grace
To simplify HelpDesk implementation, review a cheat sheet below. Go through the checklist to make sure you do not miss anything
Keep track of your performance
Main causes of poor customer support service
How a Fin-Tech Company MoneyMan Automated 35% of Responses and Improved the Customer Satisfaction Index by 10% with the Help of UseDesk within 3 Months
We collected some stories about the most common evil tickets that we have seen
On average, 1 in 5 unhappy customers mentions the attitude of support agents and long delivery time among the reasons contributing to bad impression
Moscow bike rental Velobike started using UseDesk after we had criticized their support in our blog. The article appeared just in time – it turned out that their Support department was looking for a system to work with requests. The CEO of Velobike contacted with us and we agreed to implement the service.
Why you should categorize the requests, and how to get started if you've never done it before
How to lose your clients due to the terrible support
How to find an appropriate approach to your customers