When companies are hit by a product quality issue they can either try to confess it publicly or to hide it. Apple tried the latter regarding its iPhone 4 poor reception problem that was confirmed by Consumer Reports. How did they do it? By deleting message threads that mentioned the problem in its support forums. Since then Apple has acknowledged the problem and provided iPhone cases to alleviate it.Monday, 20 September 2010
When companies are hit by a product quality issue they can either try to confess it publicly or to hide it. Apple tried the latter regarding its iPhone 4 poor reception problem that was confirmed by Consumer Reports. How did they do it? By deleting message threads that mentioned the problem in its support forums. Since then Apple has acknowledged the problem and provided iPhone cases to alleviate it.Thursday, 16 September 2010
We are glad to announce that Mojo Helpdesk is now available on Google Marketplace. Organizations using Google Apps can now add Mojo to their Google workspace. When Mojo is integrated in Google Apps, you can:
- Use your Google password to login to Mojo (single sign on)
- Navigate seamlessly between Google Apps and Mojo
Here is how it looks when it's installed:
Mojo Helpdesk can be installed to Google Apps in a few clicks via Google Marketplace - learn more
Friday, 10 September 2010
It’s “go” time, and you’re on the spot to respond to a client’s question. Do you have the answer at the ready? Do you need to ask someone, search the intranet, call them back, or worse, forward them to another person?
To answer questions the fastest possible way, keep answers of common questions handy on printed paper. Yes, paper: the old fashioned way. For example, print the company price list, return policies, shipping costs, current promotions, etc.
While it isn’t always possible to have all the answers taped to the wall, having some FAQs prominently displayed will allow you to be the quickest responder.
This tip is part of our tip series to help businesses improve customer service.
To answer questions the fastest possible way, keep answers of common questions handy on printed paper. Yes, paper: the old fashioned way. For example, print the company price list, return policies, shipping costs, current promotions, etc.
While it isn’t always possible to have all the answers taped to the wall, having some FAQs prominently displayed will allow you to be the quickest responder.
This tip is part of our tip series to help businesses improve customer service.
Thursday, 9 September 2010
Great customer service is about attitude, care and respect of customers. Technology and processes only help deliver and monitor it.
Over the last 10 years we made many of the common mistakes that can be made: not returning calls, slow to respond, losing customer requests, mixing priorities, you name it.
We, as a company, strive to improve our customer service constantly. When we do not hit customer expectations, we review what went wrong and fix the problem. Our team at Das Keyboard (Metadot has four products including Mojo Helpdesk), is getting pretty good at it (link).
We now want to share the improvements we have implemented in a series of tips.
Very often we forget that great customer service does not start by rolling out the latest whizzbang technology but with low-tech, common sense rules and behaviors. Therefore, our first 5 tips are going to be low-tech tips that your company can implement instantly if they see fit. Stay tuned.
Over the last 10 years we made many of the common mistakes that can be made: not returning calls, slow to respond, losing customer requests, mixing priorities, you name it.
We, as a company, strive to improve our customer service constantly. When we do not hit customer expectations, we review what went wrong and fix the problem. Our team at Das Keyboard (Metadot has four products including Mojo Helpdesk), is getting pretty good at it (link).We now want to share the improvements we have implemented in a series of tips.
Very often we forget that great customer service does not start by rolling out the latest whizzbang technology but with low-tech, common sense rules and behaviors. Therefore, our first 5 tips are going to be low-tech tips that your company can implement instantly if they see fit. Stay tuned.
Wednesday, 8 September 2010
Wednesday, 1 September 2010
August was a very busy month at Mojo Helpdesk. We completed upgrades to our infrastructure (see previous blog) and updated the UI (user interface). The infrastructure work provided for a more scalable application and the changes to the navigation buttons made Mojo Helpdesk even easier to use.
We are not slowing down in September, as we will continue to enhance the service. Stay tuned for a number of announcements very soon.
Tuesday, 31 August 2010
Cross-post from http://www.daskeyboard.com/blog/?p=1052
Google is about to release a feature that I am looking forward to: Gmail Priority Inbox. It is supposed to make important emails more visible in our overloaded inbox.
A few years ago we had lots of spam: the spam filter was born and saved us from insanity. Nowadays, email overload is the problem and hopefully Gmail Priority Inbox will help.
How does it work? It compares incoming emails to similar older ones and increases an "interest" value based on the number of reads and replies. The highest ranking emails will wear a visual cue to make them stand out. There is probably a lot of Bayesian statistical computation going on as there is in spam filters, but I am just guessing here.
Monday, 23 August 2010
Mojo helpdesk has turned it up a notch and our client's feedback has been great. We had a few hiccups (slowdowns) in July but addressed them accordingly; the results we are happy to announce, have been phenomenal.
What we did? We spent the better part of July re-architecting the system bottlenecks, concentrating mostly on the database. The work focused on replacing queries that were no longer scalable and also making UI improvements using AJAX technology. Consequently, when a user requests information now, only that specific content is retrieved and displayed.
We have answered the bell with upgrades to our system and now we are ready for the continued growth of our community.
Tuesday, 20 July 2010
We are thrilled to announce that Pål Andreassen has developed a new Windows sidebar widget for Montastic, making it even easier for Montastic users to keep an eye on their servers from their desktops. We also have Montastic widgets for Mac dashboard and Yahoo available.
Thursday, 15 July 2010
We completed the second phase of the maintenance upgrades last night.
We will have 2 more maintenance upgrades this week. We are also tweaking the schedule and will have it updated this afternoon. We will continue to update the service status at http://status.mojohelpdesk.com/.
Phase 3 of the maintenance upgrades will be completed this evening.
These upgrades will continue to respond to the intermittent slowdowns of our service.
We will have 2 more maintenance upgrades this week. We are also tweaking the schedule and will have it updated this afternoon. We will continue to update the service status at http://status.mojohelpdesk.com/.
Phase 3 of the maintenance upgrades will be completed this evening.
These upgrades will continue to respond to the intermittent slowdowns of our service.
Wednesday, 14 July 2010
Mojo Helpdesk is now providing service status updates on the following website http://status.mojohelpdesk.com/.Wednesday, 7 July 2010
We are happy to announce that your Helpdesk agents can now send emails to customers with any attachment they desire in Mojo Helpdesk. Simply create a new ticket (or work with an existing one), click “attach files” and then “Choose File.” You now have the option to “add to email.”
Why is this important to you?
Your customers now have the option to view ticket attachments either in the portal or their email.
We have listened to our customers regarding our recent update of the attachment interface, and we are quickly moving to change it back to what it was previously.
When you are working with an existing ticket, you currently find the attachment icon (with the list of attachments) at the top of the page (beside the “event log” link). Per your request, we will restore the list of attachments back to the bottom of the page. Please stay tuned for our next update regarding this change.
Wednesday, 30 June 2010
We have been quietly rolling out a new feature: the form widget. It allows adding a ticket form inside any website by just adding a small HTML snippet of code.
As shown in the picture below, the widget creates a tab that, when clicked, opens a ticket form. When the form is submitted, it creates a ticket in your Mojo Helpdesk.
The form's tab is customizable so you can choose a color that matches your website. You could also add multiple forms and change the text to relate to a necessary topic. For example, one form can be for general questions and another for technical support.
The form widget is available for all Mojo Helpdesk plans.
As shown in the picture below, the widget creates a tab that, when clicked, opens a ticket form. When the form is submitted, it creates a ticket in your Mojo Helpdesk.
The form's tab is customizable so you can choose a color that matches your website. You could also add multiple forms and change the text to relate to a necessary topic. For example, one form can be for general questions and another for technical support.
The form widget is available for all Mojo Helpdesk plans.
Friday, 11 June 2010
Why does OpenDNS do this?
To make money. From a practical standpoint, web users misspelling a URL will end up seeing an OpenDNS search page filled with advertising. OpenDNS has contracts with major search engine providers to do this.
Why is this bad?
Resolving non-existing domain names is wrong because it breaks the domain name protocol which is a standard used by hundreds of millions of systems.
On the Internet, network standards must be followed just as driving rules are on the road: most accidents occur when rules are violated.
Tuesday, 11 May 2010
We implemented a feature requested by many users: the info field. You can now add some notes to your monitored URL. For example you can write a special reboot procedure, or specify the webmaster contact information.
As usual, contribute your suggestions via our website: www.montastic.com.
Wednesday, 5 May 2010
Organize and save time by viewing the user's profile directly from the ticket. Manager's and Admins can document the user's profile and company information in Mojo and have it viewable on tickets managed by techs. Techs can view the user's contact information, notes and company information easily by clicking on "profile" next to the user's name. The tech can also update the user's notes with each ticket submitted. 
Monday, 3 May 2010
Did you know you can have your Mojo Number in iGoogle? Here is how:
You now have your Mojo Number your iGoogle page.
You now have your Mojo number available anytime you are logged into your iGoogle page.
- In Mojo Helpdesk, click on “profile” (top right) and copy the access key.
- Click on the Mojo Number in the Mojo Star icon.
- Click on “Add to Google” - in the box on the right hand side.
- Click on “Add to iGoogle” - again. You may be asked to login to iGoogle.
- Paste the access key into the gadget and click “save".
You now have your Mojo Number your iGoogle page.
You now have your Mojo number available anytime you are logged into your iGoogle page.Sunday, 25 April 2010
The maintenance has been completed as planned. All services are up and running normally.
While there will be no visible changes in the user interface for a while, this maintenance work prepared Mojo Helpdesk backend sub-systems for exciting upcoming features.
Thank you for supporting Mojo Helpdesk by being a customer.
While there will be no visible changes in the user interface for a while, this maintenance work prepared Mojo Helpdesk backend sub-systems for exciting upcoming features.
Thank you for supporting Mojo Helpdesk by being a customer.
Friday, 23 April 2010
It is well known that measuring customer satisfaction is one of the most important things an organization can do to learn the needs of its customers and keep them. Surveying is a popular way to gain feedback about the quality of service provided, however it can sometimes be difficult to ascertain a complete truth when only 2% of those surveyed actually return answers.
Mojo Helpdesk offers a unique feature that allows organizations to gauge customer satisfaction level by rating tickets. Upon the closing of a ticket, the ticket submitter is asked to rate the level of service they feel they received. The five options range from 'unsatisfied' to 'great job'. Depending on what the ticket submitter chooses, it will apply either 1 to 5 stars to that ticket. The support tech that worked on the ticket receives a Mojo number based on the average rating of all tickets assigned to them. With Mojo Helpdesk, support techs can review reports based on their ticket ratings and Mojo number.
Mojo Helpdesk offers a unique feature that allows organizations to gauge customer satisfaction level by rating tickets. Upon the closing of a ticket, the ticket submitter is asked to rate the level of service they feel they received. The five options range from 'unsatisfied' to 'great job'. Depending on what the ticket submitter chooses, it will apply either 1 to 5 stars to that ticket. The support tech that worked on the ticket receives a Mojo number based on the average rating of all tickets assigned to them. With Mojo Helpdesk, support techs can review reports based on their ticket ratings and Mojo number.
MARKET TRENDS: According to a BizTechReports survey conducted in 2009, SaaS, which stands for Software as a Service but also known as on-demand software, was sparking a serious interest from organizations with no exception to the ones with already established customer support infrastructures.
Economic downturn, challenges of generating new revenue and pressure to reduce operational costs have contributed to a new priority for businesses in 2010: customer retention. Businesses now more than ever are setting their sights on providing outstanding customer service and are turning to SaaS applications to meet this requirement.
The newest industries to utilize software as a service include Manufacturing, Construction, Financial Services, Retail, Government Agencies, Education, Telecommunications, Transportation, Legal and Real Estate. According to Information Week, one fourth of SaaS customers are moving beyond sales force automation and using web based apps in areas such as human resource management, internal & customer support, and financial management.
Organizations jumping on board consider the many benefits of using software as a service. The on demand element provides start-up, support and service in just a few clicks without the need to download anything or own any software and server licenses-ever. Most SaaS applications, are prepared to provide all the training necessary to learn the application at no extra charge to the organization.
But if that's not reason enough, SaaS models like Mojo Helpdesk, eliminate the risk and responsibility associated with operational issues, backups, updates, and the dependence on costly internal or external IT maintenance is virtually non-existent.
Thursday, 15 April 2010
For example, if you had 42 tickets that came in assigned to you all regarding the same issue, you could select all of them and simultaneously change the status from assigned to in progress. Then, when you have solved this issue (because it was the same for all 42 tickets) you could change the status to solved and reply with one message that will comment back to all 42 ticket submitters.
Will you be out of the office or going on vacation? You can also re-assign tickets to your lucky colleague, in bulk.
Tuesday, 13 April 2010
Many thanks for your feedback about Mojo Helpdesk. Based on your suggestions, we are happy to announce upgrades have been made and new features have been added.
Mojo's faster
We increased speed of the application by optimizing database queries. Most screens are much snappier than before.
Welcome Email configuration
Now whether your helpdesk sends new users a "Welcome" email is an option you can change in the help desk settings.
Daily webinars
New to Mojo? Need a quick intro? Take a live 15-min webinar to learn the basics of Mojo or learn how to best configure the helpdesk settings. Webinars are offered daily at http://www.mojohelpdesk.com/webinars
Mojo's faster
We increased speed of the application by optimizing database queries. Most screens are much snappier than before.
Welcome Email configuration
Now whether your helpdesk sends new users a "Welcome" email is an option you can change in the help desk settings.
Daily webinars
New to Mojo? Need a quick intro? Take a live 15-min webinar to learn the basics of Mojo or learn how to best configure the helpdesk settings. Webinars are offered daily at http://www.mojohelpdesk.com/webinars
Thursday, 1 April 2010
Mojo Helpdesk has moved its storage to Amazon's Simple Storage Service. This allows us to provide up to 20 times more storage space without price increase.Here is the split for each plan:
Checkout all Mojo Helpdesk features at www.mojohelpdesk.com.
Plan Storage Free 0 Basic 100 MB Plus 500 MB Business 3 GB Enterprise 10 GB Enterprise Plus 50 GB
Tuesday, 30 March 2010
- http://username:password@mysite.com/protected_page/
This also works with HTTPS and port numbers. Here is another example:
- https://username:password@mysite.com:8080/protected_page/
One feature that was also requested is to show the pricing from the front page and not bury it in a deep place inside the application: It's done, it is now accessible from the front page.
New to Montastic and want to monitor your websites? Give it a spin at www.montastic.com.
Wednesday, 24 March 2010
Two of the fastest typists in the US came to SXSW for the Ultimate Typing Championship Final. Sean Wrona and Nate Bowen competed head to head to determine who is the fastest typist. Pay attention to the complexity of the text they typed during the second race... Sean Wrona won.
Here is the interview of Daniel Guermeur on Austin KXAN TV channel:
Originally posted on Das Keyboard blog.
Here is the interview of Daniel Guermeur on Austin KXAN TV channel:
Originally posted on Das Keyboard blog.
Tuesday, 9 February 2010
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