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.
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