Using Google Chrome to Quickly Search Mojo Helpdesk Tickets

If you are using Google Chrome as your browser you have most likely enjoyed the fact that you can type both URLs and search terms into the address bar. It’s an incredibly efficient feature of Chrome and one of my favorites. It also opens up another great feature: custom search shortcuts.

If you right-click in the address bar and select Edit Search Engines, a list of search engines will appear. Scroll to the bottom of the page and you’ll see three blanks where you can add your own to the list. One of the nice applications of this is you can set it up to instantly search your Mojo Helpdesk tickets from your browser’s address bar. Simply enter “Mojo Helpdesk” in the first blank, the letter “m” (this is the keyword Chrome will look for to start this shortcut-you can make it whatever you want) in the second blank, and then tab to the last blank to enter this URL: https://daskeyboard.mojohelpdesk.com/search/results?query=%s&p=10 (replace daskeyboard with your company). Click anywhere on the page to save the shortcut. Now Ctrl+L (Command+L on Macs) to move your cursor to the address bar and type “m support”. As soon as you enter the m and hit the space bar, you should see the browser has recognized you are searching your Mojo Helpdesk. After hitting return, the search page for your Mojo Helpdesk should immediately pop up. It’s that simple!

What’s even better is you can set this up for any site that includes search. To configure the url, simply run a search on the site you want to add and then look at the resulting search URL. For the Mojo Helpdesk example above, I conducted a search for MOJO and the URL I got back was: https://daskeyboard.mojohelpdesk.com/search/results?query=MOJO&p=10. I then replaced the search words MOJO with %S and to create the URL for the final blank in the set up.

Another example, I am a big fan of eBay and want to set up a search shortcut. I enter:
ebay.com (first blank)
e (second blank)
http://shop.ebay.com/i.html?_from=R40&_trksid=p5197.m570.l1313&_nkw=%s&_sacat=See-All-Categories (third blank)

Again, this can be used with any searchable site, so the possibilities are endless.

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Tips For Exceptional Customer Support: Creating a Customer Service Culture

With so much competition out there, it’s important for companies to stand out by providing superior customer service. After all, if you have been shopping with a company for years and they constantly show customer appreciation, quickly resolve issues, and make purchasing easy, why would you go anywhere else? People want to feel appreciated by the brands and companies they frequent. It’s not enough to have a customer support staff and expect them to handle all issues. It is important to make customer service the heart of the company. This means you have to develop a customer service culture where even management appreciates the importance of great customer support, develops metrics, empowers their employees, and makes plans for providing superior customer service.

1. Metrics
One of the first things you can do to help develop a strong customer service culture is to measure customer satisfaction. This type of metric will help you see issues that are undermining your company’s success. Whether it’s call times that are driving your customers away or maybe a person in your company is presenting a negative image with every single person they encounter. Gathering feedback from customers is the only way to learn about this. It can also result in really great ideas as sometimes a person from outside your organization can see flaws that are hard to see from within. When you survey a customer about their experience with customer support you are letting them know they matter and you care about their experience.

2. Set Your Expectations, Make a Plan
Don’t forget that employees are only as good as the expectations you put on them. If you don’t make customer service a priority, your employees won’t either. You need to develop a support plan including the type of customer support you expect. Over and over I hear about one company and how they encourage customers to call them about anything. This attitude is reflected in the fact that they don’t require their support staff to work with scripts, quotas, or time limits. Not measuring call times is relatively unheard of in customer service as it is one of the main statistics companies use to determine success. Yet, it works for this company because they not only set high expectations for their customer service team, but they also enable them to do what it takes to make the customer happy instead of punishing them for taking the time to solve the problem.

3. Empower Your Employees
Whether you set up a system for employee feedback and ideas, or create a regular meeting where you ask employees how they would improve things or what changes they advise, this one area can impact employee happiness and success. Not only will it make your employees feel valued, but it will also put them in the mindset of coming up with solutions to problems as they arise and bringing the solutions to you.

Empowering your employees also means giving them the authority to make decisions to keep the customer happy. If a customer contacts you with a problem, they don’t want to be told the person on the line can’t help them. They want an immediate, positive solution, and if your employees can’t give it to them, they will go elsewhere with their business. Sometimes the easiest solution is a small incentive. It doesn’t have to be big, maybe a free month of service, or a shipping upgrade. Yet, these small incentives can make a big difference in customer satisfaction.

4. Admit Your Mistakes
Don’t forget to allow customer support to admit when mistakes are made. Think about how a company who’s customer service staff refused to admit wrongdoing during a service issue would make you feel. Not so good, right? Sometimes just admitting you are wrong is the best thing you can do to retain an unhappy customer. It’s validation that they did have a negative experience and you not only recognize it but you are prepared to deal with it.

5. Hire People Who Fit Your Culture and Train Them on Your Culture
Don’t forget your culture when bringing aboard new people. It only takes one person to sink a ship, and from hiring to training, you have a chance to shape the future of your company. Take the time to think if a person is going to fit with your company culture. Then, once hired, train them not only on how to do their job, but also on your company’s history, core values, and customer service culture. This keeps everyone focused on the same goals, allows you to set expectations, and helps new employees decide if the job is a fit or not. The last thing anyone wants is an unhappy employee. It’s truly a disaster waiting to happen.

Take a look at your company culture and think about what you can do to make it more customer service focused. It might not be much more than meeting with support staff to discuss issues and possible solutions, but even these small steps can have a large impact on keeping customers happy and, in the end, more loyal to your company.

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Mojo Helpdesk Customizations - Adding A Customer Support Form To Your Website

We know many of you are looking for ways to customize Mojo Helpdesk. Whether you want to brand the home page of your customer portal, create customized email templates, or set up some automations to make things run more smoothly, we’ve got you covered. We’ll be posting tutorials and even some videos on the blog to show you how to make Mojo Helpdesk your own. If you have any topic suggestions, please feel free to post them in the comments section.

To start things off, we thought we’d show you how to add a Customer Support Form to your website quickly and easily with Mojo Helpdesk. There are several areas you can customize from the color of the help tab, to the title and description of the form. Best of all, once placed on your site, the form will automatically generate a ticket when someone submits the form and put it into the queue you specify. It’s a fairly simple process, just make certain you have access to your website code as you’ll need to edit the web page where you want to add the form. Watch the video below to learn more about how to add this feature to your site.

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Why Quick Turnaround on Customer Support is Crucial

Customer Support times are probably one of the most important aspects of customer service. If you take too long customers may just give up, resulting in a negative perception of your company. This is why when I recently came across an article in the Chicago Tribune discussing the results of a survey on customer support for online stores I was truly surprised. What shocked me was the companies that scored the worst are some of the largest and most well-respected brands out there. And yet, they hadn’t grasped how customer satisfaction is often directly related to wait times. The problems were not small, with Barnes and Noble having hold times of 8 minutes for phone support, and Dell taking over 65 minutes to respond to email support questions. While this might not seem like a long time to you, your customers would beg to differ. No one wants to lose half an hour or more getting help with something that isn’t working, especially when they are taking the time to buy something off of your site. That’s why it is so important to have a great system for taking in issues and responding with solutions. Obviously, the companies that rank low in this study need to re-evaluate their customer service procedures as we all know that poor customer interactions can result in a slew of nightmares. Whether it’s angry customers sharing their experience online with their friends and followers or just flat-out losing customers, poor customer support can have a negative impact on a company’s image and eventually, their bottom line.

I have had this type of issue when calling in to a phone company for support. Not only did it take over 30 minutes to get someone on the phone, but they also ended up passing me around before I finally settled with the support person who could help me. This is a perfect example of why a 30 minute wait became an issue as it took about 20 minutes to get me to the right person. I might have been ok with waiting 30 minutes, but when you add in the time to get a solution to my problem, it was close to an hour. Suddenly, what was a perfect opportunity for a company to shine instead became a serious support issue that will impact my future phone purchases.

Make sure you have a solid customer response plan set, including realistic service level agreements, and the software and people to back it up. Finding a good support software is key because you need to not only track how long it takes to solve support requests but also customer feedback. This data can help you improve your current system by determining what is bogging down your support team and what is turning off your customers when they come to you for help. Otherwise, you might find yourself in the news for all the wrong reasons.

Would you like to try our free, hosted ticket tracking/helpdesk application? No long-term contracts, signup fees, or termination fees. You can upgrade, downgrade, or cancel anytime. We offer a wide variety of plans to fit any budget.

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