Get More Out of Your Helpdesk with Live Chat

Between e-mail, phone, texting, social media, live chat, video conferencing and in person meetings, the methods we use to communicate with one another just keep growing. There are many benefits to the modern age of technology, including new ways to approach business and maintain relationships. With so many options available, where’s the best place to start?

Mojo Helpdeskis a versatile tool for communicating with customers and keeping all correspondence efficient and organized. In addition to full e-mail integration and text options, Mojo Helpdesk can also be integrated with live chat services. Live chat software, HelpOnClick, has put together a step-by-step guide to Mojo Helpdesk with integrating the service. By bringing the live chat functionality into the Helpdesk space, companies are able to offer customers more options for communication, while still keeping communication and chat records in one centralized location.

A live chat option for customer support offers the benefit of instant help when they experience a problem. For many customers, the assurance that the company will be there for them whenever needed provides an added level of confidence when making purchasing decisions. For the customer support staff, it offers the extra benefit of ensuring that the correspondence can be logged and referred to at a later date, if needed. A win-win for both sides involved.

Live chat is also a more flexible method of communication, as it allows support team members to perform basic research in the midst of the conversation without skipping a beat. It’s also easy to double check information for accuracy or look up past responses to similar questions before sending a response without slowing down the process. This benefit works both ways, as many customers find it more convenient to use live chat to discuss an issue while at work than making a potentially lengthy phone call.

Utilizing live chat support has several other added benefits as well. International customer language barriers are no longer an issue. Customers are able to type and read at their own pace, making this type of communication much easier than talking on the phone. For younger customers who have grown up with the Internet as a regular part of daily life, online chat is a normal, quick and expected option for communication.

Live chat integration is only one of the many customization possibilities available to Mojo Helpdesk users. With the flexibility offered through an open API, Mojo Helpdeskusers can incorporate as many new ideas and features into their Helpdesks as their creativity and programming abilities allow. We’ve included the functionality needed to provide consistent, quality customer support, while leaving businesses the room to innovate and take their customer service offerings to the next level.

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Tip of the Week: Using the Mojo Widgets to Track Customer Satisfaction

The Mojo Number can be very helpful in identifying the team members that are providing superior customer service and the ones that need a bit more mentoring. For support representatives, it provides feedback on their performance.

To make it easier to monitor your Mojo rating, there are 2 different widgets that either place your Mojo Number on your Google Personalized Homepage or your desktop.

Google Gadget
The Google Gadget allows staff to place their own Mojo rating on their Google Personalized Homepage. Helpdesk owners can add multiple instances of the gadget to their Google Homepage and use it to monitor their team's satisfaction ratings.

To add the gadget to your Google Personalized Homepage:

1. Click the My Mojo star to go to the My Mojo page.
2. Click the "Add to Google" button on the left side of the page.
3. Then, click the blue "Add Mojo Helpdesk to iGoogle" button, which will take you to your iGoogle page with the Mojo Helpdesk gadget added to it.
4. You'll need to enter your Access Key to connect the widget to your helpdesk account. This can be found on your profile page at the very bottom.
5. Once added, your Mojo Number will be viewable from your iGoogle page.

Yahoo Widget

Install the Yahoo Widget if you would prefer to display your Mojo Number on your desktop.

1. Go to http://widgets.yahoo.com/download/ to download the Yahoo Widget Engine. 
2. Then download the Mojo Helpdesk Widget from Yahoo here: http://widgets.yahoo.com/gallery/view.php?widget=40068. 
3. Once downloaded, you will need to configure the widget. First enter the URL used to access your helpdesk in the "Domain" field. For example, if you access your helpdesk by visiting: http://my-support.mojohelpdesk.com, that is what you would enter. 
4. Enter your access key found in your Mojo Helpdesk user profile into the Access Key field. 
5. Now you can view your Mojo Number on your desktop.

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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The Difference Between Customer Complaints and Customer Feedback

Businesses need information from their target markets in order to improve upon the products and/or services that they offer. Sometimes this may come in the form of customer feedback surveys and other times it may come in the form of complaints from unsatisfied clientele. No matter where the data comes from, businesses must act on the information and learn from mistakes that were made.

The difference between feedback and complaints 
There are a couple key differences between complaints and feedback that come from customers. One of the clearest delineations is that feedback is warranted or sought out by a business whereas complaints come on their own. For instance, a business may conduct a satisfaction survey on a particular product after a planned release date. Customers, participants or any other relevant individuals may be contacted and asked to fill out a form answering questions about an experience. This data is then analyzed to identify trends or patterns. Complaints on the other hand may come in the form of customers calling, writing or walking into a company to voice their dissatisfaction with a product or service. Although these interactions and subsequent data are not sought out by a company, information gained from these interactions is just as useful, if not more so. Another key difference is that feedback and the data it generates is not beyond some measure of control. A business may structure customer feedback surveys depending on the type of data they are looking for from customers. In contrast, complaints are whatever a customer makes them.

Using data to tweak processes 
Whether data is drawn from customer feedback surveys or from customer complaints, it can be used to improve how an organization operates. Companies can capture data using customer complaints software or analyze information gained from surveys. The more data a company gathers, the better it is able to see trends that are occurring. Once conclusions are drawn from these trends, decisions can be made as to how to improve a customer service process. Customer complaints, as well as feedback from survey activities, should be taken very seriously no matter how insignificant they may seem. Businesses that allow customer issues to go unresolved run the risk of having these events mushroom into full-blown PR nightmares.

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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