Mojo Helpdesk Happy Customer Feedback

Mojo Helpdesk's mission is to provide the best support service for businesses of all sizes. That goal is based around happy customers, and when our own customers are happy with our services, we know we are doing something right.

Recently Larry M. wrote us the following rave review (Thank you Larry!):

"I just wanted to mention that I really like your product. It was just the solution I was looking for to help our start-up provide excellent support to our customers. Your system is responsive and reliable, and your support has been awesome (though I haven't needed to use it much). Keep up the good work!" - Larry M.

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Mojo Helpdesk News: Recent Upgrades and Improvements

Its our priority to make sure that Mojo Helpdesk performs with the highest efficiency for our customers. Over the past 6 months we've been working extra hard to provide the highest quality services. Though a lot of the work we've done has been "behind the curtain" (to improve speed and efficiency), there are several feature requests that we also took to heart and implemented:

Everything is Faster:

• Report rendering is faster.
• Time-spent reports load faster and now include a report for closed tickets.
• Automations have been debugged improving overall performance.

Increased Organization and Preferences:

• Agents can add user's contact info, ticket type, and additional custom information to email notifications.
• Agents have the option to send (or not send) the Welcome Email when creating a ticket.
• There is an option in settings to keep pages out of Search Engine Indexes (for portals that want to stay private).

Automatic Data Entry:

• Mojo Helpdesk instantly recognizes and populates first and last names associated with each user's email.
• Automatic time zones default to the agent's time zone (this can be changed in the user's profile).

Our Search Engines Have Improved:

• Agents can perform the combined search of "Solved and Closed" tickets (rather than only one or the other).
• International characters are recognized in the search field.

Improved Audit Trail:

• The event log has been optimized and now tracks more changes, like when a staff member makes a change to a custom field.
  
  

As you can tell, we have been busy. Our goal is to be the most efficient ticket-tracking service for customer and tech support, which is an on-going process that we are dedicated to uphold. We have several other features that will be rolling out in the weeks, and months to come, so stay tuned for further updates.

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Mojo Helpdesk to be Showcased at Google I/O 2011

The following post is cross-posted from the Metadot blog:

Metadot is proud to announce that this year Mojo Helpdesk will be showcased at Google I/O 2011. Our inclusion was due in part to the November 2010 publication of Google App Engine Java and GWT Application Development, authored by Metadot CEO, Daniel Guermeur. (Cover art pictured below, click HERE to order through Amazon.com).

For those of you unfamiliar with Google I/O, it's pretty exciting for us geeks. Google I/O, "brings together thousands of developers for two days of deep technical content, focused on building the next generation of web, mobile, and enterprise applications with Google and open web technologies such as Android, Google Chrome, Google APIs, Google Web Toolkit, App Engine and more." (taken from the Google I/O webpage).

At Metadot, our goal is to go beyond cutting edge and be the leaders in our technologies bringing the most up to date products, with the highest-quality, and most efficient services possible. Mojo Helpdesk allows businesses to provide the most efficient customer support and service possible, and we're really looking forward to showcasing its features and the technology behind it. More news to come.

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Low Tech Tip #2: Smile When You Talk

It's not only low-tech and low cost, it is also totally free to be friendly.

I'm sure many businesses would agree their customer service team is customer-friendly, but just because the support agents have been trained to ask things like, 'how are you today' and 'did I solve your problem', does not necessarily mean they are friendly: it's all about the tone of voice.

The tone of voice warms up when someone smiles and shows genuine friendliness. So tell your service agents to smile when they talk, it will instantly light up the tone of their voice and make them sound friendly.  And because most customer service interactions happen over the phone, agents don't even need to be pretty: a good warm and energetic smiling voice will do the job. That's all it takes.

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How to silence unhappy customers: the Apple way

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.

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Mojo Helpdesk on Google Marketplace

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

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Low-tech Tip # 1: Print vital information and tape it to your wall

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.

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