Latest from Herodesk

When we originally created Herodesk, we wanted to create a customer service platform for small and mid-sized businesses that would make it easy for them to help their customers. That’s what we believe good customer service is all about: Making it easy. It should be easy for you to help your customers so that it’s easy for them to get the help they need. One of the things that has gotten a lot of attention in the customer service sector recently is artificial intelligence. It’s a great way to automate and simplify many tasks in customer service. It’s not a silver bullet that can do everything for you, but it can be a great help when utilised correctly. That’s how we’ve been working with AI for the past few months: In a way that helps you help your customers. We’re working with AI in three stages: Stage one: Text manipulation and analysis. Stage two: Suggested replies based on relevant context. Stage three: Autonomous chatbot that can automatically reply to customers. And today, we’re announcing the release of the first AI-powered features in Herodesk in stage one. We’ll give an in-depth presentation to each of the new features over the next few weeks, but for now, here’s a brief introduction: Automatic translation of in- and outbound messages Herodesk can now automatically translate inbound messages from customers and outbound messages from you to and from any language and across any channel. This works regardless of whether you communicate via e-mail, Facebook Messenger, Instagram DM’s or our Live chat. For example, if a customer writes to you in French, you can ask Herodesk to translate it to English. Then, as you type your reply in English, it can automatically translate it to French, so the customer receives a reply in his own language. AI Assistant to help you We’ve created an assistant that comes along with every customer conversation that can help you in different ways. For example, summarise the conversation, translate parts, or suggest next steps. The assistant can also see the reply you’re drafting to the customer, and help improve it by fixing grammatical errors, making it more professional, concise, or elaborate. Just ask the assistant, and it’ll help. Message analysis and intention understanding in Rules You can use AI to analyse messages from your customers. Until now, we’ve been able to trigger rules on certain keywords, but with this update, AI can analyse the message instead. Does the customer want to change or cancel an order? Is the customer happy, angry, or does the message seem important? Or is it written in a specific language? There are numerous ways that we can now use AI to get a deeper understanding of inbound messages and create rules to automate workflows around them. One way to utilise this that we’re particularly excited about is this: When a new conversation is received, check if the customer wishes to change or cancel an order. If yes, send a message to your WMS to pause the order (so that it’s not sent to the customer) until your customer service team has handled the question. The new AI-powered features are available now for all current and future customers. To get access, you must upgrade to the new Herodesk Plus package that contains AI, priced at €39.95 per user per month (still with a 20% discount for yearly prepayment). The new prices and packages are not yet visible on our website. They are available through your Herodesk subscription page, though. Honestly, we’ve been more focused on the product than our sales site, but we’ll update it ASAP. We will keep updating, improving and adding more features in Stage one, all focused on utilising the powers of AI to make it easier for you to help your customers. We will implement the Stage two features mentioned above during the first half of 2025. This will enable Herodesk to automatically write draft replies to your customers based on the knowledge it has gained about your business. Finally, we plan to implement Stage three, an autonomous chatbot that can automatically reply to your customers, during the second half of 2025. But more on this later. For now, we hope you enjoy the new features. Please share any feedback, ideas, or suggestions you have with us.

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Anders Eiler

Nov 4, 2024

Good customer service is essential for any business, as there is often a direct connection between customer service and revenue. Satisfied customers return, make repeat purchases, and contribute to a positive reputation. Most businesses aim to provide good customer service. However, sometimes, you might find yourself in a situation where a customer’s inquiry is overlooked and left unanswered in the inbox. You’re certain your colleague is responsible for answering the customer's inquiry. But unfortunately, your colleague has left for the weekend, leaving you responsible. You can’t find anything in the inbox that indicates your colleague has been in touch with the customer, and now you’re unsure whether the customer has received the necessary help. In this situation, you lack an overview and wish you had a more structured approach to handling customer messages so you can enjoy your weekend with peace of mind. Structure and organization are key to customer service. With Herodesk’s free helpdesk and live chat tool, you can ensure you never overlook an inquiry or message again. Our platform helps you create more structured communication with your customers, allowing you to improve your customer service and ensure that all messages are answered quickly and efficiently. Herodesk combines a free helpdesk tool with a live chat function, providing the best conditions to deliver great and satisfying customer service across your different communication channels. Consolidate All Your Communication Channels on One Platform With Herodesk, all customer inquiries are consolidated onto one platform. This means you can keep track of all messages, whether from email, social media, or live chat. By centralising your customer communication into a single system, you can easily monitor every inquiry, ensuring every message gets noticed. This creates a more structured and organised workflow, which is crucial for good and efficient customer service. For you, this means you no longer need to switch from one system to another to answer all your customers’ questions. Switching between different apps, platforms, and tabs in your browser quickly becomes cumbersome. It’s inefficient and simply takes too long. You try to be available on Instagram, Messenger, email, and live chat so that all your customers feel that you’re present where they are. Today, customer service happens across many channels, and handling it all is no easy task. With Herodesk, you consolidate all inquiries, tickets, and messages on one user-friendly and manageable platform. This saves you time and resources in customer service. Additionally, several built-in features are designed to strengthen your communication with customers. This makes it easier for you to provide better customer service and much easier for you to be a customer. And that is precisely Herodesk's goal. Responsibility Allocation, Live Chat, and Auto-Responders Make Herodesk Easy to Use If your team is looking for a tool to help organise and centralise your customer service, Herodesk is an excellent choice. With its many features and continuous development, we ensure every customer inquiry is noticed and receives the attention it deserves. This is largely thanks to built-in features like autoresponders, tags, smart folders, quick replies, and reports, which make it easy for your team to handle customer inquiries. Our helpdesk tool allows you to create and prioritise tickets based on customer needs. When a customer sends an inquiry, it is automatically converted into a ticket that can be distributed, managed, and handled from start to finish. This ensures that no inquiries go unanswered and that all customers receive the help they need. Tickets can be assigned to specific team members, ensuring they are handled by the employee who is best qualified for the task. Herodesk’s live chat function lets you communicate with your customers in real-time. This is especially important for answering questions and solving issues quickly, which can help increase customer satisfaction. With our live chat, your customers can get immediate help browsing your website, making it easier to make decisions and complete purchases. This not only boosts satisfaction but can also significantly increase your conversion rate. A key element in improving customer service is ensuring that all messages are answered promptly. Herodesk helps you maintain a high service level by allowing you to create predefined and automated responses. Your team can quickly and efficiently respond to common questions, freeing time to handle more complex inquiries. Automations, such as our auto-responders, also help ensure that every customer receives a response, letting them know where they are in the process. For example, they may receive an automated message informing them that their inquiry has been routed to the right employee and that they can expect a response within 24 hours. This makes it easy and predictable to be a customer when ongoing updates are sent. Your customers know what to expect because you’ve already provided them with a response. Data-Driven Reports Increase Opportunities for Positive Development Have you ever been in a situation where you completed a significant piece of work that you know was a success, but you couldn’t explain why? Lack of data insight can be frustrating because you can’t see whether the arrow points up or down. You’re missing data that gives you insight into the strengths and weaknesses of the work. That’s why one of the features we’re particularly proud of is our detailed reports based on data from the work and communication you handle in Herodesk. The reports provide insight into your team’s efficiency and workload. You can access data on the number of handled inquiries, response times, and closure times, helping you identify areas for improvement. By exploring this data, you clearly understand how you can adjust your communication and work to deliver even better customer service and experiences. The reports can also be broken down by individual users, allowing you to evaluate each employee’s performance and identify where additional support or training may be needed. You can use your collected data to target the areas needing the most attention, enabling your team to work more efficiently, respond to more inquiries, and ensure every customer inquiry gets answered. Herodesk’s user-friendliness makes it easy for your team to learn how to use the platform. This ensures quick implementation and a smooth transition to a more structured customer service process. With a system that is easy to learn and navigate, the team can focus on helping your customers instead of switching between different platforms. This supports the vision of delivering effective, fast, and satisfying customer service to ALL customers. Herodesk ensures you never overlook a customer message again by consolidating all inquiries onto one platform, whether from email, social media, or our live chat. This centralised system makes it easy to keep track of all messages and ensures that all are remembered. Overall, Herodesk offers a user-friendly platform with advanced features that make managing and structuring your customer service easy so you never miss a customer message again. Good customer service is about being available, organised, and efficient. With Herodesk in your toolbox, you can ensure that every customer receives the best possible experience when they contact your customer service team. How can Herodesk help you with customer service? Feel free to write to us if you’re still unsure whether Herodesk can make a difference for you. We promise we won’t overlook your inquiry.

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Anders Eiler

Oct 15, 2024

Good customer service is not just about responding quickly to customer inquiries but also about handling them properly. Herodesk offers a free ticket system that helps organize and streamline your customer service, allowing you to provide a great experience for your customers every time. But how can Herodesk help you with that? Customer service can quickly become complex, especially when the number of inquiries increases. It can be challenging to keep track of questions, requests, and challenges from various channels such as email, phone, social media, and live chat. Herodesk’s ticket system solves this problem by gathering all inquiries on one platform. This approach makes it easier for your team to handle every single inquiry effectively, ensuring that nothing is overlooked and that all customers receive the attention they deserve. Easily Create and Manage Tickets with Herodesk With Herodesk, you can easily create, categorise, and prioritise customer inquiries. When a customer sends a request, it is automatically converted into a ticket and assigned a category based on the content. This means you can quickly get an overview of which inquiries require immediate attention and which can wait. By prioritising tickets, you can ensure that critical issues are resolved first, improving overall customer satisfaction. For example, imagine receiving an inquiry from a customer who hasn’t received their package, even though it should have been delivered by now. The customer is naturally frustrated because they expected delivery before the weekend, but it hasn’t arrived at the pickup location as planned. This is critical for the customer, and thus, it quickly becomes critical for you. This ticket must be prioritised, while other inquiries may have to wait. Herodesk allows you to categorise all inquiries by priority, ensuring everyone knows which tasks must be handled first. The structure is simply the key to efficiency, and with Herodesk’s ticket system, you can easily follow up on open tickets and ensure that no inquiries fall through the cracks. The system allows you to assign tickets to specific team members best suited to handle the particular inquiry. This ensures that each customer receives the best possible support from an employee with the proper knowledge and experience. For example, it could be a warehouse employee or someone in marketing. The inquiry doesn’t have to go through extra layers in the organisation, which would delay the process because it landed in the wrong inbox. Integration Between Ticket System and Webshop If there’s one thing we love at Herodesk, it’s integrations. Two systems working efficiently together are music to our ears, and we can hardly contain our excitement when an integration just works. That’s why integrations between systems for webshops will always be a big part of Herodesk: They make everything much easier. With Herodesk, it’s possible to integrate our ticket system with your webshop. When your ticket system works with your webshop, it gives you a significant advantage when responding to your customers’ many inquiries. This means you can directly see important information about the customer’s order status and history in Herodesk. For example, if a customer has questions about a specific order, your team can quickly access all the necessary information without switching between different systems. This can save you a lot of time and hassle and ensures the customer receives an accurate and prompt response on the first try. You can integrate Herodesk with various webshop systems, including Shopify, WooCommerce, Dandomain Webshop, DanDomain Classic, Magento 2, Shoporama, Ideal.shop, Prestashop, and SmartPack. This makes it easier for you to manage your webshop when systems can be integrated. We are continuously expanding the number of integrations. One of the most significant advantages of Herodesk’s ticket system is its user-friendliness and accessible integrations. The system is designed to be intuitive and easy to navigate so your team can quickly get started delivering effective customer service with the right tools at their disposal. With Herodesk, you can focus on helping customers instead of learning complex systems. The tool is created with simplicity in mind, both for you and your customers. Built-in Features Increase Efficiency Herodesk’s ticket system also includes several built-in features that help improve your team’s efficiency. Predefined responses (quick replies) can be used to quickly answer common questions, while automation can handle routine tasks faster. This frees up time for your team to focus on more complex inquiries and provide more personalised service to customer requests that need extra attention. With Herodesk, you effectively organise and prioritise all customer inquiries and get valuable reports and analytics that provide in-depth insights. You can quickly get an overview of average response times, the number of resolved tickets, and much more. This data helps you identify areas for improvement and make data-driven decisions that optimise your customer service. In summary, Herodesk’s free ticket system helps you create structure and order in your customer service. By effectively organising and prioritising customer inquiries, ensuring clear communication, and providing your team with the necessary tools, you can deliver customer service that meets and exceeds your customers’ expectations. Good customer service is about making things easy for the customer, and with Herodesk’s ticket system, you can achieve that in a structured and efficient way.

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Anders Eiler

Oct 1, 2024

When it comes to customer service, measuring data on efficiency, workload, and optimisation opportunities can be challenging. It’s difficult because it involves people; gathering data on that can be tricky. However, it’s also about not having the right system to report from. Effective customer service requires more than quick responses and friendly staff. It also demands a deep understanding of how your team is performing, how busy you are, and where there might be room for improvement. With Herodesk, you can gain this insight through our built-in, detailed reports, which are designed to give you a clear picture of your customer service efficiency. Herodesk’s reporting tool offers in-depth analysis of your customer service, allowing you to understand and improve your team’s performance. The detailed reports provide insights into how efficiently you work and which periods are the busiest. Use this data insight to make more informed decisions and leverage it to optimise specific processes in your team that may have needed a refresh for longer than you’d like to admit. Data isn’t meant to complicate things; it’s a significant advantage that Herodesk helps you capitalise on. But what can you measure with the reports? And how can it help you improve your customer service? Get an Overview of the Number of Conversations, Response Times, and Workload One of the most fundamental metrics you can track with Herodesk’s reports is the number of conversations and messages sent and received. This gives you an overview of how busy you are and how many customer inquiries you handle daily. By analysing conversation volume, you can identify periods of high activity and plan your resources accordingly, ensuring that there are always enough staff available in customer service. Imagine you run an online store that sells gardening tools, plant fertilisers, and grass seeds. It’s finally spring, and the peak season is kicking in. This means you’re entering a time when you expect increased website activity. You’ve chosen to use Herodesk to centralise your communication with customers and partners—and now you also want to use our built-in reporting system. This way, you can find out when during spring you are busiest responding to messages from gardening enthusiasts. You’ll get a complete overview of when you need extra help handling inquiries, answering questions, and more. Herodesk’s reports also provide insights into response times. You can see how long it takes from when a conversation is opened to the first response and how long it takes to close the conversation. These metrics are crucial for understanding your team's efficiency and where bottlenecks might occur. For example, if you notice that it takes a long time to provide the first response, it may be necessary to improve your response times or add more resources during busy periods. Reports Gather Data on Individual Channels Although Herodesk consolidates all communication channels onto one platform, there may be situations where it is valuable to get information about a specific channel. Perhaps you’re experiencing a period where you suspect that most complex inquiries are coming through your Instagram account. In that case, it can be helpful to know, for example, how long these inquiries generally take so you have the opportunity to allocate more staff or time to Instagram. Some channels require extra effort, and Herodesk’s built-in reports help you identify challenges and allocate the necessary resources to them. Herodesk lets you quickly dive into reports for individual inboxes, channels, and tags. This gives you a clear and accessible understanding of how the different parts of your customer service are performing so you can fine-tune and improve performance across all areas. For example, you can compare the performance of email, live chat, and social media to see which channel requires the most attention and resources. By diving into this data, you can discover patterns and trends that help you optimise your customer service. Suppose you notice that certain tags (e.g., “returns”) are often associated with long response times or complex issues. In that case, you can investigate those challenges further and find solutions to reduce the long response times. Herodesk’s reports can also be broken down to see data about each user. This allows you to evaluate each employee’s performance and identify where additional support or training may be needed. Perhaps an employee is handling a particular type of inquiry that requires more time and resources, and with reports, you can gain insight into how much longer a task takes for that employee compared to others. Maybe that employee needs a helping hand, or you can streamline those inquiries to reduce the time spent. By having access to detailed data on each user’s number of handled conversations, response times, and closure times, you can ensure that your entire team is working efficiently and delivering high customer service. With detailed insight into each user’s conversation management, response times, and closure times, you can get a clear picture of your team is performance. Improve Customer Service Based on Data The insights you gain from Herodesk’s reports enable you to make data-driven decisions that can improve your customer service. By understanding where there are bottlenecks or areas that require more attention, you can implement changes that enhance efficiency and, ultimately, customer satisfaction. For example, if the reports show that certain times of day are hectic, more hands may be needed to handle the workload. If specific inquiries take longer to resolve, you can focus on better training your team in these areas or developing predefined responses and auto-responders that improve the customer experience and raise the service level. The insights you gain from Herodesk’s reports enable you to make data-driven decisions to improve customer satisfaction and provide a much better user experience. Effective customer service isn’t just about quick responses; it’s about delivering a well-structured and intuitive experience that meets your customers’ needs and expectations. With Herodesk’s built-in and data-driven reports, you can deeply understand your team’s efficiency and workload. By analyzing the number of conversations, response times, various channels, and user performance, you can continuously optimize your internal processes and ensure that your customer service is set up to provide the best possible service to your customers, matching their expectations and delivering an excellent user experience. That’s what Herodesk is all about.

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Anders Eiler

Sep 17, 2024

This week, we have launched two super exciting updates to our Smartpack WMS widget. With these updates, you can set an order in Smartpack to Prioritize and/or Pause directly from Herodesk, both manually and automatically. When you view a conversation with a customer, the Smartpack WMS widget shows all their orders and status. You can manually change the order's priority and paused status from here. You can also change this automatically using Rules. For example, when a conversation starts and contains specific words, Herodesk can automatically ask Smartpack to pause the customer's orders. Consider this scenario: 9 pm: A customer places an order 10 pm: The customer wants to change the thing they bought from a green to a blue model 7 am the next day: Your warehouse crew checks in, see the order, prepares and ships it. 9 am: Your customer service team considers the customers' mail from the night before, but it’s too late - the order has been shipped. With this update, Herodesk will automatically see that the customer wishes to change their order. It’ll then pause it in Smartpack to prevent your warehouse crew from shipping it. When your customer service team handles the customer enquiry, they can update the order and un-pause it so it can be shipped. This is not only great customer service, but it can also save you a lot of time and money. These features are live now and ready to be used by all Herodesk and Smartpack customers.

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Anders Eiler

Sep 6, 2024

What is good customer service? And how do we create the best conditions to deliver it? These are the questions we asked ourselves when we began working on Herodesk. We want to offer a solution that provides small and medium-sized businesses with a tool that establishes the foundation for good customer service. After that, the rest is up to you, but Herodesk gives you the tools to deliver a much better customer experience that your customers will love you for. Good customer service is about making it easy for the customer. In a world where customer expectations are high and time is a valuable resource, it’s crucial to have the right tools to deliver a seamless and efficient customer service experience. Herodesk is a helpdesk tool with built-in features, including live chat, designed to make it easier for you to communicate with customers—and just as importantly, to make it easier for customers to do business with you. Herodesk’s live chat feature is tailored for webshops. It allows your customers to get instant help and answers to their questions while they shop. This feature is a game-changer because it significantly shortens the distance between you and your customers. Instead of waiting for an email or phone call, your customers can get help immediately. This can be crucial in ensuring they complete their purchase and provide a more satisfying shopping experience. Imagine you are looking for a new bike tyre and browsing different webshops. You’re not entirely sure which one to choose, and at that moment, you’d like to ask someone with expertise in bicycles for help. A live chat feature would greatly influence which webshop you choose and whether or not you place an order. If you can contact the webshop and ask if the tyre fits your bike, the likelihood of purchasing increases. You choose the webshop with the live chat because they are available and offer help precisely when you need it most. This is an example you can relate to. It shows how easy it can be to be a customer on a webshop when the tools for good customer service are in place. The same example could easily apply to your webshop. Live chat is an excellent tool for delivering a much better user experience. You might only spend a moment responding, but in the end, it significantly impacts both you and the customer. Built-in Features Save You Time and Improve the User Experience As business owners, one of our primary goals is to use our time as efficiently as possible. There are many tasks associated with running a webshop, so we want tools that help us work smarter and more effectively. One of the tasks that takes the most time is customer service, which is why Herodesk offers many features that help you systematize and structure the numerous customer inquiries you receive in your inbox. With built-in tools to categorise and prioritise inquiries, your team can quickly identify the most urgent issues. This allows you to deliver targeted service, enhancing the customer experience and making it easy for customers to do business with you. One significant advantage of Herodesk is that all communication across channels is consolidated into one platform. Your team can manage emails, social media, and other communication channels from one central location. No one has to lie awake at night worrying that a customer inquiry was forgotten or overlooked during the week. Herodesk is not just a helpdesk tool but an integrated solution that elevates your customer service to a new level. By connecting Herodesk directly to your webshop, your team gains immediate access to customers’ order status and history, enabling faster and more efficient communication. This direct connection means you don’t have to search through multiple systems because your customer information and order history are all in one place. This makes it easier—and faster—for you to get back to your customers and answer their inquiries. However, Herodesk is also designed with user-friendliness in mind. The platform is intuitive and easy to navigate, so your team can quickly learn the system and deliver excellent customer service without a steep learning curve. This means you can focus on helping your customers and optimising your service rather than spending time on complex training. With Herodesk, you get an

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Anders Eiler

Sep 3, 2024

Live chats have become a staple of customer service, with more and more websites and webshops incorporating them. And why have they become so popular? It’s no mystery. These small pop-up live chats are highly effective for customer service and incredibly easy for customers to use. A live chat can quickly become a crucial communication channel for your team to deliver excellent customer service. It makes it easier to communicate with customers in real time. It brings you closer to your customers by allowing you to respond more quickly, directly, and efficiently to their questions—making it easier for them to do business with you. For several years, the E-commerce Analysis from the Danish Chamber of Commerce has shown that we choose to shop online because it’s easy. In physical stores, on the other hand, customers value personal service. But what if you could shop online and receive personal service? Herodesk has that solution for you. Direct Communication Between Webshop and Customer When you can offer your customers something extra, something they don’t get everywhere else, it can make the whole difference to their experience. Although live chats are no longer unfamiliar, not everyone has them, which can give you an advantage in customer competition. Many webshop owners are constantly looking for ways to improve the customer experience, which boosts sales, enhances customer service, and strengthens the brand. Communication between the webshop and the customer plays a crucial role in this. You’ve likely experienced it yourself: You visit a webshop to shop for outdoor gear but are unsure which tent to choose for your upcoming weekend trip. Questions pile up—you’re uncertain if the tent is big enough for everyone or if it has the right features. You want an answer quickly because you want to place an order today. But where do you get that answer? This is where a live chat function can be the fastest way to get a response. The live chat is easily accessible for the customer. It feels more manageable and efficient than sending an email to an inbox filled with other emails waiting for a response. By offering a live chat, you allow your customers to get answers to their questions while they shop, increasing the chances that they will complete their order. At Herodesk, we aim to strengthen and focus on this kind of customer service: good customer service that meets the customer’s needs while making it easy for you to handle customer inquiries. Live chat is a crucial tool that creates the best conditions for delivering excellent and satisfying customer service that your customers will remember you for. Herodesk’s Live Chat Solution Fits Your Shopify Webshop We’re in a time when the small things make a difference regarding webshops and online sales. Customer satisfaction has become a decisive factor before making a purchase. That’s why we often look at various platforms to see whether a webshop has received good or bad reviews from others. Customer service is key to getting ahead of the competition for good reviews, and a new communication tool can help you get there. That’s why at Herodesk, we offer a live chat solution that will enhance your customers’ experience and make it easier for you to provide more personalised service. Our live chat tool is specifically designed to integrate seamlessly with your Shopify webshop, allowing you to deliver online customer service in real-time. Shopify is the largest platform for webshops worldwide, and for good reason. It is incredibly popular because it offers everything webshop owners want, including user-friendliness, efficiency, and accessibility. Naturally, we also provide a live chat solution that supports this. Herodesk’s live chat gives you what you need to respond to your customers’ inquiries when they contact you. We continuously update our live chat with new, exciting improvements that further enhance communication between you and your customers. Benefits of Using Herodesk Live Chat on Your Shopify Webshop When you integrate Herodesk live chat with Shopify, you gain access to several benefits that can make a big difference for you and your customers. With Herodesk live chat, you can respond to customer inquiries in real time, which means your customers get the answers they need when they need them. This reduces wait times and improves their overall user experience. Direct communication and quick responses lead to higher customer satisfaction. Customers who feel valued and receive prompt help are more likely to return to your webshop and recommend it to others. Additionally, customers who get their questions answered quickly are more likely to complete a purchase. By offering live chat support, you can reduce the number of abandoned carts and increase your conversion rate. Herodesk’s live chat feature also allows you to provide a more personalised customer service experience. You can customise the chat window to match your Shopify webshop and brand, giving customers the feeling of receiving personal and individual attention, even when shopping online. Our live chat tool is designed to be user-friendly for your entire team. It allows you to handle multiple chats simultaneously and work more efficiently. You can also use predefined responses and keyboard shortcuts to communicate faster. Herodesk live chat is the perfect solution for responding to customer inquiries quickly and more efficiently. If you have a Shopify webshop, Herodesk is an excellent choice.

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Anders Eiler

Aug 20, 2024

The purpose of our widgets is to connect the tools you’re using daily with Herodesk: Your customer service center. Our new integration with Pipedrive connects your Pipedrive to Herodesk. When you open a conversation in Herodesk, the new widget will show: Contact details from PipedriveAll deals, including status and detailsAll upcoming activities with the contactDeep-link to the contact, deals and activities in Pipedrive, that opens them up in a new window This integration connects sales with customer service, keeping everyone in the loop and ensuring that full insight into all details about your customers. The new Pipedrive integration is free to use for all Herodesk Free and Herodesk plus customers. If you have any questions or need help getting started with the new Pipedrive app, contact us at support@herodesk.io.

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Anders Eiler

Aug 13, 2024

When we launched Herodesk almost a year ago, we thought it’d be fine to create every inbox with a default Herodesk e-mail address to which you could forward your messages (to get them into Herodesk) and from which outgoing messages would be sent, too. Turns out, it wasn’t. Originally, these default e-mail addresses looked like this: skf84jf91k@inboxes01.herodesk.io. The first thing that almost all new users asked us about was: Can’t we send from our own domain or at least change that random bit to something that makes sense? Some of our customers even had their customers contact them, saying they weren’t sure whether it was a legit e-mail they’d received. Ouch! Last month, when we released the updated Herodesk design, we also released a new way of working with inboxes and channels. Now, inboxes are created without a default e-mail channel. Instead, you can choose to connect one of our support channel types (e-mail, live-chat, Facebook or Instagram messenger) to your inbox after it’s been created. If you choose to add an e-mail channel, you must enter the e-mail address that your customers are writing to. For example support@yourdomain.com. Then we will create a new Herodesk address for you named support@yourdomain.herodesk-mails.io. To get your customers mails into Herodesk, you must create an e-mail redirect from support@yourdomain.com to support@yourdomain.herodesk-mails.io. When you reply from Herodesk, the mail to your customer will be sent from the latter address. This is already a huge improvement! The Herodesk email addresses now reflect one-to-one who’s behind it. Still, there are requests to be able to send e-mails from Herodesk using your own domain name. With the update today, that’s how possible! In your channel settings, you can choose whether to send from your Herodesk address or from your own domain name: The reason we’ve made this optional is that, in order to send from your own domain name, you must authenticate Herodesk to send your behalf. This is a bit technical and requires some DNS entities, but we’ve added a guide to help you: Once done, e-mails sent from Herodesk to your customers will, in this example, be sent from live-demo@herodesk.io. If you have any questions or need help setting it up, contact support and we’d be happy to help!

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Anders Eiler

Aug 9, 2024

Sometimes, you need to forward a conversation to an external recipient, just like the “forward” function in Outlook. With our most recent update, you can now forward a conversation with a customer to an external recipient. This can be done regardless of which channel you’re communicating with the customer on. When forwarding, the conversation is formatted as an e-mail that’s sent to the recipient you choose. You can forward conversations in two ways: Manual forward When a conversation is open, choose “More” and click “Forward”. A window will appear that lets you choose the recipient (choose either an existing contact or an e-mail address), the subject line and a message that will be sent along with the conversation. Rule-based forward You can also choose to forward a conversation as an event in Rules. For example, create a new rule like this: WHEN a conversation is created IF the conversation subject contains “invoice” THEN forward the conversation to “billing@mydomain.dk” AND THEN close the conversation This adds another dimension to the workflows you can automate with Herodesk. The new forward function is available to all Herodesk customers. Rule-based forwarders require Herodesk plus.

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Anders Eiler

Aug 6, 2024

You can quickly enhance your communication with customers and partners by creating a free account with Herodesk! Herodesk Free is our free solution that provides you with everything you need to start a more organized and centralized customer service and communication with your customers. It has never been easier to improve your customer service. Often, it just requires having the right tool. With Herodesk, you get all the conditions to deliver a more satisfying customer experience. Herodesk is designed to be user-friendly and efficient so you can get started easily. With just three simple steps, you can access Herodesk’s many features and begin working more organized and centralized with your communication. Create a free account: Start by creating an account on Herodesk. It’s free, and you don’t need to enter your credit card information.Integrate with your business: Next, set up an email forwarder from your desired domain, e.g., customer_service@yourdomain.com, and connect with your business’s social media so all messages can be loaded into the system.Log in and get started: Log in to Herodesk, and you’re ready to go! You can respond to all your customer inquiries immediately. It’s that simple. Our free helpdesk solution is great for entrepreneurs, small startups, and small businesses. Almost all features are included in our free subscription, although some will be slightly limited. But you get everything you need to get started. Herodesk Free gives you access to: 1 user 1 inbox1 webshop integration2 channels5 quick replies Signatures Tags ReportsSee everything Herodesk does here With the many included features, you can deliver a much better customer experience with just one helpdesk tool. By consolidating all your communication in one place, you can ensure you never overlook a customer inquiry again, as all messages land in a unified inbox. This centralization lets you respond more quickly and efficiently to your customers’ questions and needs. Using various tags, you can easily organize your inbox according to different criteria, such as returns, suppliers, or live sales. This makes it easier for you and your team to prioritize and handle inquiries in a structured and efficient manner. With the free version of Herodesk, you can access built-in reports that give you an overview of your customer service efficiency. These reports provide insights into factors like efficiency, workload, and the quality of your customer service efforts. By analyzing this data, you can identify areas for improvement and optimize your communication to meet your customers’ needs best. Overall, Herodesk provides an excellent tool focused on a more structured approach, helping you save time and resources. With Herodesk Plus, you get unlimited access to all helpdesk features If you need a more comprehensive helpdesk system with room for more users and the ability to create many different inboxes, then our free version might not be the right solution. That’s why we also offer Herodesk Plus, where you get unlimited access to everything Herodesk offers. You only pay 89 DKK per user per month with annual prepayment. Herodesk Plus gives you access to: Unlimited number of inboxesUnlimited number of channelsUnlimited number of widgets Unlimited number of quick replies Custom Widgets Signatures for each inbox Auto respondersAdvanced reports Push-notifikationer TagsRulesSmart foldersSmartphone App with Push notificationsSee everything that Herodesk does here Herodesk Plus is for those who don’t want to be limited and want to utilize Herodesk from day one fully. If you currently have Herodesk Free but want to upgrade to Herodesk Plus, you don’t need to worry about losing all your conversations, contacts, and settings. Everything will carry over when you choose to upgrade your subscription. With Herodesk Plus, you get everything once you have a paying user. You can easily add more users as your needs grow. Herodesk is the right solution for those looking for a helpdesk and live-chat tool that consolidates all communication in one place. With Herodesk Free, you are up and running completely free and ready to deliver even better customer service to your many customers. With our helpdesk and live-chat tool, you can start examining your customer service for free and ensure that you are always one step ahead. All messages are seen, read, and answered with just one tool. It’s both easy and simple for you to handle all the inquiries that come in during the week, and you can be sure that customers are not left with unanswered messages. Choose the solution that suits you and your business, and create a free or paid account on Herodesk today.

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Anders Eiler

Jul 31, 2024

Avoid cluttered inboxes, unanswered emails, and lack of overview with our omnichannel helpdesk and live-chat tool. Communication and customer service go hand in hand, but they can quickly become messy affairs and difficult disciplines if you don’t have a great overview, the right tools, and some good guidelines. In many companies, customer service is handled by multiple employees, and when the daily rush hits, confusion over the inbox can arise quickly when several people share the responsibility. The message is opened, but has your colleague handled it? You can’t find any response, and your colleague has left for the day. The customer’s inquiry is important, so you need to answer it as quickly as possible. What do you do? This might be a challenge and a dilemma you and your team are already familiar with. And you are not alone. This is one of the major challenges in customer service because you lack a system that gathers your communication and makes it easier and more manageable to communicate with your customers on multiple channels. But what if we told you we could provide you with all this with just one tool? Herodesk gives you a customer service and communication system that addresses the unstructured shared inbox that often leaves frustrated customers without answers to their questions. With Herodesk, all your customers’ inquiries across channels are gathered in one place: Herodesk. It is the perfect tool for those who want to streamline efforts and strengthen customer service. Avoid dissatisfied customers with the right customer service tool If you are used to a shared inbox in Outlook, it almost sounds too good to be true when we tell you you can gather all communication in one place. But you can do that with Herodesk, which gives you a really good system that makes handling your customer service significantly easier. In many companies, all incoming customer inquiries land in a single email inbox. This creates an overwhelming situation where important emails can easily be forgotten or overlooked. The lack of overview often results in dissatisfied customers who do not get answers to their questions and end up with a disappointing experience. It can be challenging to keep up with the many customer inquiries and questions that come in from different channels. Who is responsible for which channel? Have all inquiries been answered? These questions are familiar to many and make it difficult to give customers the best experience when they need help—whether it’s about a return or a purchase. Omnichannel customer service system for you and your team Herodesk is an omnichannel support tool that gives you a good overview of your communication and customer service. By omnichannel, we mean that we work together with all your channels. Whether your customers contact you via email, Messenger or Instagram, you can respond to the message on Herodesk. In addition, we also offer a live chat function, which is also available through our system. With live chat, you can write directly with your customers through your webshop in a personal, efficient, and structured way. When a message comes into an inbox on Herodesk, it can be assigned to the employee who is to handle it. Then, it will be visible in his/her “My Conversations,” where all conversations can be found. This way, it is clear who is responsible for which inquiry. For example, if a question about an order comes in, and you know that your colleague usually handles that area, you assign the inquiry to her, and she will handle it when it reaches her. With Herodesk Plus, you can also create multiple so-called “Shared Inboxes,” making it possible to group your customer conversations by specific categories. If you are part of an international company with customers in multiple countries, you can optimally organize conversations by country or city. If you have different teams, such as administration, store, and warehouse, conversations can easily be grouped by these departments. This way, you always know which department is involved. With Herodesk, you can design the structure exactly as it suits you and your team best, ensuring efficient and organized customer service. By choosing Herodesk, you create really good conditions for yourself and your team. You get a more structured approach to your general communication with customers and partners. Herodesk is an efficient and affordable solution, giving you a stronger foundation for delivering good customer service.

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Anders Eiler

Jul 9, 2024

Dinero.dk is a Danish accounting software company that simplifies accounting and invoicing for small and mid-sized companies. That’s right up our alley! To help some of the many companies using Dinero for their accounting and customer invoicing, we’ve built an integration between Herodesk and Dinero. Herodesk is already an omni-channel support system. It collects all customer messages from e-mail, live chat, Facebook Messenger, and Instagram DMs on one platform. With our new Dinero integration, we automatically look up your customers’ details and invoices sent to them from Dinero, when you open a conversation with them. This will save you a lot of time from navigating between different tools and systems. With this solution, you have everything you need to reply to your customers in one single window. Besides listing details about your customers and their invoices from Dinero, the integration offers: Deep-link into Dinero to easily access a specific invoice and make changes if neededQuickly download the invoice as a PDFRe-send a copy of the invoice to the customer via e-mail All of the above can be done with just the click of a button. You can read more about our new Dinero integration for Herodesk here. The new Dinero widget is available to all customers of Herodesk Free and Herodesk Plus. To get started, go to Settings → Widgets and install the new Dinero widget. It only takes a few minutes, and then you’ll be up and running. If you have any questions, don’t hesitate to contact us at support@herodesk.io.

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Anders Eiler

Jul 4, 2024

Do you know the feeling of finding a fantastic tool to improve your business and simplify your daily operations? And perhaps also the disappointment of discovering that the tool doesn’t work with your webshop system? It shouldn’t be that way. We believe working with systems that integrate with your platform should be much easier. Fortunately, Herodesk provides you with access to various integrations for webshop systems. When you integrate Herodesk with your webshop, you have customer data and order information in the same place where you communicate with your customers. This makes it easy for you to strengthen your customer service and streamline its handling. It quickly becomes too complicated when you must communicate with customers in one place and retrieve order information from another. This creates unnecessary hurdles for you in your daily operations, which we aim to eliminate. What integrations do we offer for our helpdesk tool? One of the most important elements of Herodesk is the integrations we offer. With the right integrations, you get even more out of our platform. Therefore, we continuously expand the number of integrations so that all webshops can use Herodesk with their current systems. Read more here about the integration options available to you. Shopify is one of the largest webshop platforms in the world, and it’s also one of the most popular. Therefore, you will also find a Shopify integration for Herodesk, which gives you even more options to communicate more precisely with your customers. With this integration, we ensure you have all your customer and order information at your fingertips daily. All information is easily accessible within our system. You might also be one of the many Danes with a webshop or website through DanDomain, which offers DanDomain Classic and DanDomain Webshop. Herodesk integrates with both systems, allowing you easy access to all the data you need when responding to customer inquiries. This could be customer information, order details, or shipping information. When you integrate Herodesk with DanDomain, you avoid long response times and resource-intensive customer service. If you use WordPress’s own webshop system, WooCommerce, Herodesk also offers an integration for you. You can easily and quickly integrate your WooCommerce webshop with our helpdesk tool and take the first step towards even stronger customer communication. With this integration, all your customers’ information and order details are transferred to Herodesk, making responding to their inquiries easier and more efficient. Additionally, we are proud to be the only helpdesk system offering plug-and-play integration with the Shoporama platform and built-in integration with Ideal.shop. With Herodesk, we aim to offer our users something extraordinary, enabling all webshops to deliver better customer service. We aim to strengthen the entire communicative effort from the webshop to the customer. As with the other integrations, we also create an effective interplay between communication and the customer’s order. Integrations between webshops and customer service increase efficiency Why is it important to have integrations that bring the customer’s information closer to the platform from which we send messages? It’s essential because responding to the many customer inquiries can quickly become very resource-intensive for the webshop owner or employee. Switching between multiple systems significantly extends response times and reduces efficiency. By gathering all relevant information in one place, you can respond to inquiries faster and more efficiently, improving productivity and the customer experience. When you integrate Herodesk with your webshop system, you quickly notice how many possibilities you can now access. We are continuously working to offer even more integrations, making it easier for you to be a business owner. If you are missing a specific integration with Herodesk, please contact us. Herodesk becomes an even better tool with your input, as our helpdesk system is developed to focus on your and your customers’ needs. We continuously optimize Herodesk with new features and improvements, giving you even more opportunities to provide customers with a great user experience.

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Anders Eiler

Jun 25, 2024

Herodesk is an efficient omnichannel helpdesk and live-chat tool that centralizes your customer service and communication. It almost sounds too good to be true, but that’s the foundation of Helpdesk – making it easier to provide the world’s best customer service. Today, customers are present on multiple media and platforms and expect companies to be there, too. Some might say it’s almost a given. Social media like Instagram and Messenger, along with more traditional channels like email, live chat, and phone, are all important contact points where you must be present. This means your company must handle inquiries on many different platforms. If you’ve already tried navigating without a GPS through many inboxes, you know how challenging it can be to find the right route. It requires maintenance, time, hands – and, most importantly, an overview. When customers contact you and your company, they expect a quick and precise response. This is because it has become so easy to communicate with companies today through apps on mobile devices. If their inquiries aren’t answered quickly enough, it can result in a poor customer experience and potentially lost sales. It becomes even more complex when inquiries come from multiple channels, making it hard to track who is responsible for which inquiries and whether all customers have been answered. Additionally, some inquiries may be overlooked, harming your reputation and customer loyalty. An efficient omnichannel platform for your customer service Herodesk offers an efficient solution to these challenges with our omnichannel customer service platform. By centralizing all your communication channels in one system, you can ensure that no message is overlooked and that all customer inquiries are handled efficiently – and quickly. Our helpdesk tool supports integrations with popular communication channels such as Instagram, Messenger, Live Chat, and email, allowing you to communicate with your customers on their preferred platforms – all from one place—messages from Instagram, Messenger, Live Chat, and your email all land directly in Herodesk. There are many benefits to choosing a tool like Herodesk to help you manage your customer service. Our omnichannel solution provides you with: Centralized communication: All customer inquiries in one platform. Efficient responsibility distribution: Assign responsibility for a message to a specific employee. Faster response times: Greater overview leads to greater efficiency. Automation options: Auto Responder sends automatic replies to customers. Integrated follow-up: Automatically send customer satisfaction surveys. Rule setup: For example, if the subject line contains the word “return,” move the conversation to a special folder for that. Built-in features create structure and save time Herodesk offers a comprehensive and user-friendly solution for organizing your customer service. When a customer first writes to you, they are automatically created as a new contact in Herodesk. All future messages from the customer, regardless of the channel they come from, are saved on a contact card. This creates a structured and easily accessible archive of all historical and ongoing conversations with the customer. To facilitate the organization of conversations, you can use tags. With tags, you can categorize conversations by relevant topics or themes. You can create as many tags as needed, and a conversation can be assigned multiple tags. This allows you to organize conversations more effectively in your daily operations and also enables you to filter and view statistics for conversations with specific tags. For example, you may want to divide your customers by language if you work internationally. Or perhaps you want to structure the inbox by new orders, returns, and questions. You should take advantage of Herodesk’s features to your benefit. Herodesk also offers an intuitive status function to help keep track of where each conversation stands. Each conversation can have one of three statuses: Pending, Open, or Closed. The ‘Pending’ status indicates that the customer is waiting for a response from you, while the ‘Open’ status indicates that you are waiting for a response from the customer. When a customer responds to an open conversation, the status automatically changes to ‘Pending’ to signal that the customer is again awaiting your response. Similarly, the status changes from ‘Closed’ to ‘Pending’ if a customer sends a reply in a previously closed conversation. With these features, you can fully utilize our omnichannel customer service tool, taking control of communication and delivering first-class customer service to all customers. The tool of the future in customer service It will only get harder to keep up with the many channels, apps, and systems your customers use to contact you. By choosing Herodesk as your customer service platform, you are well-equipped for future challenges. With our continuous updates and improvements to the system, we ensure that your company always has access to the latest tools and technologies in customer service. This means you can continue to deliver outstanding customer experiences, no matter how the communication landscape evolves. Outstanding and efficient customer service is crucial for any company’s success. By centralizing your communication channels and streamlining your processes with Herodesk’s omnichannel helpdesk tool, you can ensure that no customer inquiry is overlooked and that your customers always receive the best possible experience. Save time and resources, improve your customer service, and build stronger relationships with your customers with Herodesk.

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Anders Eiler

Jun 18, 2024

Here are the updates this week: Automatic interface updates The first thing we’ve introduced are a set of features that automatically update the Herodesk interface whenever there's a change. This means you can focus on your conversations, knowing that the interface is always up to date. When a message is added to a conversation, automatically add it to the conversation list When a conversation changes status, automatically remove it from the conversation list if it no longer meets the criteria of your view (fx if it changes status from “Pending” to “Open” and you’re viewing the “Pending” conversations, remove it from the list) Update the inbox list with the number of unread messages instantly (before, there was up to 30 seconds delay) Show who is viewing what conversations in the conversation list and update it as your colleagues work their way through the pending conversations All of this now happens on the fly, so you do not need to refresh the screen (as you had to before) to get an updated view. Automatically load new messages When you have a conversation with a customer open, Herodesk will not automatically load new messages from the customers as they come in. Before, again, you had to refresh your browser to see the newest messages. In addition, changes to the conversation (such as changes to its status, inbox, or assignee) are also added on the fly. This makes it much faster to work in Herodesk and gives you a smoother feeling when working in our system. Show when someone is typing… When a conversation with a customer is via our new Live chat, the following improvements have been implemented: In the live chat widget on your website: Show when you (or one of your colleagues) have started typing a message In Herodesk, when chatting with a customer: Automatically load new messages that the customer sends via the Live chat (no need to refresh) Show when the customer is typing a message and display the draft as they are typing it in real time! The last improvement—showing drafts as they are being typed in real-time—is especially neat, giving you a head start on replying to the customer. — We’ll continuously release updates like these to improve the user experience when working with Herodesk. Much of this is based on feedback from our customers, so please share your wishes and opinions with us so we can use your feedback to improve.

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Anders Eiler

Jun 14, 2024

1. Overview of Multiple Communication Channels Keeping track of the many customer inquiries and questions that flood one inbox after another is not always easy. Who is responsible for which channel? And have you replied to them all? This is a challenge that many can relate to, and it often clashes with the desire to give customers the best experience when they need help, for instance, with a product return or questions related to a purchase. Today, companies are present on multiple media and platforms to be where their customers are. But this requires maintenance, time, hands – and, not least, an overview. Herodesk offers you an omnichannel support solution where all your channels are centralized and gathered in one place. This includes Instagram, Messenger, Live Chat, and Email. You can communicate with your customers on all channels in one place – making it easier, faster, and more accessible. With our helpdesk tool, you and your team ensure that you never miss a customer inquiry again. 2. Distribution of Responsibilities Among Multiple Employees Customer service is distributed among several different employees in many companies, and challenges quickly arise when many emails and messages need to be answered. But how do you avoid confusion and ensure that all tasks are handled? Often, one email address receives all incoming customer inquiries, which then pile up in the inbox. This is both unmanageable and inefficient because it often leads to forgotten emails that remain unanswered. The overview was lacking, and a customer did not receive an answer to their questions, leaving them dissatisfied. Fortunately, a customer service tool now eliminates the unstructured inbox. With Herodesk, all customer inquiries across channels are gathered in one place, and you can then assign each inquiry to a specific employee. The inquiry can now be seen under his/her “My Conversations,” and there is no doubt about who is responsible for which inquiry. You can also create so-called “Shared Inboxes,” which allow you to group your conversations with customers within a given category. Perhaps you are part of an international company working with customers in several different countries, where it would be optimal to categorize them by country or language. It could also be that you have several different teams, such as sales, marketing, and administration, where it makes sense to group conversations accordingly. With Herodesk, you design it precisely to make sense for you and your team. 3. Slow Response Times Slow response processes are as frustrating for your customers as roadworks on a Monday morning. It just doesn’t work in practice, and it ruins the rest of the day. You are undoubtedly already familiar with this challenge, which you have tried several times to plan, structure, and streamline without success. And just like roadworks, sometimes you need a machine’s help. Herodesk offers Auto Responders, which automatically sends messages to customers when they enter the system. When a new conversation opens, you can set Herodesk to automatically send a message to the customer with information on when they can expect a response, if there is a holiday, or similar. Similarly, you can also send an automatic message when a conversation is closed. This could be with a customer satisfaction survey, for example. Many are actually bad at following up on whether their customers had a good experience or if they have feedback that can be used to optimize the customer experience in the future. When something is automated, we don’t forget it, and it provides much better customer service. Both now and in the future. Doesn’t that sound smart? We think so, too – and that’s why it’s also one of our most popular features. 4. Answering the Same Questions Every Day You open the inbox. You’ve seen the questions before, and now you have to answer them again. Although it’s entirely natural for customers to have the same questions that require the same answers, it quickly becomes time-consuming when you have to repeat yourself several times a week. Maybe you’ve thought: “Isn’t there an easier way to do this?” Yes, there is – and the answer is Herodesk. We’ve ensured a Quick Replies function. Here, you can predefine a text that can be quickly forwarded to the customer when the same question pops up in your inbox. With keyboard shortcuts to open our Quick Replies menu, answering your customers' questions has never been easier. Find the answer, insert it, and send the message. With a few clicks, the customer has received a satisfactory answer to their question, and you have more time to handle the more resource-intensive inquiries. You can create as many as you and your team need and choose who can access them. 5. Lack of System Integrations You log in and out of systems daily to tackle the many tasks of running the business. But one system after another doesn’t play on the same team, and you can’t collect your data, orders, communication, etc., anywhere. When we started Herodesk, this was one of the first bumps in the road we wanted to eliminate; it should be easier to work with systems and first-class customer service. Therefore, you will find integrations with the webshop systems Shopify, DanDomain (both the new and Classic), WooCommerce, Magento, Shoporama, ideal.shop, and PrestaShop. That way, you immediately get an overview of your customer and order information that you need for customer handling and service. In addition to webshop integrations, as mentioned earlier in this post, you can access integrations that gather communication from different channels, including Instagram, Messenger, Email, and Live Chat. Herodesk also gives you access to a SmartPack integration, where you can keep track of the status and tracking codes of all orders. Herodesk is continuously optimized with new features, initiatives, and, not least, new integration possibilities. More will be added continuously, giving you even more opportunities to maximize our helpdesk tool. By tackling these challenges, your webshop can deliver a better customer service experience that satisfies your customers, creates loyalty, and promotes growth.

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Anders Eiler

Jun 11, 2024

With this update, we're bringing you a convenient way to connect with your customers. You can now create your own Live Chat and seamlessly add it to your website. This means your customers can write to you and chat directly with you, all through the new Live Chat feature. When setting up a new Live chat for your website, you can customise: The colors so it match your websiteWelcome messageOpening hoursExpected reply timeAdditional message to be sent if someone writes to you outside your opening hoursWhen a visitor sends a message to you via the Live chat, a new conversation is created in Herodesk and added to the “Pending”-list, along with your other email, Facebook and Instagram conversations. If the visitor writes to you for the first time, we’ll give them a random name in Herodesk. They can then choose to enter their name and e-mail address. If they do, they can choose to copy the chat conversation to e-mail so that when you reply from Herodesk, your message will be sent both to the visitor in the live chat and to their e-mail address. Regardless of how the contact replies, the reply will be added to the ongoing conversation. This is smart if they are writing to you outside of your opening hours so that when you reply several hours later, the contact will also receive your reply via e-mail. A visitor can create multiple conversations with you, and the live chat will remember who they are if they leave your website and come back later, so they can continue ongoing conversations. – You can create multiple live chats in your Herodesk and, for each, choose which inbox messages from visitors will be delivered to. This is smart if you have multiple websites or languages so that each widget can be customised accordingly. Live chats are available for both Herodesk Free and Herodesk Plus customers. Read more about the new Herodesk Live chat here.

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Anders Eiler

May 31, 2024

This update brings three new things to Herodesk: 1) Block contact You can now block a contact in Herodesk. If you do so, all future messages from this contact will automatically be marked as SPAM. If a contact is blocked by mistake, you can always unblock him. 2) A new Junk folder We’ve added a new smart folder named Junk to all Herodesk accounts. It contains all messages that are marked as Spam. You can disable it in your smart folder settings if you don't want it. 3) Added conversation status to rules With this update, you can create Rules and Smart folders that filters based on the status of a conversation. We’ve also added a new Rule to all Herodesk accounts that automatically block a contact if you mark one of his conversations as spam. This rule is disabled by default but can be enabled in the Rules settings. Putting all this together, it’s now possible ensure that when you mark one conversation from a contact as spam, all future messages from that contact will also be marked as spam. And you can see all these conversations in the new Junk folder. In the future, we’ll add functionality to detect spam automatically, so you won’t have to worry about it.

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Anders Eiler

May 7, 2024

Today, we are introducing Rules: A new power feature that will let you customize how Herodesk works to fit your business needs better. Imagine this: When a conversation has been open (waiting for the customer) for more than 72 hours, close it automatically. When a new conversation is created, if its subject contains the words “automatic reply” or “out of office”, delete it. In other words, by creating rules, you can modify and automate the handling of a series of events in Herodesk. This becomes truly powerful when combined with contact custom fields, tags and smart folders. For example: When a message is received in a conversation, if it is inbound (sent by the customer) and contains the word “return”, add the tag “Return” to the conversation. If you also have a smart folder that contains all conversations tagged with “Return,” all conversations containing that word will now automatically be added to that smart folder! Or … When a new conversation is created, if the contact has more than 10.000 Instagram followers, add a “VIP”-tag to the contact. Given that you have a smart folder that contains all conversations from contacts tagged with “VIP,” you know you should prioritize these conversations. There are hundreds, if not thousands, of ways to build Rules. A Rule’s structure is always like this: WHEN - [something happens] THEN - [add one/more conditions or events] Rules can trigger when a conversation is created, updated or has been open or pending for more than X time, when a message is added to a conversation or when a contact is created or updated. Then, there are many variables upon which you can build your conditions, including message content and contact custom fields. You can have as many And-If conditions as you need to ensure your rule only applies when you want it to. And finally, you can apply one of the current 13 pre-defined events, such as: Change status or assignee on a conversationAdd/remove tags from conversations or contactsAdd an internal note to the conversationSend a message to the customerStart new conversationDelete conversation In the future, we’ll add more conditions and events, such as e-commerce metrics (if the customer has purchased for more than X within the last Y months) and AI (if the customer sounds super angry, tag them with X). The possibilities are endless, and we’d also love to hear your ideas and suggestions about what conditions and events would make sense to you. The new Rules update is available to all Herodesk Plus customers now.

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Anders Eiler

May 2, 2024

We are super excited to announce the release of a project that we’ve been working on for the past weeks: Herodesk is now available as an iPhone app, Android app, and a desktop app, that works across platforms. How to install the Herodesk App Our app is built on a technology called PWA, which stands for “progressive web applications.” This means it’s not installed via the App Store but instead via the internet browser on your device. To install the Herodesk app: Open your browser (this must be Safari on iPhone)Go to https://app.herodesk.ioEnter your organization identifier and then sign inClick the “Share” icon and click “Add to Home Screen” That’s it. You now have Herodesk as an app on your mobile device. Push notifications Besides being able to reply your customers on-the-go, our new app comes with push notifications as well. Once you’ve installed the Herodesk app on your device you can enable push notifications by: Open the app on your deviceClick the menu at the top rightClick your name at the bottomClick “Push notifications” in the menuEnable push notifications Then you can decide what kind of push notifications you want. You can choose to receive one every time a conversation is assigned to your, and/or every time a new message is received in one of your selected inboxes. Finally, you can choose to have the icon on your home screen display the number of pending conversations in one of your inboxes or smart folders. — The new Herodesk App has the same functionality as our online system, so you’re not missing out on any functionality by using the app. If you have any questions or feedback, don’t hesitate to reach out to us!

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Anders Eiler

Apr 19, 2024

When we launched Herodesk six months ago, we intended to be available internationally from day one. We want to offer our products to customers across countries, time zones, and languages, so it felt natural to launch it in English. However, it seems that we’ve underestimated the importance of localising our product to the markets, languages, and customers we want to attract. That’s why we’re excited to announce that Herodesk is now available in both English and Danish! ?? Every user can decide for themselves which language to use in Herodesk. To change the language: Click on your profile picture in the upper right cornerChoose “Profile”Select your preferred language in the dropdown We’ll be sure to add more languages in the future as we start serving customers from more countries.

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Anders Eiler

Apr 5, 2024

We just released an update that significantly increases the collaboration between team members in Herodesk. Live Updates of who’s viewing a conversation Herodesk now shows you if multiple team members have the same conversation open. This is to avoid the scenario where multiple people are replying to the same conversation at the same time. If one of your teammates opens the conversation you are currently replying to, a “bubble” will appear at the top, showing that they just opened the conversation. This also applies at their end, so they can see that you have the same conversation open. This is updated in real time, so it always reflects who is working on what. New warning sign if someone is already replying to a conversation When you open a conversation, a yellow “warning sign” will appear next to the “send reply”-button if one of your colleagues is already in the process of typing a reply. These two features are the first in a series of upcoming updates that’ll improve the collaboration in Herodesk when multiple people are handling your customer questions. If you have ideas, suggestions or wishes to what the next should be, let us know at support@herodesk.io.

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Anders Eiler

Mar 17, 2024

We’re happy to announce that we’ve released a new integration for all Magento 2 webshops! Magento 2 is one of the most popular open source ecommerce platforms, and it’s especially popular among the larger webshops, due to its flexibility and scalability. We’ve been approached by a number of Magento 2 webshop owners who would like to connect their webshop with Herodesk. With this new widget we’re happy to say that it’s now possible! To get started, you need to create a new Integration in your Magento 2 admin. Unlike most of our other integrations, the installation must be initiated from within Magento. Use: Callback URL: https://app.herodesk.io/widgets/install/magento2/callback Identity link URL: https://app.herodesk.io/widgets/install/magento2 During setup in Magento, and our installation flow will automatically take care of the rest. Once connected, our widget will automatically find all orders matching your customers e-mail address in your Magento 2 webshop and display them with all their relevant details inside Herodesk. If you have any questions about how our new Magento 2 integration with Herodesk works, or you need help setting it up, don’t hesitate to contact us.

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Anders Eiler

Mar 11, 2024

While we’re constantly adding small improvements to Herodesk – largely based on the feedback from our users – once in a while, we release something big. This is one of those releases. Custom Fields on Contacts may not sound like a big deal, but this new feature will add an extra level to Herodesk and will let you customise it even more for your business. Don’t want to read the whole post? Just watch the video below! What are custom fields? A custom field lets you store data. We cannot have pre-defined fields for all the kind of data that our customers want to save about their customers. So, instead, you can now set up your own custom fields to save the data you need. This could be additional information about your customers, such as: Company nameNumber of employeesAnnual revenueLast date of purchaseVIP club memebership Etc., etc… The possibilities are endless. We support seven kinds of data in the new custom fields: Text – a raw text you can enterNumber – must be a numberCheckbox – yes or noDate – a dateDate & time – a date and a timeSelect (dropdown) – lets you choose one of a set of predefined optionsMulti-select – lets you choose one or more of a set of predefined options … and you can add as many custom fields as you need. How to use Custom Fields Saving a lot of data on or about your contacts doesn’t do much in itself. Now, how we’ve made it possible to integrate those data with the rest of Herodesk is where things get exciting. As of now, you can use custom fields in two ways. Display it in the Contact Widget on the right-hand side of every conversation. You can choose for each custom field whether its value should be displayed. Use it in Smart Folder rules. You can filter the value of each custom field in smart folder rules. For example, if the number of employees is larger than 10, if the last order date was less than one week ago, or if the annual revenue is larger than €1.000. In the future, we will add an API that lets you synchronise the custom fields with your backend systems to ensure they are always and automatically up to date, and you’ll be able to both set and read the values of custom fields in the upcoming “Rules”-feature – but more on that later. If you have any questions about the new Contact Custom Fields, don’t hesitate to contact us.

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Anders Eiler

Mar 7, 2024

Up until now, we’ve posted on the blog whenever we released a big, new feature for Herodesk. That has also been the case to some extent in February, as we posted when we released our SmartPack integration and Prestashop integration. That’s not all we’ve done in February, however, so in this post, we’ll catch up on all the other product enhancements we’ve released. The majority is based on feedback from you and our other customers. So thank you so much! It’s a great inspiration and we truly appreciate it and hope you can see, that we listen to your feedback and implement improvements as quickly as possible. Quick Search As more data is stored in your Herodesk, it gets increasingly difficult to find things. To help solve that, we’ve added a system-wide quick search functionality. It searches across conversations, contacts, attachments, inboxes, etc.. Use Cmd+k on your Mac (or Ctrl+k on Windows) to open the Quick Search menu. Start typing, and suggestions will appear below. Use the arrow keys to find the item you’re looking for and press “Enter” to open it. Attach multiple files Up until now, you’ve only been able to attach files to messages once. You can select multiple files, but you can’t select multiple files from different folders one at a time. This was obviously annoying. So we fixed it. Now, you can upload files one at a time, and they are shown with a neat preview, so you know exactly what you’re attaching to your messages. This applies to regular replies, internal notes and when you’re starting a new conversation with a contact. All the other stuff… We’ve also added features to: Merge conversations There can be a ton of reasons why you want to merge two conversations into one. Whatever they are, it’s now possible! Change contact of a conversation The most common use-case for this is you forward an e-mail manually to Herodesk. Then, the system will think that you are the contact that should receive the reply. Now, you can change the contact of the conversation so the right person receives the reply. If the contact you want to change the conversation to isn’t in your Herodesk yet, you can easily add them as part of the process. Xpressen T&T codes If you’re using Xpressen as a currier, then our e-commerce widgets will now show T&T codes for them. Lots of User Interface improvements We’ve made a lot of user interface improvements to Herodesk. Made it look nicer, gave it a better “feel”, and made it more mobile-friendly. We still don’t have an app, but that’s on the drawing board, too. Some of the things that are coming up are a Magento 2 widget, Custom Fields on Contacts, and Triggers/Workflows. If you have anything else you’d like us to add to the list, don’t hesitate to let us know

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Anders Eiler

Feb 22, 2024

We’ve gotten a lot of feedback recently from Prestashop webshop owners who like Herodesk but lack the integration between our helpdesk tool and their webshop platform. We are trying to accommodate as many small and mid-sized webshop owners as possible, and the priorities are, to some extent, decided by what our customers are asking for. So, because several have asked for a Prestashop integration, we’re happy to announce that it’s now ready and available for all Heordesk users! When you open a conversation with a customer, our new Prestashop widget will automatically fetch all his/her orders from your webshop and display them inside Herodesk in the right-hand side widget pane. This makes it incredibly easy to get an overview of what has been ordered and the status of each order. You no longer have to switch between your helpdesk and Prestashop admin and waste time manually looking up a customer's orders. It’s all easily available inside Herodesk. All details, such as order status, payment status, delivery information, track and trace shipping codes, and what has been ordered, paid, given as discounts and customer notes, are there. If you need to make changes to the order, there’s a direct link to your Prestashop admin that opens the order, ready for you to do whatever is needed quickly. Instead of another module that you would have to install in your Prestashop, the new integration uses Prestashops Webservice interface. This means that you simply have to create an authentication_key in your Prestashop Admin, insert it into Herodesk, and you’re up and running! And don’t worry if all this “webservice” and “authentication_token” stuff sounds a bit technical. We have a guide to help you and can also assist you directly to get you up and running! The new Prestashop widget works for: Prestashop 1.6.xThirty BeesPrestashop 1.7.xPrestashop 8.x It supports multi-store. If you have multiple separate installations, you can connect to all of them. And finally, it is free to use and install for all Herodesk users!

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Anders Eiler

Feb 16, 2024

Today, we’ve launched a new integration with SmartPack WMS. SmartPack WMS is a warehouse management system built to help e-commerce businesses keep track of all their orders, products, warehouses, what’s in stock, what needs to be shipped, and if any items are missing. The new integration is implemented as a widget that works similarly to our existing e-commerce platform widgets (like those for Shopify, DanDomain webshop, WooCommerce, etc..) When you open a conversation with a customer, the widget automatically gets all their orders and displays them and their status. This makes information such as tracking codes and if any items are out of stock, etc., easily available. And, of course, it has a button that leads you straight into the Smartpack WMS system if you need to change or update anything. The new SmartPack WMS widget is available for all Herodesk users. Existing SmartPack WMS customers can install the widget directly from the SmartPack App Library, and the integration will automatically be configured and ready to use in Herodesk.

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Anders Eiler

Feb 11, 2024

When handling tens, hundreds or thousands of conversations with your customers across multiple channels every month, it becomes increasingly important to be able to drill down into the data to see and understand where the workload is coming from and if it’s being handled correctly. To help you do that, we have now released a new Reports module. All users with Admin or Manager rights will now see a new “Reports”-tab in the top menu. This will lead to the new reports section. In this first release, there are 15 metrics across three different reports. See the video below or keep reading to get an introduction. Conversations The conversations section gives insight into the number of new conversations, how many are pending and open, and how many you’ve re-opened. Use this to get an insight into how many conversations you receive in the different inboxes, channels or with various tags across time. Busyness The busyness section shows you at what time of the day and week your team is most busy. It covers new conversations, messages received and messages sent. Use this to see if you need to reallocate resources to be better available when your customers are contacting you. Effectiveness The effectiveness section lets you see how effective you and your team are at handling your customer's questions. It gives you insights into how many conversations you’ve replied to, messages you’ve sent and (perhaps more importantly) the median time from a conversation is created until it receives its first reply or is closed. Filter and drill down into the data For every report, you can drill down into the data and zoom in on: One or more inboxesOne or more channelsOne or more tagsOne or more specific users (only on the effectiveness report)And, of course, select the time frame for which you want to see data. The graphs also compare your selected time frame with the previous period. If you wish to see data for this month, corresponding data for the previous month is added to the graph for comparison. Export data Sometimes, you need to work with the report data in other formats or compare it to other data from your business. To accommodate that, we’ve added an Export feature that lets you download all the report data you see in CSV or Excel format. The first 15 metrics are available now. They are updated daily, during night-time. If you have any questions or if there are reports or metrics you think are missing, don’t hesitate to contact us and let us know.

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Anders Eiler

Jan 30, 2024

We’ve fallen into this trap one too many times ourselves. We’re in the middle of writing a message, and for whatever reason, intended or not, we navigate away from the page. The message is gone. Sh*t. With this update, Herodesk will automatically save your messages to customers as drafts as you’re writing them. No more accidentally losing a long message. If you navigate away from a conversation, your draft will be right where you left it when you return. You may have noticed the new Smart Folder that we’ve added to your left-hand pane: “My Drafts”. It contains exactly what you would expect: All the conversations where you have a saved draft waiting to be sent. Do you like it? Let us know what you think. Send your feedback to support@herodesk.io

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Anders Eiler

Jan 9, 2024

Today, we’ve released two small product enhancements that will make Herodesk easier for you to use. Conversation logWhenever a conversation is assigned to a person or inbox or its status changes, it is now being logged and displayed as part of the timeline. This makes it easy to get an overview of who’s doing what in a given conversation. New message notificationsUp until now, you’d have to refresh Herodesk to see if there are any new messages. With this update, Herodesk will continuously check if there are any messages, and if there are, give a pliiing sound, indicate it in the tab header, and mark the inbox with the new message in yellow. All you need to do is have a Herodesk tab open on your computer. We’d love to know how this works for you. Please share your feedback on support@herodesk.io – thanks!

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Anders Eiler

Jan 5, 2024

All the feedback we’re getting right now is so important to us when looking at the backlog and prioritising what to do next. We’ve received a lot of requests for the feature we’re releasing today, so we’re super excited to announce Auto Responders! With Auto Responders, you can set up automatic replies that Herodesk sends to your contacts in two scenarios: When a new conversation is openedWhen an existing conversation is closed You can set up as many Auto Responders you need, and for each of them, specify which inboxes and/or channels they should apply to. Note that Auto Responders can’t overlap. You can only have one enabled Auto Responder for the “Sales”-inbox and “E-mail”-channel. There are several use cases where Auto Responders can help improve your customer service, such as: When a new conversation is opened, let the contact know when they can expect a reply from you. Setting expectations avoids disappointments and unhappy customers.Include relevant information to your self-service tools to your customers, such as FAQ, Help Centers, order tracking etc.Send a customer satisfaction survey when an existing conversation is closed to learn if you’ve done a good job and how you can improve. To prevent spamming, we’ve built in a few security measures: Regardless of how often a conversation is closed, a “closed conversation Auto Responder” can only be sent once every 3rd dayA conversation with a contact on Facebook Messenger or Instagram Messenger is one long thread. If there has been more than 3 days since the last message, it’s considered a new conversation and the applicable Auto Responder is sent again Auto Responders is released and available for all Herodesk Plus customers. If you’re a Herodesk Free user and would like to try it out, contact us for a trial. To get started, go to Settings in the top menu and select Auto Responders in the left-hand menu. And as always, don’t hesitate to share your thoughts and feedback with us. It only helps make Herodesk even better!

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Anders Eiler

Dec 15, 2023

When you’re in the middle of a conversation with a customer, you sometimes need to ask someone a question to answer the customer. Usually, you’d just add an internal note with the question and assign the conversation to that person. However, sometimes you need to ask someone who’s not part of your Herodesk team. We now have a solution for that: Side conversations. Side conversations are for when you need to ask someone outside of your Herodesk-team – a colleague not working with customers on a daily basis, a supplier or another external party. Side conversations are always sent via e-mail to the recipient, regardless of which channel the parent conversation is using. When you create a new side conversation, you can choose to include the full conversation history of the parent conversation in the message to the recipient. This is useful if they need it for context. Whenever there’s an update in a side conversation, it is reflected in the parent conversation, making it easy to stay up to date. You can see a full video walkthrough of the new feature below. The new “Side conversations” feature is a Herodesk Plus feature. If you have any questions, feel free to contact us.

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Anders Eiler

Dec 7, 2023

After we were finally able to release our Facebook Messenger integration two weeks ago, we dived head-first into the next one. And so, we’re super excited to be introducing our new Instagram Messenger integration! The Instagram Messenger integration works in the same way as the Facebook Messenger integration. It is a channel through which you can communicate with your customers, fans and followers. To connect your Instagram account, click Settings -> Channels -> Add Channel, and choose Instagram. It is important that your Instagram account is a Professional account and that it has been connected to your Facebook Business account. If you’re in doubt about this, you can find Instagram’s guide on how to set that up here. With this update, Herodesk now lets you communicate with your customers via E-mail, Contact Forms, Facebook Messenger and Instagram Messenger. The advantages of connecting all your channels into one unified help desk tool are obvious: You have it all in one place, it’s easy to collaborate with your colleagues about who’s doing what, and you’re 100% sure that no messages are ever overseen, forgotten or not replied to. Ultimately, it’ll lead to you giving your customers better service, which in turn leads to happier customers who return and keep buying from you. You can see a full video introduction of how it works and how to get started here: And as always, if you have any questions, thoughts or feedback, let us know!

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Anders Eiler

Dec 1, 2023

Last week, we introduced multiple channels and our new Facebook Messenger integration. With that update, the same person is now able to send messages from different channels, but without Herodesk always identifying that it is indeed the same person. To help solve this problem, we’ve released a new feature: Merge contacts. If the same person appears with multiple contact entities, you can now merge them into one, so regardless of which channel they use to contact you, their messages are always from the same contact entity in Herodesk. This makes it easier for you to get a full overview of the contact conversation history. When merging two contacts, it’s important to pay attention to how it works behind the scenes: The contact you’re merging from will be absorbed by the contact you’re merging with. Properties, such as name, email, etc., that are not empty will not be overwritten.Empty properties will get the value from the contact you’re merging from. All conversations and messages will be re-assigned to the contact you’re merging with.The contact you’re merging from will be deleted. Merging two contacts is an action that cannot be undone. To merge two contacts, go to Contacts in the top menu and find the contact you want to merge from. Click the “Merge”-button and choose which contact to merge with.

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Anders Eiler

Nov 27, 2023

This is one of those blogs that we’ve been looking forward to writing for weeks. Now, it’s finally here: Introducing Channels and Facebook Messenger! Let’s start with Channels. Up until now, you’ve been able to communicate with your customers using E-mail. We consider E-mail a “channel”. A “channel” is a way that messages can be sent to or received from customers. Because we’ve only supported e-mail up until now, the “Channels”-settings have been hidden in Herodesk. No need to make things more complicated than they have to be, right ?But with this update, you’ll now find a “Channels”-setting in your Herodesk settings from where you can manage the different channels that send and receive messages. This is a huge step towards an important goal: To let you centralize all your customer support in Herodesk. That leads us to the next thing we’re announcing today: Integration with Facebook Messenger! You are now able to link your Facebook Page’s Messenger to Herodesk. This means that all messages your customers send to your Facebook Page’s Messenger will be received in Herodesk, and when you reply from Herodesk, the reply will be sent back to the customer on Facebook! ? See how it works here: We want Herodesk to be your central customer support hub, so we’ll be adding more channels in the future. No matter how your customer contacts you, you should be able to handle it from one place: Herodesk! Up next are Instagram Messenger, WhatsApp, and Live Chat.

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Anders Eiler

Nov 20, 2023

As part of our continuing efforts to help small and mid-sized businesses and webshops improve their customer service, we’re super excited to announce that we’ve built one more integration: Ideal.shop The new Ideal.shop widget integrates Herodesk with your webshop. When you receive a question from a customer, their e-mail address is automatically looked up in your webshop, and all matching orders are shown in Herodesk. Herodesk is the only helpdesk tool for Ideal.shop with a native integration. Here’s how to get started and install the Ideal.shop widget. You need a new API key from Ideal.shopOpen Herodesk and go to Settings -> WidgetsInstall a new Ideal.shop widget. Enter your shop URL, API username and API key That’s it! Now the widget is installed and your customer service ready to be super-charged! If you have more than one Ideal.shop, you can install multiple widgets at no extra cost. If you have any questions, don’t hesitate to contact us or contact Ideal.shop support if you need help finding your API key/username.

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Anders Eiler

Nov 17, 2023

Over the past weeks, we’ve been working on two new features that, when used together, are incredibly powerful: Tags and Smart Folders. We’ve created a video announcement of the two new features for the first time. You can see it at the bottom of this post. Tags (also known as “labels”) can be associated with a contact or a conversation. You can create as many tags as you want, and you can associate them with as many contacts or conversations as you want. For example, if you have a set of customers that are very important to you, you can create a “VIP”-tag and add it to those customers. Or if you need priority follow-up on certain conversations, you can create a “Follow-up”-tag and add it to those conversations. That in itself doesn’t do much. But when combined with Smart folders, you get a super powerful feature that can help you in your daily work. Smart folders are rule-based grouping of conversations. For each Smart folder you add, you define one or more rules to determine which conversations are put in them.. For example, you can create a rule saying that whenever a contact has the “VIP”-tag, their conversations should be added to the Smart folder. Or if a conversation has the “Follow-up”-tag, add it to the folder. The list of possibilities is endless, and you can create as many Smart folders as you want for your business needs. For example: For E-commerce: Create a “Return”-tag and add it to conversations when the customer wants to return something. Create a Smart folder that contains conversations that have the tag “Returns” Follow-up: Not all tags have to remain forever. If you need to follow up with a group of customers whenever something happens (fx if a specific product gets back in stock), create a tag for the purpose, tag the conversations and have them easily available when you need to update the customers. General purpose: Feedback and reviews. Whenever a customer sends feedback, give it a label that matches to group them together, making them easy to find in the future. You can create simple or complex rule sets depending on what you need. Rules can also be based on the subject of a conversation, the conversation assignee, or the e-mail address of a contact. Let us know what you think and the different use cases you have where tags and smart folders can help.

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Anders Eiler

Nov 15, 2023

After almost two months of hard work, we’re super excited to finally be able to share this news: Our integration between Herodesk and Shopify has been reviewed and officially approved! So, needless to say, we were pretty excited when this e-mail came in the other day: Now we have an official Helpdesk for Shopify app! This is a huge milestone on our mission to be the number one helpdesk tool for small- and mid-sized e-commerce companies. With the approval of our integration and the release of our new Shopify integration, Herodesk is now also a Helpdesk system for Shopify webshops. All Herodesk customers can install our free Shopify widget to get all customer orders, their status, payment status, shipping status, tracking code and all other information directly available inside Herodesk. The Shopify Helpdesk widget is available to both Herodesk Free and Herodesk Plus customers. To get started, go to Settings -> Widgets -> Add Widget and select Shopify. Enter your Shopify webshop address, and you’re ready to go after authentication. If you want to know more about how our Shopify Helpdesk integration works, you can see all the details about the Shopify widget on our Shopify Integration page.

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Anders Eiler

Nov 6, 2023

As more and more people are starting to use Herodesk, the number of conversations being handled grows equally fast. This is true for each Herodesk user as well as Herodesk as a whole. When you open your computer in the morning and have a bunch of conversations waiting for you, sometimes you need to change the status, inbox or assignee of several of them at once. To make this easier, we’ve implemented a new feature to group update conversations. Simply select all the conversations you want to update in the conversations list and update them. Here’s how it works: The aim of this feature is to make it easier for you to manage multiple conversations at the same time and ultimately make your customer support more efficient. This new feature is published to all Herodesk accounts and is ready for you to use. If you have any questions or feedback, please contact us and let us know ?

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Anders Eiler

Nov 2, 2023

Pushing a message to an audience is never easy. There are hundreds of channels that you can use, and then there’s an overlooked, very simple and free one, that most miss: Your e-mail signature! Everybody wants to have a nice signature at the bottom of their emails. It often contains generic things such as your name, title, where you work, some contact information and perhaps the company logo. If you use your signature right, it can become a secret weapon that will help you sell more and give a better service to your customers. This post contains three simple advice on how to supercharge your signature to have it work for you. Display essential informationLet the recipient know who’s writing to them. Always include essential information such as: Your name & title/positionThe company name and logo (make sure the logo is a link to your website)Direct contact information This serves the purpose of letting the recipient know who they’re talking to. Nobody wants to talk to a faceless corporation, so the more personal you can make it, the better. Provide relevant links and informationAdd links to your website and social media profiles to connect with your customers easily. Also include relevant service information, such as your opening hours, links to FAQ, help center, return forms, etc. The purpose of this is to make it easier for the recipient to find information about your business they often need. Add promotions The real power lies in adding your current promotions to the end of your signature. The more specific you can be, the better. Fx: Black week: Save up to X% on ABCFree shipping on all orders above XGet the first X months for free if you sign up before Y It is as simple as it sounds. Now, imagine how many more people will be exposed to your messages if your entire team adds it to their e-mail signature. Here's an example of how it can be done: Last week we published a new feature to let you create your own signature in Herodesk. Remember to apply the learnings from this post to your own.

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Anders Eiler

Oct 30, 2023

We just released a new feature that lets you create your own signature in Herodesk. Your signature will automatically be appended to the messages you send in Herodesk. The new signature feature works in two ways: One global signature Create one signature that will be appended to all messages you send, regardless of which inbox the conversation is in. One signature per inbox Create one signature for each of your inboxes. Herodesk automatically detects which inbox a conversation is in and adds the corresponding signature that matches. We’re already seeing how our users use inboxes in many different ways. Some are using them for different teams. Others for different languages. And some even for different brands. The fact that inboxes can be used in many ways makes this feature super powerful, as you get full flexibility always to have a signature matching the context from which you’re writing your message. Each user can set and manage their own personal signature(s). Go to Profile -> Signatures to get started. Signatures are automatically appended to outgoing e-mails. That means they won’t be visible inside Herodesk. We’ve chosen to do it this way to not clutter the conversation view with repetitive and unnecessary information. But don’t worry - the recipient will see them just fine! ;-)

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Anders Eiler

Oct 23, 2023

Today, it was announced by DanDomain, the leading Scandinavian e-commerce platform, that we at Herodesk have become an official DanDomain Partner. Herodesk is now an official Helpdesk for DanDomain webshop! DanDomain has thousands of Scandinavian e-commerce merchants across its two e-commerce platforms. With the acknowledgement of Herodesk as an official DanDomain partner, the foundation is laid for an even closer relationship with DanDomain and all DanDomain e-commerce merchants to make it easier than ever to give great customer service. The partnership is built on top of our free integration between Herodesk and DanDomain’s two e-commerce platforms: DanDomain Webshop & Webshop Classic. With these integrations, all DanDomain e-commerce merchants can now have a free helpdesk system tailored to work with their webshop, with features such as: Automatic find and display of all orders placed by the customer you’re chatting with inside HerodeskEasy access to all relevant information about the order and customer, including shipping details (tracking codes) and payment details Create a free Herodesk account today and start using it together with your DanDomain webshop within minutes. The integration only requires your webshop API key, and you’re ready to go (guides are available). For more information, please see: DanDomain partners: https://partners.dandomain.dk/partners/262/herodesk DanDomain Webshop integration: https://herodesk.io/en/integrations/dandomain-webshop Webshop Classic integration: https://herodesk.io/en/integrations/dandomain-classic

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Anders Eiler

Oct 16, 2023

Today, we’re launching a new integration that we’re very excited about: WooCommerce. It is quite similar in functionality to the other e-commerce integrations that we’ve made. When you open a conversation with a customer in Herodesk, all orders from your WooCommerce store that match this customer are automatically imported and shown in the right-hand-side widget. The primary advantages for you working with customer support are: Automatic order look-up. Easily see all information about the customers’ ordersAll the information you need to handle customer enquiries is in one placeShipping details and order tracking information are also displayed (we integrate natively with WooCommerce Shipment Tracking plugin) You can connect multiple WooCommerce stores to Herodesk at no extra cost. This integration has been co-developed with one of our customers. As we’ve said before, new features are, to some extent, being prioritized based on customer feedback and enquiries. So, when one of our customers asked for a WooCommerce integration, and because it is already on our roadmap, we decided to move it up. We spent some time together with the customer, tweaking and tuning the integration to fit both his and most general-purpose needs. In less than three days after the initial request, it was ready! To install it, go to Settings -> Widget -> Add New and choose WooCommerce. Enter your store address and API keys, and you’re ready to go. If you have any feedback on the new WooCommerce integration or Herodesk in general, please don’t hesitate to tell us. With this new integration, we’re happy that Herodesk is now a free helpdesk system for WooCommerce.

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Anders Eiler

Oct 9, 2023

Let me start by being very honest with you: I am no graphic designer. That is probably one of my biggest weaknesses when it comes to running a SaaS business. Therefore, when it became time to create the logo and visual identity for Herodesk back in the summer of 2023, I needed help. I’ve heard about 99designs.com, but never tried it before. The concept is pretty simple: Choose what type of graphic work you need (logo, identity, web, app etc.)Upload your briefGive feedback on incoming proposalsChoose a winner and refine the work with the designer To create the brief I worked with a brand identity framework to put words on the direction and feelings of the brand. It looks like this: If you want to see the full brand identity brief I used, go to our LinkedIn page and comment “brief me up!” and then I’ll send it to you. I chose a “premium contest”, to have only mid- and high-level designers participate. I received more than 300 design proposals from more than 100 different designers. That was pretty overwhelming, to say the least. Next up was going through every proposal and selecting the best. Six designs were chosen to go to the final round. Unfortunately, I can’t share those now (which kind of makes sense, copyright and everything), but it was the six who I felt best grasped the concept, look/feel and identity I was going for. Working with each of them for about a week, trying to narrow in the concept, I finally chose the winner: Some of the keywords that I want the logo to represent are: Young, energetic, simple, friendly, welcoming. At the same time trying to avoid corporate, enterprise, stiff and old-school. All of the aforementioned are also how I hope you’ll experience Herodesk going forward. Finally, I want to share some tips with you, if you want to try out 99designs yourself for graphic work. Consider creating a “blind contest”. In a blind contest, the designers cannot see each other’s work. For the first couple of days, my contest wasn’t “blind”, which meant that the designers were inspired by each other’s proposals, not least because they could see which designs I rated highly (you can give 1 to 5 stars to each design), so a lot of new entries were variants of the ones I rated high. My mistake. After it was made “blind” the designs started to vary a lot and each designer had to express his/her own creativity. The winner was submitted after I made the contest blind. Check for copy-cats. One of the finalists turned out to be a concept widely used by several companies already, so it was disqualified on that basis. A shame… Be thorough and expressive in your brief. The more details you can provide in the brief to express the look, feel and direction of the design you want, the better. You learn during the process. Originally I wasn’t looking for an “avatar”, but instead a logo with the name written out and some twist to make it unique. However, as proposals came in, I fell in love with having an avatar - and a proposal with just that ultimately won. A final thought… The logo is probably 10x more important to me, as the Founder, than to the rest of the world. 90% is good enough. For the last 10%, the time is probably better spent elsewhere. Ultimately, what matters is that the logo and brand identity represents the company, what it does and how it is operated.

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Anders Eiler

Sep 29, 2023

We just added one more feature to Herodesk: You can now add people cc and bcc to your conversations. This is how it works… When you are writing a message to a contact, two new fields are available: cc and bcc. E-mail addresses added to these fields will receive a copy of your message as either “cc” or “bcc” accordingly. One important thing to mention here is that e-mail addresses added as cc/bcc will receive a full copy of the entire conversation, including all sent/received messages in it and also all previously attached files. When you receive a message with someone added as “cc”, they’ll automatically be put on “cc” when you write a reply (you can, of course, remove them if you want to). This feature is only supported on conversations sent via e-mail. We’re still working on adding more channels, such as Facebook/Instagram Messenger, WhatsApp, etc., but since they don’t support the concept of cc/bcc, this feature doesn’t apply to them. Oh, and one more thing… You can now set a custom sender name for each inbox. Go to Settings -> Inboxes and edit one; you’ll see a field like the one below: Use the merge fields to customise it for each of your users or inboxes. It is a perfect way to separate replies from different teams, brands or personalize them if you want to.

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Anders Eiler

Sep 25, 2023

One of our promises is to make our helpdesk system as straightforward as possible while still focusing 100% on the job to be done. In order to help you do that, we’ve released a new feature called Quick Replies. From time to time, your customers will contact you with somewhat similar questions. To make it easy for you and your colleagues to handle them quickly, you can now record “Quick Replies” (also known as “Canned Responses”, “Macros”, etc.) to quickly reply using a template. The main features of this new release are: Create Quick replies that are available to either everyone on your team or just yourselfReplace variables such as {{contact_firstname}} Use built-in keyboard shortcuts to work at light speed (CMD + E for Mac, Ctrl + E for Windows). All Herodesk Free and Herodesk Plus customers can create unlimited amounts of quick replies for free. It’s a great way for you and your team to supercharge your productivity while still giving your customers great service. Go to Settings -> Quick Replies to create your first quick reply now.

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Anders Eiler

Sep 19, 2023

We’ve just released a small but smart feature: Create contact and start conversations. Most of the time, your customers contact you when they need your help. Othertimes, however, you may want to contact the customer about something (and ensure that their reply lands in Herodesk ;) ). Such times could be: Let a customer know that their package is delayedUpdating a customer on the progress of an ongoing projectAny other type direct follow-ups with a customer It’s a great way for you to be proactive with your customers, giving them a better-than-expected customer service. You can start new conversations with any contact that exists in your Herodesk. New conversations are always sent to the contact via e-mail. When the contact replies, the message lands in your Herodesk Inbox and is treated like any other conversation.

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Anders Eiler

Sep 14, 2023

We’re super happy to announce that three new widgets are now available: Helpdesk for DanDomain WebshopHelpdesk for DanDomain ClassicHelpdesk for Shoporama webshop The three widgets all have the same functionality: When you open a conversation with the customer, the widget does a look-up in your webshop and fetches all orders that match the customer's e-mail address. All relevant information about that order (status, payment, shipping, products, etc.) is then available and displayed in the right-hand side widget panel. The DanDomain Webshop app also works for all Smartweb, Wannafind, Scannet and Curanet webshops. The DanDomain Classic app also works for the “Webshop 8” system. Here’s how to get started: Open Settings -> WidgetsChoose the widget you wish to installFill out the fields (shop url, api key etc.) and connect the app That’s it! If you have any questions, don’t hesitate to contact us or contact either DanDomain support or Shoporama support if you need help finding your API key/access tokens.

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Anders Eiler

Sep 11, 2023

Welcome to Herodesk. This is the new, simple helpdesk tool for your everyday customer success heroes. My name is Anders. I am the founder of Herodesk. Thank you for visiting, reading this blog and hopefully considering trying Herodesk. After more than 15 years as an entrepreneur and an intrapreneur at one of Europe’s largest hosting- and SaaS companies, I’ve decided to start over and start my own company. Again. And this is it! The goal of Herodesk is to be a champion for small and mid-sized businesses, to help make it easier for you and your colleagues to give your customers great, fast and personal service. Happy customers are a key ingredient in a successful business. Throughout my career and the businesses I’ve worked at, advised and invested in, I’ve always believed that the customer was a core pillar. Someone that should be nourished and taken really good care of. Now I want to give other small and mid-sized businesses the best platform possible to provide their customers with great service - and at a reasonable price! Because let’s be honest, there are other solutions trying this already. You will find, however, that Herodesk really stands out on two parameters: 1) Uncompromised focus on the job to be done Herodesk will focus solely on enabling you and your team to give your customers great service by being really, really easy and fast to work with and always have the relevant information at hand. An example of this is widgets that connects to your e-commerce platform, CRM or internal backend system, to show order- or customer informations inside Herodesk. 2) Reasonably priced There will be two packages. Herodesk Free, which lets you have one user and one inbox - but it’s free. As in, completely free! And Herodesk Plus, which will cost $11.95 per user per month and give you full and unlimited access to all current and future features in Herodesk. On top of that, we promise an ever-evolving product that includes you and all our other customers in its development, to ensure that what we deliver is what you and your team of customer success heroes (and yes, I do mean heroes!) need to give great service to your customers. There are already lots of features and concepts on the drawingboard that we can’t wait to implement, but please, don’t let that hold you back from sharing your thoughts and ideas. On this blog we will post regular updates on our product, our company and anything else we find valuable in the customer service space. I hope you’ll read it and share your thoughts. If you want to try Herodesk, you can sign up now already (big button at the top right - impossible to miss it) and be up and running in about 2 minutes. Please share any thoughts and feedback, it will be highly appreciated. Hello, World! Welcome to Herodesk. Stay tuned.

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Anders Eiler

Sep 4, 2023