Bring structure and order to your customer service efforts with our free ticketing system

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.

Read full post

Anders Eiler

Sep 6, 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.

Read full post

Anders Eiler

Oct 15, 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.

Read full post

Anders Eiler

Sep 17, 2024