Making the live chat feel more… Live!

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

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