March 3, 2015 at 14:30Usedesk Launches - Why Email Loses in Struggle for Quality Service
Communication with customers, service, support - that’s all - what have we been up to since the opening of the blog? Today we will reveal the cards and talk about the ideal tool for support services.
To understand what is wrong with e-mail and why we decided to create Usedesk, first we’ll see what the participants in the service process need: There
is
not much for the client . Solving the problem for the optimal time in his opinion. The human attitude in this case, and not template phrases, is by default, not a pleasant bonus. What is the optimal time? When I can’t withdraw money from an ATM, I want my bank to answer my question from the first call, if I write in support of the online store by e-mail, I hope to get an answer at least during the day.
Employee
most often you want to go out for a smoke or drink coffee. Clients ask the same "stupid" questions. You, like a robot, write the same thing dozens of times. The flow of letters does not end: where is the spam, where the address was wrong and wanted to write to marketing, but they wrote to you, where the trouble really “happened” - it’s bad if everything is in one heap. And if information from the IT department is urgently needed to resolve the issue, then the matter is a pipe. While they get to your letter and answer, the indignant client will remind of himself with three more messages.
The manager
should understand what is happening in this black box. How many calls do we have? What are they asking? And who answers faster - Kolya or Sveta? Or maybe there are too many claims regarding the delivery time of our boots, and we need to deliver faster or indicate another time on the site?
Business owner
need happy customers and sales.
Why does e-mail as a support service tool not cope with these “need?”.
Does not give a clear task.
Which of the letters is important, and which will wait? Which re? Have we already answered this letter? Damn, forgot to tick and answered again.
Remember how at school my mother said: “Put things in order on the table!” - “Why? I already know where that lies. In general, this is not a mess, but a creative mess. ” What will the creative clutter in your inbox be? To an unanswered letter and a dissatisfied customer. And one dissatisfied customer = from two to infinity dissatisfied, depending on the severity of the problem you have not solved. For work to be effective, it needs to be streamlined. Usedesk offers you this order withstatuses, priorities, filters and collision detector .
Employees see what they work with. Requests are sorted by priority depending on the time, topic and content of the appeal, the sender and the performer - adjust as you like to see what needs attention first.
At what stage is the processing of the request, statuses will be shown. “I want to participate in the action,” the client writes. You have three stocks in the company, and you will be interested in what stock attracted him. It is convenient to use the “on hold” status: you have already accepted the request for work, but have not yet answered the client’s question completely and are waiting for additional information from him. If you want to quickly get to all the requests “on hold” - create a filter and enjoy the work according to the “divide and conquer” principle.
It is bad when the client waits for eternity or does not receive an answer at all. The awkward situation when the client received three different answers to one question is not better. Think about it! Do not think. The client has already suspected that you have problems with the competence of employees, and there is no system to work with complaints. Email does not offer you a way to get rid of double answers. In Usedesk, we have built in a collision detector. A useful thing hides behind a florid name and it works like this:
You see when someone is viewing or changing a request. One request - one responsible, no confusion.
Does not guarantee that a colleague from another department will help quickly
The client communicates only with the support service. What happens to his letter inside your company does not bother him. Once I waited a week for a response from the hotel whether my reservation was confirmed or not. A week later I received a message: “Sorry, the fact is that we have been waiting for a response from our accountant for a long time to find out if your payment has arrived. She mistakenly deleted the letter from the mailbox ... ". Thanks for the honesty, guys, but I don't need excuses, I needed a prompt response.
Solving customer problems requires the help of other departments. The use of multiple communication channels within the company is nonsense.
It is easy to recognize that important information is likely to be lost in this chain. We need interaction to be simple and quick.
Usedesk resolves this with comments:they are not visible to customers, this is an internal correspondence between employees right there, in the client’s request.
Connect non-client departments to work without unnecessary gestures.
It makes the client walk in circles of hell.
I especially appreciate the people who understand me perfectly. Customers feel the same way about companies. When a client formulates a letter in such a way that the essence of the appeal is not clear, one has to ask a bunch of clarifying questions in order to understand what is at stake. Correspondence for clarification of circumstances may take a long time, but why waste time when you can immerse yourself in resolving the issue?
Win the game “What? Where? When? ”A customer profile with contacts and contact history will help . You don’t have to rummage through the mailbox, the context is immediately clear.
Do not arrange tedious interrogations that delay the time of solving the problem, meet clients as old friends, and help.
Not the fastest
The simplest and most complex wow effect is the response speed that exceeds customer expectations. The site says that they respond within a day, and you received a response within half an hour. It is easy to deal with this support if the question is standard. “What are your payment methods?” You will take a minute to type the response in the email. Better yet, if you have prepared templates, in notepad or in Word. Found the right one, ctrl + c, ctrl + v - 20 seconds, voila! But what if you do it another 20 times faster?
Submit a predefined templatein two clicks. Let employees tackle complex, non-standard issues. To help and feel useful without wasting time on a numbing routine.
It limits the possibilities of automation.
You have filed a new feature and it is important to handle all issues related to it in priority. In addition, Katerina is the best at your company. It will not work to solve such a problem immediately using the mail service. In Usedesk, this is just using a rule. We put all requests containing a “new feature” a priority and assign them to Katerina.
And for questions that come after hours, we’ll set up an auto answer so that clients don’t worry how much they should wait.
Now your support team is like a multicooker: threw in the ingredients, and it cooks everything by itself, and at the end it’s yummy.
Doesn’t show the analyst.
Two questions concern the head: what is happening and how to fix it. E-mail will not answer you who answers the requests faster - Anna or Valery, how many claims per month for returns and what time your guys are most loaded. With Usedesk, you have everything under control. Dry numbers will give an idea of the processes in your support team, will find strengths and weaknesses. Information is power, use it to improve service.
The support tool your customers love is already in beta. We started and we want a lot of cool service. We welcome questions and constructive feedback. Join inUsedesk.
To understand what is wrong with e-mail and why we decided to create Usedesk, first we’ll see what the participants in the service process need: There
is
not much for the client . Solving the problem for the optimal time in his opinion. The human attitude in this case, and not template phrases, is by default, not a pleasant bonus. What is the optimal time? When I can’t withdraw money from an ATM, I want my bank to answer my question from the first call, if I write in support of the online store by e-mail, I hope to get an answer at least during the day.
Employee
most often you want to go out for a smoke or drink coffee. Clients ask the same "stupid" questions. You, like a robot, write the same thing dozens of times. The flow of letters does not end: where is the spam, where the address was wrong and wanted to write to marketing, but they wrote to you, where the trouble really “happened” - it’s bad if everything is in one heap. And if information from the IT department is urgently needed to resolve the issue, then the matter is a pipe. While they get to your letter and answer, the indignant client will remind of himself with three more messages.
The manager
should understand what is happening in this black box. How many calls do we have? What are they asking? And who answers faster - Kolya or Sveta? Or maybe there are too many claims regarding the delivery time of our boots, and we need to deliver faster or indicate another time on the site?
Business owner
need happy customers and sales.
Why does e-mail as a support service tool not cope with these “need?”.
Does not give a clear task.
Which of the letters is important, and which will wait? Which re? Have we already answered this letter? Damn, forgot to tick and answered again.
Remember how at school my mother said: “Put things in order on the table!” - “Why? I already know where that lies. In general, this is not a mess, but a creative mess. ” What will the creative clutter in your inbox be? To an unanswered letter and a dissatisfied customer. And one dissatisfied customer = from two to infinity dissatisfied, depending on the severity of the problem you have not solved. For work to be effective, it needs to be streamlined. Usedesk offers you this order withstatuses, priorities, filters and collision detector .
Employees see what they work with. Requests are sorted by priority depending on the time, topic and content of the appeal, the sender and the performer - adjust as you like to see what needs attention first.
At what stage is the processing of the request, statuses will be shown. “I want to participate in the action,” the client writes. You have three stocks in the company, and you will be interested in what stock attracted him. It is convenient to use the “on hold” status: you have already accepted the request for work, but have not yet answered the client’s question completely and are waiting for additional information from him. If you want to quickly get to all the requests “on hold” - create a filter and enjoy the work according to the “divide and conquer” principle.
It is bad when the client waits for eternity or does not receive an answer at all. The awkward situation when the client received three different answers to one question is not better. Think about it! Do not think. The client has already suspected that you have problems with the competence of employees, and there is no system to work with complaints. Email does not offer you a way to get rid of double answers. In Usedesk, we have built in a collision detector. A useful thing hides behind a florid name and it works like this:
You see when someone is viewing or changing a request. One request - one responsible, no confusion.
Does not guarantee that a colleague from another department will help quickly
The client communicates only with the support service. What happens to his letter inside your company does not bother him. Once I waited a week for a response from the hotel whether my reservation was confirmed or not. A week later I received a message: “Sorry, the fact is that we have been waiting for a response from our accountant for a long time to find out if your payment has arrived. She mistakenly deleted the letter from the mailbox ... ". Thanks for the honesty, guys, but I don't need excuses, I needed a prompt response.
Solving customer problems requires the help of other departments. The use of multiple communication channels within the company is nonsense.
It is easy to recognize that important information is likely to be lost in this chain. We need interaction to be simple and quick.
Usedesk resolves this with comments:they are not visible to customers, this is an internal correspondence between employees right there, in the client’s request.
Connect non-client departments to work without unnecessary gestures.
It makes the client walk in circles of hell.
I especially appreciate the people who understand me perfectly. Customers feel the same way about companies. When a client formulates a letter in such a way that the essence of the appeal is not clear, one has to ask a bunch of clarifying questions in order to understand what is at stake. Correspondence for clarification of circumstances may take a long time, but why waste time when you can immerse yourself in resolving the issue?
Win the game “What? Where? When? ”A customer profile with contacts and contact history will help . You don’t have to rummage through the mailbox, the context is immediately clear.
Do not arrange tedious interrogations that delay the time of solving the problem, meet clients as old friends, and help.
Not the fastest
The simplest and most complex wow effect is the response speed that exceeds customer expectations. The site says that they respond within a day, and you received a response within half an hour. It is easy to deal with this support if the question is standard. “What are your payment methods?” You will take a minute to type the response in the email. Better yet, if you have prepared templates, in notepad or in Word. Found the right one, ctrl + c, ctrl + v - 20 seconds, voila! But what if you do it another 20 times faster?
Submit a predefined templatein two clicks. Let employees tackle complex, non-standard issues. To help and feel useful without wasting time on a numbing routine.
It limits the possibilities of automation.
You have filed a new feature and it is important to handle all issues related to it in priority. In addition, Katerina is the best at your company. It will not work to solve such a problem immediately using the mail service. In Usedesk, this is just using a rule. We put all requests containing a “new feature” a priority and assign them to Katerina.
And for questions that come after hours, we’ll set up an auto answer so that clients don’t worry how much they should wait.
Now your support team is like a multicooker: threw in the ingredients, and it cooks everything by itself, and at the end it’s yummy.
Doesn’t show the analyst.
Two questions concern the head: what is happening and how to fix it. E-mail will not answer you who answers the requests faster - Anna or Valery, how many claims per month for returns and what time your guys are most loaded. With Usedesk, you have everything under control. Dry numbers will give an idea of the processes in your support team, will find strengths and weaknesses. Information is power, use it to improve service.
The support tool your customers love is already in beta. We started and we want a lot of cool service. We welcome questions and constructive feedback. Join inUsedesk.