replygo blog - tipps & infos around the topic of costumer service
written on 2016-05-12 09:08:07 by Julia Dick
Do the de-clutter-processThe first thing you should do is to give your website a clear layout. You can do that for example by arranging your content usefully. It is very important to put important information immediately available at the top of your page, because it is the first thing the reader sees. It is the so called "de-clutter-process".
Make use of headings and labelsIt is always good to use headings and lists to simplify your page navigation. Headings give your reader a overview of your website. Label everything clearly with text. Include further explanation as secondary information within a given heading. It is not the first thing a user notices while reading a page, but it is still useful for a clear layout.
Replace unnecessary thingsRemember to remove anything unlabeled such as empty textboxes. You can replace them for example with well-labelled search widgets. If you use them, let them appear at the bottom of your page and after the main content. Put additional information lower down your page or off to the side in widgets, so people can still find it, but do not get hit with it right away when they are looking for something else.
Arrange everything clearlyYou should make sure that anything you remove from the top of the page is still available somewhere further down the page for example in a widget or in your sidebar. This makes your page look clearly arranged. Also include a link, that your visitor can easily figure out where to get further information.
Complete your imprintComplete your website´s imprint and make sure that your telephone number and email address is easy to find. It is very important for interested parties or customer and required by law.
Test it by yourselfLast but not least test your website by yourself or ask others how they get along with your website. It sounds banal, but it is a very important step in improving your Zendesk website.
written on 2016-04-26 14:09:18 by Julia Dick
Mobile rules the worldThe so called "smartphone movement" is a huge topic throughout the land and can be seen as a very useful thing. Almost everyone has got an internet-phone and uses it while sitting in a train, waiting for a friend or even while being at work. This is why brands should offer their customer service also in an mobile version and should find ways to incorporate better service possibilities into their mobile apps to make customer service options easier to use on touchscreen-based devices.
Omnichannel is the winnerOur online experience is no longer considered separate from the in-store experience. So it is very important that companies offer an Omni- and Multichannel customer service. It will be necessary for a customer service to bring all channels together in a more integrated and consistent shape. When a customer starts on one channel and his problem does not get resolved, the customer will switch the medium. But he will be bugged out, when he has to explain the problem in an other channel again. By now more and more businesses do realize the importance of providing a seamless transition between the brick-and-mortar, mobile, and desktop experience.
Self-service is advisableWhen customers search on a database for the help they need, those customers do benefit from faster service, because of not having to tell their problems to service stuff members. So mobile self-support is the top tool in customer service software, because it offers companies a way to build knowledge bases directly into their mobile apps or websites. With so many customers now using smartphones and tablets, self-service must be mobile optimized to succeed (see paragraph two). There is also a new generation of virtual agents that can learn from data is out there. They act just like live agents in a call center. This safes valuable money, which can be insert in something else.
Proactive Engagement winsMany companies extend the power of predictive analytics to offer service fitted to the customer’s profile. With the help of predictive analytics, historical data of past interactions, transactions and current situational, data can be analyzed. This helps companies to get to know their customers better and to identify trends early. Proactive engagements will also help to predict future customer behavior. So thanks to the emergence of data analytics solutions and if you are interested in exploring predictive analytics, www.consetto.com is worth a closer look.
Say goodbye to annoying customer serviceCustomers do not have the patience and the delight to spend ten minutes pressing buttons to get through a phone, only to wait on hold for twenty minutes. Callback options will increase in popularity for phone-based customer service. A perfect service should give a customer the possibility to leave his or her number for a call once a representative is available. Of course also chat is a useful and popular possibility to provide customer service. So companies can easily keep their service levels high through offering multiple and modern ways of customer services - without much effort.
written on 2016-04-12 10:35:31 by Julia Dick
How to manage view screenShared views are visible to all agents and all agents in a group. Before making a view shared, you should be sure that it is relevant to all the agents. You can only list twelve views in the sidebar of your Zendesk. To see more views, you have to go to the button 'manage view screen' and click 'more' at the bottom of the views list.
How to title viewsAlways give clear and accurate descriptions to view titles. For example ' Urgent, Unsolved Tickets' could describe the ticket conditions that make up the view. It would be misleading to name the view 'Unsolved Tickets' or 'Urgent Tickets'. It would be unhelpful to name the view 'Ticket Listing'. If you later modify the conditions in a view, you should consider modifying the title of the view to reflect the new conditions.
How to format viewsOnce you have created your view conditions, always consider the ticket fields that are most relevant to the view. If your view concerns old tickets, you can include the request date or the date when the ticket was last updated. Adding too many categories makes the screen very difficult to read. For example if your view only includes urgent tickets, you may not want to include the ticket priority in the formatting, as you know from the view title that all tickets listed are urgent.
How to sort viewsNormally views are sorted from left to right in rubric order. So you should sort your rubrics to the most appropriate order. Using the example of you creating a view to review performance of agents in your group. In this case you may want the assignee as the first category. You can apply a different sort order when formatting the view, but normally views read easier when they are sorted left to right. If you have many fields in your view and some with long descriptions, you can find the view clearer by grouping tickets. By the way agents can resort a view by clicking on a column heading.
How to bookmark viewsFor views that are not visible to agents in the sidebar, you can bookmark its URL from the view edit page. When editing a specific view, look for the 'Permalink Copy to Clipboard' link. If you later use this URL, you will return to the view edit screen. But you can also create and bookmark a URL to take you directly to the view ticket listing, if you take the number at the end of the edit view URL.
How to review viewsFrom time to time, you should review your use of views and your groups use of views. To guarantee that priority items are visible to agents when processing, you should place views that are used most often and views that focus on urgent tickets near the top of the view list. On the contrary to that it is useful to place views that are infrequently used or that deal with low priority lower down in your order. If you have views that are no longer required, you can inactivate or delete them to tidy up your Zendesk.
How to report from viewsYou can export ticket listings from views to value files. It is useful to open the file in a spreadsheet or any reporting tool to further analyze tickets. But remember that once a ticket has been closed for 120 days it is archived and will no longer appear in any view. Ticket views are not designed to export tickets over long date ranges for reporting. After you have taken these tips to heart, you are an expert in working with Zendesk views. So start right away and use our advices to facilitate your daily working routine.
written on 2016-04-05 09:57:54 by Julia Dick
The most important about a Zendesk organization:Organizations are collections of users. Users are agents and end-users. It is up to you how you set up your organizations.
In a team:Agents and end-users can belong to only one organization.
Professional and enterprise:Agents and end-users can belong to multiple organizations up to 300.
Users:Do not have to belong to any organization. After you have created an organization, you can use it throughout your Zendesk to define views, as criteria for assigning tickets, as conditions in automations and triggers, to define access to forums and in your reports.
The most important about a Zendesk groups:Groups are used to create collections of agents. It is again up to you how you define Zendesk groups. You might create groups by skill (for example: software vs hardware) or to reflect the organizations they serve (for example, a support group might serve only customers in a certain region or time zone).
Agents:They can belong to more than one group.
End-users:End-users cannot be added to groups, only organizations. Group stations refer to the number of groups that have successively been assigned to a ticket. It is used as a condition in triggers.
written on 2016-03-31 09:32:24 by Julia Dick
Tip 1: Use replygoA quick response time is very important for a successful customer service and helps to improve the performance at work. With replygo you can answer much quicker to business e-mails. This helps to increase customer satisfaction. Replygo learns independently by your incoming questions. The app automatically provides you with the best answers for each question. It works on the basis of your previous answers. If you work in a team then replygo also suggests answers from your coworkers. The App automatically creates a knowledge database which allows you to reuse answers that your colleagues have already formulated. This saves valuable time and helps to improve your performance at work. For further information go on: zendesk.com/apps/replygo.
Tip 2: Manage prioritiesTo improve performance at work you must also have the ability to set priorities and to separate the relevant from the irrelevant things of the day. Speed and accurateness in job is one of the most valued traits in business and it is also useful to create a daily schedule. Identify the top three or four critical projects that need to be completed and consider them as your main priorities.
Tip 3: Improve professional capabilitiesYour motto should always be: I keep learning. You can easily do this by reading books, taking part in business events or by earning business certifications. In a short time you will be able expertly articulate your position and increase your credibility among peers, leading to better communication and results. Upgrading your knowledge and skills as a part of your life can really accelerate your career. And you may learn something new that you can apply to improving performance immediately.
Tip 4: Personality is importantResearches say that almost 85 percent of business success comes from personality and the ability to communicate with others. It is often determined by how much people like you and respect you. A likeable person is in many cases perceived as being better at what they do than a person with a negative personality. When you are at work do always listen with respect, attentiveness and interest, because the more you honestly and sincerely listen to another person, the more that other person will like and trust you and want to give you additional help and responsibilities. It is a key method of improving your performance at work.
written on 2016-03-22 09:43:04 by Julia Dick
Additional usage of extensions in Zendesk:Furthermore it is also possible to enable integrations with cloud-based software applications and services such as for example: -Google Analytics -Salesforce -Constant Contact -etc. But remember: Extensions are useful tools that can be used very easily, but they can only be configured by agents with administrator permissions.
written on 2016-03-17 11:09:21 by Julia Dick
PositivityA Positive language and a positive attitude can help a lot by offering a great customer service. It is a good way to avoid conflicts out of miscommunication. Redirecting the conversation from negative to positive with focus on the solution. And when it really comes to a problem, customers want to interact with friendly company representatives.
DocumentationGood customer service includes keeping a record of every interaction you have with your customer. It is useful to write down all events that happen during each customer interaction. This is an effective way to have reliable references if you need them. And if something goes wrong you have got a documentation to review and see what the real mistakes were.
AccessibilityIt is really necessary to make sure that your customers can reach you every time. So do not forget to always give them your email or phone number, so that they can communicate with you. By the way it is useful to have the availability of a ticketing system like for example Zendesk. Because systems like Zendesk help a lot in customer service.
InvolvementCustomers want to feel like you care about their needs. So you should invest enough time in helping them solve their problems. In showing your customers that you take care in helping them and are interested in finding the perfect solution for them, customers will feel save. And a customer who feels good and save with your company will come back!
CommunicationIn order to establish a relationship of trust and respect with your customers, you should communicate with them constantly. Keep in contact via emails, calls or through social media. That way -when a problem does come up- you can quickly solve it. But do not wait for a problem to come up. Talk to your customer and find a solution.
written on 2016-03-08 10:17:05 by Julia Dick
Use replygo within your teamOnce linked with your Zendesk account, replygo learns independently by your incoming questions. The app automatically provides you with the best answers for each question. This works on the basis of your previous answers. Which saves valuable time and helps to improve the quality of your responses. Replygo also suggests answers from your coworkers. Your business colleagues will benefit from your replies and especially new team members will profit out of that. They can easily learn out of your already formulated replies.
Improve the quality of replies in your teamIf new teammates have the possibility to learn out of your answers, they will soon recognize what matters in an email exchange with customers. So without any effort new teammates will incorporated quickly. The result it: the quality of replies within the company will improve soon.
Increase your own goalsOkay replygo really is very useful by working in a team. But what if I work alone? In this case replygo is of course meaningful as well. Because you have the same advantages: -increase of customer satisfaction -saving of time -improvement of the quality your own responses Do you still have questions? Take a look at www.replygo.com and take a look at our video for more information.
written on 2016-03-03 09:30:24 by Julia Dick
What is the Zendesk Help Center?In the Help Center end-users can find answers to difficult Zendesk application-questions. By using the knowledge base for help or turning to the community they can get quick answers to important questions. Because the Help Center consists of a knowledge base and a community. It is a replacement for the Web portal. If users can not find an answer, they can submit a request to an agent. Agents can use the Help Center to solve tickets or to answer questions in the community.
What does Help Center Analytics mean?If you are a Professional or an Enterprise, you can closely monitor activity and search requests in your Zendesk Help Center. It is possible to see the activity in community and the knowledge base for the last 30 days, including the number of new articles and questions. It is also possible to take a look at the total number of votes, subscriptions and comments. In the Zendesk Help Center you have the ability to review search terms, the numbers and types of search results returned and click-throughs. The Help Center Analytics really is very useful tool.
What does a Help Center manager do?A Help Center manager is an agent with additional privileges to manage and customize the Zendesk Help Center. He or she has a huge Zendesk knowledge and knows numerous answers to lots of user-questions. And now: let's visit the Zendesk Help Center...
written on 2016-02-25 11:40:47 by Julia Dick
written on 2016-02-18 11:12:20 by Julia Dick
The tasks of an Zendesk agentAgents are the participial part of the support stuff and of course an important component of Zendesk at all. They are assigned to tickets and interact with customers. Agents have the job to solve support issues. The roles and privileges of them are defined by the Zendesk administrators. This, can for example be to add end-users, public or private comments to tickets, to create and to edit their own macros or to moderate and manage articles in forums. Agents can be added to more then one group and can either have the access to all tickets in Zendesk. But however, they access only to the tickets that they are assigned to or to tickets that are assigned to the group in which they are in. But did you know that it is possible for Zendesk agents to keep their real names private by set up an alias that will be used on all communications with ticket requesters?
The privileges of a Zendesk administratorZendesk administrators are a level higher than agents, because they can be described as agents with additional privileges to manage and customize Zendesk. Administrators can be assigned tickets like agents but they can access all tickets and not just the tickets they are assigned to. They can create new business rules like automations, macros, triggers, views, etc. and can create and edit reports of all kind. Zendesk administrators do also have the access to edit all business rules and all extensions like for example widgets and targets. They have the direct access to all page settings (accounts, security and channels) and to all forums with moderator privileges in Zendesk. Administrators can decide to add and manage end-users, agents, and also other administrators. They can promote Zendesk agents to the administrator role and have the privilege to create groups or to create custom agent roles.
The characteristics of a Zendesk advisorLast but not least we are going to introduce you to the Zendek advisors. They manage the workflow and configure Zendesk. Advisors can create or manage shared automations, macros, triggers, and views. They can set up service level agreements and channels, but they do not solve Zendesk tickets. For an advisor it is only possible to make private comments. It is about a so called: Zendesk Enterprise agent role.
written on 2016-02-10 13:37:05 by Julia Dick
Do research before exhibitTo get the most out of your investment, it is even important to pick the right exhibition out of many. So it is important to research in-depth, whether the event will match to you and your company. Do also check the audience and think of the possible visitors. Then ask yourself if the chosen exhibition is the right one for you and your company.
Design, planning and preperationThe right preparation is everything and ensures the maximum success on an exhibition day. It is important to organize everything your company needs by time. Do not forget to arrange basic things like electricity and light. Also think about what you want to print on your flyer early and let them get printed at least one week before the exhibition starts.
The "elevator pitch"Make sure that the main massage of your product is diffused consistent across your exhibition stand. This ensures a easier communication between the visitors, so that they quickly know what your company is doing. If a visitor although asks you, you should be able to tell the most important facts about your products in less than 30 seconds. This is the so called "elevator pitch".
Win new customersIt is really important to inspire new customers and to show them what your company is doing and why they implicitly need your products. Customer appreciation is an important part on a business exhibition, because a customer helps the company to grow. That is why it is your goal to win new and long-lasting customers. Did you know that exhibitions are the perfect platform to meet the key people out of the industry?
Press and journalistsIt is useful to give interviews to press journalists on the exhibition, because it is an effective way to make advertising for your business. Pictures and articles are always useful to make your company a bit more famous. Conclusion: With the right preparation, nothing can go wrong on an exhibition day. It is an excellent platform to establish contacts and to win new customers. Exhibitions do always offer great chances for you and your company to build new business connections.
written on 2016-02-04 15:16:00 by Julia Dick
written on 2016-01-28 09:25:36 by Julia Dick
How to change the designIt is easy to change the look of your Help Center. This is possible by clicking on the button "Customize design" in your tools panel. Your Help Center will switch to the Preview mode. With the option "Name" you can change the name of your Help Center. For example from "Help Center" to "Customer Help Center". Under the option "Logo" you have the possibility to change the default logo image that is displayed in the header of the Help Center. The recommended image size is here 200x50px. We also recommend you to use an image with a transparent background. Next, you should also change your "Favicon". The Favicon is the small image that appears on a browser tab or next to the URL in the address bar of your browser.
How to change the layoutTo quickly change the layout of your Zendesk Help Center you can select a different theme. You can choose out of several predefined themes. These are based on previous site-designs. To choose such a layout you have to click again on the button "Customize design" in the tools panel. Choose "Switch Theme" in the Theme panel and select a theme out of the gallery. In addition to the standard themes, you can also select a previously customized version of a theme under the button "Custom Themes".
How to use the mobile layout on devicesOf course your Help Center includes a mobile layout for mobile devices. To enable the mobile layout for devices you have to click "General Settings" in the tools panel. Then select the "Mobile Layout option" on the General Settings page and click "Update". Thus you can make quick changes to the design of the mobile layout. Click "Customize design" and set the options in the "Mobile Branding panel" in the sidebar. Now your changes are applied to the mobile version of your Help Center. But remember that your changes do not take effect until you have clicked "Publish changes". So finally select this button at the end to avoid trouble.
written on 2016-01-21 10:14:34 by Julia Dick
Does Zendesk already provides ticket views and where to find them?Of course Zendesk provides its users some pre-defined views. They are editable and you can adjust them to your personal needs. These preset views are based on customer service practices. You find the list of views in your Zendesk sidebar. Therefore just click the icon "Views" in your sidebar.
In which views can a ticket appear?Your tickets can appear in the following views: "Your unsolved tickets", "Unassigned tickets", "All unsolved tickets", "Recently updated tickets", "New tickets in your groups" "Pending tickets", "Recently solved tickets" "Unsolved tickets in your groups" and "Suspended tickets". It is also possible that your ticket appears in more than one view. Because views organize your Zendesk tickets based on there characteristics. If they include two or more properties, they also appear in two ore more views.
How to create a new view?You have to click the "Views icon" in your Zendesk sidebar. Then go on "More". You find it on the bottom of the list of views. Now you see the views administration page. Click on "Add View" and enter a title for your new view. Here it is: your new ticket view.
How to I modify the existing views to ones needs?The simplest way is by clicking the drop-down list below the button "Meet all of the following conditions". Then select "Ticket: Assignee" and two other drop-down lists will appear. The first should already be set to "Is". Now click the next drop-down list and select your name from the list of all agents in your Zendesk. Congratulation, by doing so you have just defined a condition. Conditions help to define in what view your tickets are shown in. Scroll down and choose "Available for" to also define who has access to it.
Where is the modified view listed?You find your new ticket view next to the other pre-defined group views in your Zendesk sidebar. Now, try it yourself and organize your tickets in the future in modified Zendesk views to sort them clearly and structured.
written on 2016-01-14 09:24:55 by Julia Dick
1. Treat your customer with courtesyRemember that every time you, your employees or your colleagues make contact to a customer, the interaction leaves an impression. No matter if it is by email, phone or in a conversation. It is always good to use sentences like: “Sorry for waiting”, “You are welcome,” or “It’s been a pleasure helping you” to demonstrate not only your goal to customer satisfaction, but also your plan to treat your customer with courtesy.
2. See your customer as a VIP“There is only one boss, the customer,” Sam Walton once said. “He can fire everybody from the chairman on down simply, by spending his money elsewhere.” If this statement is at the back of your mind, you and your company are on the right way. Show your customer, that he or she is someone special and ask them, if they are happy with your service. Because it's worth it. Treating a customer good is the way towards your customer loyalty and your business success.
3. Be Transparent to your customerOf course it is not always easy to be transparent, especially when it comes to mistakes. But transparency is really important and in the digital age it is nearly a must. For many customers transparency is an important factor in building trust or satisfaction. That means that you and your company have nothing to hide and that you should not be afraid of feedback. Transparency also means that you like to have conversations in depth with your customers. Now, it is your turn to implement these tips and to say hallo to happy customers...
written on 2016-01-07 14:21:25 by Julia Dick
But first what are Zendesk triggers?A trigger is a tool in your database, that puts certain actions automatically into effect. Triggers contain conditions and actions. For example if a ticket contains a certain condition, then the fitting action takes place. Triggers start every time a ticket state is changed, and get called if the changes match the conditions defined in the trigger. You basically build triggers with condition and action statements by using field operators and ticket properties. So every time a ticket is touched, the system checks if any of the trigger conditions match the change and sends them off. If you want more information about how triggers work, also check out the Zendesk video to this topic: https://www.zendesk.com/product/tour/.
What are Zendesk automations?Automations in Zendesk are time-based adjustments. You use them if you want an action to automatically happen according to a defined timeframe. It is up to you, how to regulate your automations, because they can be adjusted in any order. If you do not know when to set up an automation, it s useful to think about your support workflow and to consider which actions can be connected to an automation. An example can be a reminder email to your customer if you have been waiting for an answer from them longer than one week. In this case an automation can do this for you. If you create a Zendesk account, Zendesk automatically sets up a few automations at first. you can regular the adjustments on the automations page in the Manage tab. Here you can also add some more time-based automations if you want.
So what is the aim?The aim of those two valuable tools is to facilitate daily processes and to speed up working routine. So if you frequently use Zendesk triggers and automations your workflow will soon get optimized and you will be able to manage more tasks by less time. Which can lead you to an improvement of your customer service and will help your company to get straight to what really matters.
written on 2015-12-15 15:26:11 by Julia Dick
The all-rounderThe Zendesk knowledge base is an all-rounder: it is a Help Center, a community and a customer portal. It is the place where you and your customers find for example answers to frequently asked questions. It is comparable to a Wiki. Knowledge bases use keywords and tags to categorize and sort their information. In the Zendesk knowledge base You find useful tips and tricks, as well as answers to your questions and other topics relating to Zendesk. The great thing is, that it matches exactly to you and to your customers. So it is easy to use and good to manage. The Zendesk knowledge base has one huge benefit to other helpdesks, because it combines forums, ticket management and social networking tools into one application. This allows you to serve up a customized support service.
Knowledge base and self-serviceGenerally a knowledge base is very useful, because it automatically supports your customers self-service engagement. Which means that your customers develop their answers on their own. So self-service with knowledge out of the Zendesk encyclopedia saves valuable time. Besides it is very useful especially on holidays or on weekends, when your customer service is out of service.
The use of tags makes it easierThe fastest way to find the fitting result in the your Zendesk knowledge base is by using tags. Which are keywords, that can be associated with a ticket or specific information. Users can search for tags just like keywords in Google, while in the Zendesk, views can be created for agents to see groups of articles and tickets based on their tags.
The Zendesk knowledge base and replygoOn the whole your Zendesk knowledge base is a very useful tool, which offers many advantages. Therefore the replygo development team will integrate Zendesk knowledge base articles in the replygo App with the next release of replygo. This will allow you to find related knowledge base content automatically when using replygo. If you are interested now, take a virtual tour trough the Zendesk knowledge base: https://www.zendesk.com/lp/knowledge-base/.
written on 2015-12-10 09:38:40 by Julia Dick
Deliver great customer experiencesBring the values to life and deliver an unforgettable service to your customers. Be enthusiastic when interacting with them and show how much you enjoy having them as your customer.
Small gifts for your customerYou can easily thank your customers for spending their time and money on you by sending them free gifts over Christmas. Gifts such as a bottle of wine, vouchers or chocolates are things nearly everyone like. It is a taxable benefit and you show your customer how much they are worth.
Identify and anticipate customer needsCustomers do not just buy products and services. They buy good feelings and solutions to problems. That is why it is good to identify and anticipate with their needs.
Measure service quality and feedbackListening to feedback from your customers and be always willing to improve your service. Because who knows your room for improvement better than the customer themselves?
Emails during the holiday seasonCustomers may have requests that are not covered by the information, which is available on your website. So provide them a good and quick email service and remember to include reply times. Do not let them wait for no more then 24 hours, especially during the holiday and Christmas season. This makes your service unique.
The right wordsOf course do not forget to wish your customers nice holidays and a Merry Christmas. It shows that you appreciate them and is a mindful action.
written on 2015-12-08 10:30:41 by Julia Dick
Step one: Custom ViewIf you want to look at the items you personally worked on, you have to click on the custom view tool in your Zendesk. It has the option to select "commenter" and "updated" fields.
Step two: what to do next?Select the ticket age to arrange your tickets by age. Of course you can also use other criteria to sort your tickets.
Step three: how to create a report?A report lets you see issues you have worked on, a status about who is working on it now, and other information in a table form. This means the columns can be sorted. It contains updater, ticket ID, status, subject, assigned agent and age. Therefore you have to input and adjust the following: Ticket Assignee (Assignee Name) - he is the one who should process the ticket Ticket ID (Ticket ID) - this provides the ticket as a hyperlink Ticket Status (ticket status) - the status of the ticket Ticket Subject (null) - it is the subject of the ticket Ticket Updater (Updater role & name) - the one who updated the ticket
written on 2015-12-03 11:51:24 by Michael Scharf
Use the existing knowledgeThe knowledge isn’t just in the experts head. It’s in all the emails, meeting protocols and specifications that have been created during the project. Replygo is a software that helps you to discover and use this knowledge. Replygo can be integrated directly in the email client of the employee. Whenever a new mail arrives replygo displays related conversations and documents. When a project is handed over to another person he can gain knowledge from his predecessors. In IT-projects the knowledge which is being created during the project can be used later by the support organization. This leads to an automated knowledge transfer. There is no additional effort for the expert and the learning employee. The new colleague can use existing knowledge and increase his own knowledge over time.
Privacy & ComplianceIn order to provide privacy compliance replygo will only process emails that are stored in a shared inbox for a given project.
Implementation & SetupThe setup of replygo is really straight forward. It is possible to integrate the software directly into the email client of the employees or in a existing help desk system. For the initialization of the software existing conversations and text documents can be imported. Once setup the software processes incoming messages automatically and preserves all the knowledge of the organization. Replygo is developed and distributed by Consetto GmbH. Con-setto GmbH is a German Language Technology and Analytics Company. Our software solutions detect topics, key messages as well as sentiments from any kind of text. We help our clients to structure unstructured data and gain new insights.
written on 2015-12-01 07:56:40 by Julia Dick
1. The Omni-Channel function will rise powerfullyIt will be necessary for customer service to bring all channels together in a more integrated and consistent shape. When a customer starts on one channel and his problem does not get resolved, the customer will switch the medium. But he will be bugged out, when he has to explain the problem in an other channel again. There must be a better combination with all channels. In 2016 this will this will be the case.
2. Self-service will growA new generation of virtual agents will be developed in 2016. Virtual agents that can learn from data will act just like live agents in a call center. This safes valuable money, which can be insert in something else.
3. Customers do have other expectationsA customer of 2016 will be more informed and in charge of the experience he receives. He will expect companies to know his individual needs and to personalize the customer experience. Immediate resolution must be fast, as well as customers will expect companies to address their current and future needs.
4. Customer service via voice will surviveWhen it comes to customer service, service via voice will still survive. Of course the number modern technique and virtual agents will rise , but there will be cases when it is easier to speak to a real person, then to a computer. Especially the mobile section will rise. There are over billions of smartphones in use right. In developed countries the usage is rising to about 100%. This explains why in 2016 companies should focus on a mobile customer voice-service, if they want to keep up with other concerns.
5. Companies will profit from proactive EngagementIn 2016 organizations will extend the power of predictive analytics to offer service fitted to the customer’s profile. With the help of predictive analytics, historical data of past interactions, transactions and current situational, data can be analyzed. This helps companies to get to know their customers better and to identify trends early. Proactive engagements will also help to predict future customer behavior. (If you are interested in exploring predictive analytics, www.consetto.com is worth a closer look.)
written on 2015-11-26 15:16:14 by Julia Dick
Why is the new replygo function useful?The time period feature is very useful, if you know that you have already sent a similar response in the past. With the possibility to select a concrete period, it is much easier to find the sought answer. You just have to type in a date or a nearly period and replygo lists you all mails you have written to that topic and in this time span. Which prohibits a unnecessary search.
Who can use the new feature?Everyone who works with replygo on Zendesk can use it to refine his or her selection. No matter when you have installed replygo on Zendesk. The new function appears to every replygo user.
Since when can I use it?The new replygo function is available as of now, which means that you can use it immediately. We hope you like the new time range feature. Are you missing additional features in replygo? Just drop us a note.
written on 2015-11-24 14:15:15 by Julia Dick
- "It was my goal to not only understand your requests, but resolve them. Did I accomplish these goals with you today?"
- "Was everything okay for you with the service?"
- "Did you like the service or is there anything I can change in the future?"
written on 2015-11-17 14:38:36 by Julia Dick
written on 2015-11-13 08:53:24 by Julia Dick
written on 2015-11-10 10:31:16 by Julia Dick
written on 2015-11-05 15:41:18 by Julia Dick
written on 2015-11-03 08:34:14 by Julia Dick
written on 2015-10-29 13:59:15 by Julia Dick
NavigationCtrl+Alt+h: brings you back to "Home" Ctrl+Alt+v: opens the overview Ctrl+Alt+t: opens the current ticket tab Ctrl+Alt+f: opens the search box Ctrl+Alt+n: opens a new ticket tab Ctrl+Alt+c: select public reply when answering a ticket Ctrl+Alt+x: select internal note when answering a ticket Ctrl-alt+m: opening the macro list Tickets Ctrl+Alt+w: closes the current ticket tab Ctrl+Alt+j: moving to the next ticket Ctrl+Alt+o: submits a ticket as open Ctrl+Alt+d: submits a ticket as on-hold Ctrl-Alt+s: submits ticket as solved Ctrl-Alt+p: submits a ticket as pending Ctrl-Alt+t: goes to the current ticket Generally keyboard shortcuts are very helpful to complete the work speedily. They save time in navigation and operations. That is why we recommend it warmly to learn the most frequent keywords. Let us be honest, you did not know them all, did you?
written on 2015-10-27 11:30:34 by Julia Dick
He is the Co-Founder of replygo. His main job is to coordinate the company's missions and he is the one who communicates most with our customers. Before founding replygo Michael Scharf worked for SAP Deutschland AG & Co. KG as a consultant. He has working experience in different positions and industries such as T-Online and BMW. Michael Scharf has a degree in computer science with business administration at TU Darmstadt.
He is one of the founder members and responsible for the software development and the user interface. His work also includes customer service and sales. Before founding replygo Kristijan Madunić worked as a software and web developer. He has excellent experiences in the fields of text processing and machine learning. Kristijan Madunić has studied information science at the Technical University of Darmstadt in Germany with additional topics of IT-Management.
At replygo Jens Haase is responsible for the software development especially in natural language processing and data mining. He has a master degree in computer science at TU Darmstadt. Before working for replygo Jens Haase gained practical experiences at SAP Research and further companies.
He is the Software Developer of replygo and MSc. student of Distributed Software system group in TU Darmstadt. Hamid Elmi has been working on different client platforms of replygo in order to enable expand its usage. At the moment he is working from Paris.
She is the Marketing Director of replygo and is responsible for the social media networks. She writes the article for the replygo blog and represents the company on platforms like Facebook, Twitter, Instagram, Linkedin, Xing and Pinterest.
As the team of replygo our goal is it to help you answer your emails more quickly by using automatically generated answer suggestions. In our explanatory videos you can see how effective it is to work with replygo. If you have further questions or want to test replygo do not be shy to contact us. Because now as you know who we are, we want to get to know you!
written on 2015-10-22 09:12:59 by Julia Dick
written on 2015-10-15 15:15:07 by Julia Dick
written on 2015-10-13 15:32:31 by Julia Dick
Step into your customer’s shoesI am sure that we all have been in the roll of a customer. So it is easy to step into your customer’s shoes. Ask yourself what type of experience you would have wanted. The answer would be: a positive, because one wants a negative reminder of any services. So it is about you to create a memorable and unforgettable customer experience. Let your customers want more and set yourself the goal to build a strong and long-lasting relationship. Do this by keeping the question of “would I as a customer be happy this way?” in mind.
Put your customers a smile on their facesAfter you have put yourself in the customers roll, you know that putting a smile into someone’s face or in the heart of one another, changes everything. So if you can do something special for your customers, do it. They surely will be delighted about it. It does not have to be something giant. Just a little thing like making them laugh, thanking them for being your customer or giving them a tiny present, is great enough.
Advise your customersInstead of focusing on selling your product, offer expert advices on the special needs of your customers. Although the primary goal is to sell the product, your customer will appreciate useful assistance. A good advice is wise to build trust with your customers. The result will be satisfied customers and that is what we want to archive.
Remember detailsTake note of your customers and their conditions and make your service convenient and memorable for them and their families. Make sure they provide a customer service that fits to them. If you are not sure, ask questions to find it out. Taking note of details shows that you are interested in your customers.
Keep your promisesIt is important to do what you say you are going to do. Empty Promises are disappointing and frustrating. As well as in private lives as in customer service situations. But remember: the opposite, to give your customers more then they have expected, is always allowed.
written on 2015-10-11 15:13:21 by Julia Dick
written on 2015-10-01 09:15:37 by Julia Dick
The sad truth is that yet 6 of 10 contact centres do not have social media capability, but the Digital channel capability will grow in the next years. If we look back in the 1990’s people only knew call centres. If a customer had a request, he had to resolve it by phone. 10 years later call centres were replaced by contact centres, which offered broadening channels to their customers. The possibility to contact the support team by Web or phone was a new way. In 2010 slowly multiple channels like Facebook and Twitter were available for customers. But these were not used frequently.
Today we can be glad to live in the year of Omnichannel presence. The term “Omni” means “all” and stands for an across going channel. An Omnichannel goes one step further than a multiple one, because the focus is on the integrative aspect. Customers all over the world profit of those cross medial channels and of the possibility of steady accessibility of customer centres. The chance of several channels brought along a big change in the industry. The once passive customer is now active in driving chances in customer service of the future.
According to the 2016 Contact Centre Benchmarking Report, 74 % of contact centres see overall interactions increasing and 87 % see non-voice interactions growing. Experts are sure that in the next two years contact centres will manage more digital contacts than ever before. Therefore the requested that appear via phone will go done. Another raising trend, especially in the US are web chats. Today, already 33% of customer service centres use the web chat functions. In 2016 the number of web chatting is expected to rise up to 70%.
So if you plan to improve your customer service and want to move with the time, it is necessary to offer Omnichannel choices. You should make easy channel hopping possible for your customers and integrate phone service as well as services through social media channels and web. Although if your company does not has the possibility to use all these channels, you can be sure that digital channels will be the first choice in the next two years. So always remember: Go digital or to go home!
For further information check out the 2016 Global Contact Centre Benchmarking Report or take a look at the video on:
written on 2015-09-28 15:18:19 by Julia Dick
But first what does the term Social Media Marketing mean?It identifies marketing via Social Media Channels just like Facebook, Twitter, Google+, Instagram and other platforms. Advertising, as well as maintenance of Public Relation and communication with follower do belong to Social Media Marketing. It is a reasonable process of gaining traffic on a website, because 76% of German internet users are registered in a Social Networks.
Why is this kind of marketing is good for my company?Because Social Media Marketing is for free, it is the cheapest way for employees to promote their concern. In addition social media channels do have a huge range over all population stratums.
How does Social Media Marketing work?Social Media websites allow individuals as well as business people to interact with one another and build relationships and communities online. When companies join these social media channels, consumers can interact with them directly. Your fans and those people who are interested in what you do can follow you. The more follower you have, the more advertising you make. Because the people who follow you mostly share your content or comment posts. That is why you can be sure your company will soon become more and more familiar. It is also important to know that Social Media sites include a lot of information about products and services of your company. Through the use of new analysis technologies, marketers are able to detect buying signals.
What is the first step if you want to do Social Marketing?Grab your Laptop or smartphone and create your company a social media page. Facebook clearly dominates Twitter and Instagram, because there are nearly 1.4 billion Facebook users worldwide. According to an article by the blogger and CEO Jeff Bullas, Twitter is with 284 million active users worldwide on the second place. In front of Google+ with 363 million users and Instagram with 300 million users.
What to do next?After you have created a social media page, set yourself and your company goals that you hope to achieve with these page and write them down:
- Can I double my followers till next month?
- My goal is to achieve at least 20 likes.
- What do the people klick most? Can I post more of that stuff?
written on 2015-09-23 06:41:08 by Julia Dick
The first step is to listen well and let the angry customer blow off steam. Do not interrupt him but respond with phrases like “I understand you” or “I see”. It shows the customer that you are on his side and it is the first step to start to work on a solution that makes sense to both of you. When a customer presents you with a complaint, keep in mind that the issue is not personal. He is not attacking you directly but rather the present problem. Do always remember to stay cool and to speak calm.
The next step is to apologize for the inconvenience and to assure that it will not happen again. If you have listened detailed and apologized moderate, it will help the customer to lose his temper soon. A fair apologize is the best you can do at the moment.
Now that you have listened carefully and regretted the inconveniences, it is about you to offer a solution to the issue. Keep one thing in mind: do not make promises you cannot commit. Be always honestly and respectful and try to put yourself in the customer´s shoes. Take charge of the situation and let the customer know what you are going to do to solve the problem. After resolving the problem, it is good to phone your customer and let him know that you have found a solution. Even a small gesture of apology can turn the negative thing from disaster to a joyful experience.
Keep these tips in mind, while dealing with customer complaints. They will help you to resolve problems effectively. Do always remember what Bill Gates had said once: “Your most unhappy customers are your greatest source of learning.”
written on 2015-09-22 06:38:33 by Julia Dick
CommunicationIt is fundamental to improve the communication between the customer service staff and the management. Do listen to what your service team members have to say about the service in the company. Because they work every day with customer, they know the state of service the best and may have some ideas for improvements. In addition it is good for the team to feel comfortable communicating with the management.
Good working conditionsAnother tip to motivate your service team long-lasting is to give them better working equipment. For example good computers, suitable phones and moderate work places, where your staff members can do their work well. Because, let’s be honest: no employee would like to work in bad conditions and at least with unserviceable tools. Better equipment provides better service and it holds your team members motivated.
Customer service trainingsIt is also important to take care of the skills and the talents of your customer service staff and to deliver effective customer service trainings to improve their abilities. Additionally a good customer service training not only motivates your service team, they also boost the team activities.
Personal Feedback and praiseLast but not least another big thing: compliment your service team members more often, if they do their work well. Also take the time to encourage your people in their work and give them a personal feedback. A report on their numbers and their service can be useful.
If you take these tips to heart, you will soon have a good and motivated service team, which is willing to do the best service as possible. Your customers will soon notice the motivated stuff member and you can be sure that brings positive consequences.
written on 2015-09-17 18:23:00 by Julia Dick
An other important point is to make it as personal as possible. Perfectly crafted emails do not get much responses. According to Mikkel Svane simple ones, with handcrafted sentence and even spelling errors, get a higher response rate. The cause is that customer realize that it is not an automated email but a message from a real person.
The third customer support secret in Mikkel Svane’s book “Startupland” is conversation. Everything is about communication and interaction. “It doesn’t really matter what you actually interact about with the trial customer. The fact that you interact is what matters.” If you stick to that, the author points out, you can soon see a direct correlation between response rates to your emails and conversations to customer.
If you follow these support secrets, you can be sure to hear back from your customer. More tips and inspirations for employers who want to make their ideas the next big thing, can be read in “Startupland”. We, the team of replygo, think that it is a must-read, because it gives useful tips for entrepreneurs as well as it points out the real story of Zendesk. Mikkel Svane wrote his book in an honest and humorous way, so that it is an amusement to read it.
written on 2015-09-16 18:21:28 by Julia Dick
There are certain things that customer service should archive. The purpose is to meet all expectations to the customer satisfaction. This process is not as easy as it sounds, because customer expectations are dynamic and do often change. The fluctuations are connected to many individual factors. Even though it is not always easy to satisfy all customers, try to give an excellent service. Because when expectations are not met by the customer, dissatisfaction is the result and this can damage your business.
According to a CEI Survey, 86% of customers are willing to pay more for better service. But the sad truth is, that only 1% of customers feel that employees consistently meet their expectations. So take a look at your own performance to improve revenue and profit for longer periods.
To find out how to satisfy your customer, you can send them feedback surveys. Formulate questions based on each customer expectation level to see where you stand in the customer’s mind and what you can improve. After collecting this information you can make the needed improvements. You will see, that it is quite doable to update your service to meet your customers expectations. Always remember: lucky customers keep coming back for more and may bring others too.
written on 2015-09-11 18:19:17 by Julia Dick
Customers want knowledgeable staff members and authorityImagine you are in the position of a customer. In case of needing help, you would want an expert to solve your problem as fast as possible. If you notice that there is just an amateur at work, you would be irritated and annoyed with the situation. So try to show your customers expertise. They will notice that quickly and you can be sure that it leaves a positive impression on them. If there is something you don’t know it is no big deal. Be honest and tell your customer that you don’t know, but you will handle it immediately.
Customers want you to listen to them in detailWhen they are describing themselves and their needs, customers notice it when somebody is just waiting for a break in the conversation in order to launch into a sales pitch. To really listen, you must suppress your own inner-voice and forget your goals. It is about the customer, not about you. If you found a solution for the problem, ask if there is another thing you can do for them. Because in the end the most important thing is that your customer feels comfortable with your work and sees that he is in good hands.
Customers want quick responsesWhen you listen to complaints of people about customer services, one that is often voiced is that it takes too long to receive an answer from the support team. If a customer has a problem, he needs help immediately and not in one or two days. During this time he may already became desperate. Being available does not have to mean instantaneous service, but your customers will be thankful if you help them as soon as possible. It is also important to let your customers know, when they can calculate with a solution or a reply.
Customers want flexibilityTell your customers what you can do and not what you can’t. In principle they hate to hear the words “No, I am sorry”. Sure, it is not always possible to say “yes” to a customer, but it is important to be as flexible as you can. Try your best and be as spontaneous as you can when it comes to solving problems.
Customers want friendly greetings and smiling facesThe most important aspect in customer service is a very pleasant contact. When customers get in touch with you face to face or over the telephone, they want a warm response. It can still be businesslike but you and your teammates need to look and sound friendly and helpful. By the way did you know that according to personnel experts you only have eight seconds to make a good first impression?
written on 2015-09-09 18:17:09 by Julia Dick
We say thank you for gifts or for special favors. But it is not only the big things where thank you matters. Although it is nearly the simplest thing of the world. It takes just a moment and costs nothing, not even effort. It is one of the most important ways in which we interact with each others. Especially in customer service it is important to let your customers know how much you appreciate their business.
“Say ‘thank you’ and tell your customer they are important. Remember no matter who you are or what you do, you have customers. Your job and your livelihood depend on satisfying your customer.” This is what Shep Hyken has written in his book Moments of Magic. The author and speaker works with companies which want to improve their relationships with customers and employees.
There are some easy ways to show your customers that you appreciate them. Always remember to make it personal. For example a simple phone call which contains those to words. Another idea is an individual note or an thank-you-email. It is good to relate on a past conversation for example, instead of saying old school phrases like “thank you for your business“.
Saying “thank you“ never goes out of style. It is a sentence that is universal and it is never unwelcome. Now ask yourself. When was the last time you said those to words to your customers?
written on 2015-09-01 18:13:45 by Julia Dick
We are living in “the age of the Customer”. Customers are the most important part of a company. Without them a company would not exist. Understanding a customers need, allows you to develop services that are matched to what your customer wants. This is why companies have to find out ways to get to know their customers on a more personal level.
The first thing you need to do to understand your customers, is to take a look at them. Who is buying your products? Where are your costumers from? Which products do they buy? After you have checked out the primary information, you can go one step further: analyze the data of your customers.
In an age of bigger and faster data, all sorts of information can be used to get to know your customers. If you already have customers, you also have data. In most cases you have more information of your customers than you think. Taking these information and analyzing them brings the real value to your business. For example by analyzing the search terms of your customers you can find out which products are popular but not on the front page of your website. Combining it with clickthough data of your website, you can easily see the process people pass throw your site.
The more data you collect of your customers, the more you can personalize your services and assimilate them to their needs. This is why you can compare a customer service with an relationship. In both cases the particular parties have to get to know each other and should listen to the other ones needs.
written on 2015-08-27 18:11:46 by Julia Dick
The challenges of customer service are huge. Permanent presence, high standards and a faster rate of communication. There are also many modern ways to get in touch with the customer. Social media channels, videos, user comments or reviews are just a few of the countless possibilities. But which of these ways really makes sense?
It is advisable to keep up with the times and bring in his own imagination, but it is also important to know the own customers and select the right platforms. It should be as easy as possible for a customer to make contact.
A survey of the Verint Systems and the Call Center Verband (German call center association) showed that especially young people prefer customer services that are available around the clock. For customers under thirty social media channels are popular for all kinds of support requests. Especially Facebook and Twitter are very popular support channels for young customers. If your clients are not actively using social networks, the best way is to use the classical support channels: email and phone. While middle aged people mostly write emails to send their service requests, older people often pick up the phone. This happens due to the fact that many older people prefer to talk to a staff member directly and they often do not know how to write emails.
A more recent trend in the customer service world are live chats that are integrated directly in the website or mobile application. This type of service allows customers to interact directly with the company while browsing the website.
When your company has found the right way to get in touch with customers, the usual business rules count: answer customer inquiries quickly, be friendly and empathetic and give precise advise. Or - to express it with Kurt Tucholsky’s words: “If you want to have an impact on other people you need to speak their language.”
written on 2015-06-17 18:07:40 by Jens Haase
Kosten für Open Source SystemeOpen Source Helpdesk Lösungen sind kostenlos verfügbar und können auf der eigenen Infrastruktur installiert werden. Der größte Kostenfaktor für ein Open Source Ticketsystem besteht in der Wartung der Software auf der eigene Infrastruktur. Ein Administrator muss gewährleisten, dass das Ticketsystem immer einwandfrei läuft und auf dem aktuellen Stand bleibt. Ein hoher Kostenfaktor entsteht aber oft erst nach einigen Jahren, wenn die Software auf eine neuere Version aktualisiert werden muss, die nicht mehr mit der aktuell genutzten Version kompatibel ist. Solche Aktualisierungs-Projekte können sich oft über Monate hinziehen. Bei einem hohen Service aufkommen ist zusätzlich darauf zu achten, dass das Helpdesk System jederzeit verfügbar ist. Um Ausfallzeiten von nur wenigen Stunden in Jahr zu garantieren ist, unabhängig vom Helpdesk-System, eine komplexe IT-Infrastruktur nötig. Ein Beispiel für ein Open Source Ticket System ist OTRS.
Kosten für Closed Source SystemeClosed Source Systeme werden von einen Anbieter bereitgestellt und verkauft. Um so ein System nutzen zu können, müssen sowohl Lizenz- als auch Wartungskosten bezahlt werden. Diese Kosten können je nach Anforderung sehr unterschiedlich sein. Genau wie bei den Open Source Systemen, können hier zudem noch weitere Kosten durch die Bereitstellung und Wartung der IT-Infrastruktur entstehen.
Kosten für Software-as-a-Service SystemeSoftware-as-a-Service Helpdesk Systeme sind Programme die in der sogenannten Cloud laufen. Es sind also Web-Anwendungen, die sich über ein Web-Browser bedienen lassen. Im Gegensatz zu Open Source und Closed Source System übernimmt der Anbieter hier die komplette Bereitstellung und Wartung der IT-Infrastruktur. Dafür verlangt er aber eine monatliche Gebühr, die bei den meisten Anbietern von der Anzahl der Agenten abhängig ist. Der große Vorteil ist aber, dass diese Gebühren transparent sind und sich leichter kalkulieren lassen. Ein Beispiel für ein Software-as-a-Service Ticketsystem ist Zendesk.
FazitBei Open Source und Closed Source System verursacht die Bereitstellung und Wartung der IT-Infrastruktur einen großen Teil der Gesamtkosten. Bei Closed Source Ticket System kommen zusätzlich noch Lizenz und Wartungskosten hinzu. Generell ist es für Open Source und Closed Source Systeme aber schwieriger eine genaue Kostenplanung vorzunehmen. Bei Software-as-a-Service Anbietern dagegen ist die Kostenplanung transparenter. Hier wird meisten nur eine Gebühr pro Agent pro Monat berechnet.
written on 2015-06-08 18:04:48 by Michael Scharf
Gemeinsame PostfächerDer erfolgversprechendstes Weg zur Nutzung von Outlook im Support heißt Shared Mailbox. Über gemeinsame Postfächer lassen sich Mails von mehreren Mitarbeitern bearbeiten. Alle Mitarbeiter haben die gleiche Sicht auf den Posteingang und können sehen, ob eine Mail bereits gelesen oder bearbeitet wurde. Um eine Shared Mailbox zu verwenden, benötigen Sie einen Exchange Server. Ein wesentlicher Vorteil von Outlook ist, dass die Nutzer mit dem Programm in der Regel sehr vertraut sind. Durch den Zugriff auf eine Shared Mailbox können die Mitarbeiter ihre Support-Anfragen in einer gewohnten Umgebung bearbeiten, ohne sich in neue Programme einarbeiten zu müssen. Außerdem ist die Einrichtung einer Shared Mailbox relativ einfach durchzuführen. Daher werden gemeinsame Postfächer häufig verwendet, um unternehmensinterne Anfragen zu bearbeiten.
KostenfaktorOft begründen Unternehmen den Einsatz von Outlook im Support mit dem Argument, dass keine zusätzlichen Kosten anfallen sollen. Ein knappes Budget sollte niemals der Grund für den Verzicht auf ein vollwertiges Ticket- bzw. Helpdesk-System sein. Viele der verfügbaren Systeme sind gerade für kleine Unternehmen mit wenigen Supportmitarbeitern (sog. Agenten) sehr erschwinglich. Außerdem sollten Sie bedenken, dass Sie durch ein geeignetes Ticket-System die Bearbeitungszeiten Ihrer Tickets bzw. Anfragen verringern können und somit Kosten einsparen.
Was Outlook nicht kannUnternehmen, die täglich Hunderte von Anfragen bekommen, benötigen ein Ticket-System, das mehr kann als nur Antworten zu versenden. In einem “richtigen” Ticket-System kann man Tickets an einen geeigneten Bearbeiter weiterleiten oder die Arbeit in mehrere Support-Level einteilen. Zudem bieten Ticket-Systeme verschiedene Ticketstati, die weit mächtiger sind, als die in Outlook verfügbaren Flags. Insbesondere die Möglichkeit, Eskalationsstufen zu definieren, kann sehr nützlich sein, um sicherzustellen, dass dringende Anfragen schneller bearbeitet werden. Durch ein Rollenkonzept ist es weiterhin möglich, einzelnen Nutzern verschiedene Aufgaben und Berechtigungen zuzuweisen. Darüberhinaus verfügen viele Ticket-Systeme über ein eingebautes Reporting, um beispielsweise die durchschnittliche Bearbeitungsdauer oder andere KPIs auszuwerten.
FazitGerade für den unternehmensinternen Support ist Outlook eine geeignete Wahl, da die Nutzer mit dem System vertraut sind und die Einführung leicht durchführbar ist. Für einen professionellen Endkunden-Support werden häufig Features benötigt, die von Outlook nicht unterstützt werden. Daher kann die Einführung eines Ticket-Systems eine geeignete Alternative sein. Welche Systeme es gibt und welche Unterschiede zwischen Cloud- und On-Premise-Lösungen bestehen, werden wir in einem der nächsten Blog-Posts näher betrachten. Sowohl Outlook als auch viele Ticket-Systeme lassen sich durch Plug-Ins erweitern, um Ihre Anforderungen optimal zu unterstützen.
written on 2015-05-28 17:59:15 by Jens Haase