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replygo blog - tipps & infos around the topic of costumer service

How to make your Zendesk website more accessible

How to make your Zendesk website more accessible

written on 2016-05-12 09:08:07 by Julia Dick

Many Zendesk websites look not very accessible and appear very jumbled. Although it is very easy to structure a website clearly and to arrange everything on it. Here are a few things that you can do to improve your site's accessibility and to make it look better.

Do the de-clutter-process

The 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 labels

It 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. woman-hand-desk-office-large2

Replace unnecessary things

Remember 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 clearly

You 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 imprint

Complete 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 yourself

Last 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. idea_web - Kopie
Customer service developments

Customer service developments

written on 2016-04-26 14:09:18 by Julia Dick

In 2016 there are a couple of new customer service developments, but many of us do not know which trends really bring success and which help a company to provide a good customer service. The following article sums up the top developments in customer service that are relevant to a number of businesses. Today our customer service developments do expand on new technologies that make a big difference in the way businesses interact with their customers. But which technologies are that and how do these work within a company?

Mobile rules the world

The 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 winner

Our 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 advisable

When 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. woman-hand-desk-office-large2

Proactive Engagement wins

Many 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 service

Customers 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.
Everything about Zendesk views

Everything about Zendesk views

written on 2016-04-12 10:35:31 by Julia Dick

Views are the primary way of managing tickets in Zendesk and very useful in your daily working routine, but there are still a few things that you should pay attention to while working with Zendesk views.  

How to manage view screen

Shared 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 views

Always 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 views

Once 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 views

Normally 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 views

For 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 views

From 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 views

You 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.
The difference between organizations and groups in your Zendesk

The difference between organizations and groups in your Zendesk

written on 2016-04-05 09:57:54 by Julia Dick

You work with Zendesk and you think you know everything about the software? That is rather unlikely, because we are sure that there are still some important facts that you do not know about Zendesk yet: for example the difference between Zendesk organization and Zendesk group. In the following passages we are going to show you the differences between an organization and a group in Zendesk. But first: what actually is this?

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.


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).


They can belong to more than one group.


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.
How to improve your performance at work with replygo

How to improve your performance at work with replygo

written on 2016-03-31 09:32:24 by Julia Dick

How successful you are at work is often determined by your attitude and how you spend your time, but there are also other ways to improve that you may never have thought of. One strategy is by using replygo, which helps you to respond faster and easier to your business e-mails.

Tip 1: Use replygo

A 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 priorities

To 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 capabilities

Your 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 important

Researches 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.
How to extend the functionality of your Zendesk

How to extend the functionality of your Zendesk

written on 2016-03-22 09:43:04 by Julia Dick

You might have been in a situation in which the basic functions of your Zendesk not have been enough. In such case you can easily extend the functionality of your Zendesk. The following blogpost shows how this works. It is no big deal to extend the functionality of your Zendesk. You can do that with Zendesk extensions.  

What are extensions and how do they work?

Extensions are tools that expand the functionality of your Zendesk. You can add for example CSS or JavaScript widgets to customize the look or functionality of your Zendesk. JavaScript is the programming language of HTML and the Web. It is easy to learn and makes a computer do what you want it to do. In addition to that CSS is a stylesheet language that describes the presentation of an HTML document and characterizes how elements must be rendered on screen. This sounds difficult to you? No panic! If you have got some basic knowledge of HTML, it should not be no problem for you to understand the purpose and usage of CSS, too.   html  

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.
It is all about customers

It is all about customers

written on 2016-03-17 11:09:21 by Julia Dick

Customer service is one of the most important things that you just cannot ignore if you want to be successful in business. Often it is that one first impression a customer makes linked to your business. That is why you should give your best and make the experience a good one. The following post shows you how to do it best.


A 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. 6  


Good 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. 1


It 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. 2  


Customers 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! 5  


In 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. 4
Share your knowledge with replygo to improve the skills of your teammates

Share your knowledge with replygo to improve the skills of your teammates

written on 2016-03-08 10:17:05 by Julia Dick

Every employee knows the situation of having a new coworker in the team. He or she wants to gain an extensive business knowledge in a short period of time, but to educate can be very time-consuming. With the help of replygo it is no longer a no big deal. The following post shows how to work with replygo in a team. You work in a team? Great! We have got the ideal solution for you and your coworker: replygo. The App helps you and your teammates to respond as fast as you and your team can to business mails. Replygo automatically creates a knowledge database which allows you to reuse answers that your colleagues have already formulated – and of course the other way round.

Use replygo within your team

Once 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 team

If 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 goals

Okay 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.
Facts about the Zendesk Help Center

Facts about the Zendesk Help Center

written on 2016-03-03 09:30:24 by Julia Dick

The Help Center in Zendesk is a very useful tool. It shows effective solutions and gives answers to difficult Zendesk questions. If you always wanted to know everything about the Zendesk Help Center, the following article is dedicated to you.  

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. Startup Stock Photos And now: let's visit the Zendesk Help Center...
A modern customer service needs a social media strategy

A modern customer service needs a social media strategy

written on 2016-02-25 11:40:47 by Julia Dick

The customer of today knows what he wants from a business and what not. This is why customer service should more than ever be a top priority for any company. Here is how to offer a modern customer service that will assure a frequent relationship between you and your customer. It is no secret that customers keep a business going. To make them satisfy is the best way to ensure that they will come back. By the current state of knowledge and technology it is fortunately easier than ever to keep the lines of communication open between you and your customers. Especially social media adds a big part to this. Today we live in a Digital Age in which everyone is constantly connected to one another via Email, Facebook, WhatsApp, Twitter or other portals. This is a big advantage, because technology allows companies to interact with their customers more efficiently and much faster. Modern communication tools help companies to push their customer service efforts, their range and their rapidity. "Customer interaction now becomes as important, if not more important, than the product itself," wrote Forbes contributor Mike Kavis. "The products and service are on display in real time so the quality of service, the cleanness of the operation, and responsiveness to real time events are crucial." And he is so right, because in time of social media (and internet forums) customers do have a much bigger voice and much more influence. This can give companies a huge advantage if the customer has something good to say, but the effects of a negative review or comment can also be very bad to the reputation of a company. That is why a company necessarily needs to have a comprehensive social media strategy which ensures all customers are truly heard and served. The worst social media strategy would be to ignore customers. No matter what they are saying about your company, do always try to respond to them. It is advisable to discuss the problem fully and to solve it completely. Good arguments have a huge priority in social media and a company should only in the last instance begin to delete bad critics or comments. Tip: If the budget allows it, it is also advisable to order a social media manager who is in charge of the company´s social media pages and the social media customer service. He or she has the task to look after all channels every day and has to communicate with customers in a professional manner.
The difference between agents, advisors and administrators in Zendesk

The difference between agents, advisors and administrators in Zendesk

written on 2016-02-18 11:12:20 by Julia Dick

It is not always easy to understand every detail in Zendesk, no matter if you are new to the software or if you are constantly working with it. But important is that Zendesk can be very useful to your daily business. In the following post we are going to explain you the difference between a Zendesk agent, an advisor and an administrator. I am sure that there are a few things to the theme you did not know so far.  

The tasks of an Zendesk agent

Agents 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 administrator

Zendesk 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 advisor

Last 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.
How to make business exhibitions work for you and your company

How to make business exhibitions work for you and your company

written on 2016-02-10 13:37:05 by Julia Dick

An exhibition often is a big investment (especially for small businesses). But by investing into an exhibition, you and your company will may have great benefits in the future. The opportunity to meet, connect and build relationships with customers is a big chance for your company to become more famous. But there are also some points you should pay attention to:  

Do research before exhibit

To 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 preperation

The 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 customers

It 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 journalists

It 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.
This is how fast you should reply to a business email

This is how fast you should reply to a business email

written on 2016-02-04 15:16:00 by Julia Dick

Remind yourself on that moment when you got your last business email. Did you reply immediately or did you let the other person wait to think about your answer? This response-time-issue in fact is a much asked question of many of us. In the following post we are going to give you an answer to that issue and show you how to react if this happens on a weekend or in holidays. When you get a business email there is no standard turn around time to send your response. But the golden rule is to answer as fast as you can. We recommend to answer at least within 24 hours. If you can not respond quickly, although send a short note and say that you will respond in detail when you have time for it. Because responding promptly is a professional and serious manner. It gives the sender a good image of you and your company. And let us be honest: we all prefer a business partner who answers quickly and thinks that our emails are of importance. Now to the response-time-issue facts: did you know that 52 Percent of people who send a work-related email expect a reply within 12 to 24 hours? Only 60 Percent wait two days until they reply. And nearly one of five people expect you to answer to an email within twelve hours. But almost no one tolerates to wait for a week or longer. However, ten Percent of people say they are prepared to wait a week for an answer to a personal email. These results were shown in a survey of over 500 U.S. employees. However, an experienced employee knows how to make his customer satisfy and when it is time to switch off his email post-office box. For example on weekends or in holidays. Because people who check their emails less often in their free time, are often less stressed. So remember: business emails should be answered within 24 hours maximum. No exceptions. The quicker you respond, the more ideal impression you will make. But in free time it is absolutely okay to check your emails a bit more seldom.
How to personalize your Help Center in Zendesk

How to personalize your Help Center in Zendesk

written on 2016-01-28 09:25:36 by Julia Dick

If you are unsatisfied with the look of your Help Center in Zendesk, you can easily change it by using basic tools. In our newest post we are going to demonstrate you, that it is no big deal to change logo, colors and web font of your Zendesk Help Center to make it look better. Here are a few useful tips to personalize your Help Center:

How to change the design

It 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. bild5

How to change the layout

To 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 devices

Of 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. bild4 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.
How to organize your Zendesk tickets best

How to organize your Zendesk tickets best

written on 2016-01-21 10:14:34 by Julia Dick

Almost everyone knows how annoying and time-consuming it is to search for tickets or data on the computer. The problem is that it is not always easy to sort tickets clearly in the correct data files. Not anymore: in the following post we are going to look deeper into that subject and show you how to organize your Zendesk tickets best. In Zendesk you use views to organize tickets at all stages. Views are important for managing your daily workflow, because with the help of them you have a much easier and better overview of your tickets. That is why it is wise to create sorted ticketgroups, depending on in which stage they are.

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. view3

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. view2

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.
Three ways that guide you to a happy customer

Three ways that guide you to a happy customer

written on 2016-01-14 09:24:55 by Julia Dick

How many times have you heard stories of customers being treated rudely? Or how many times have you been treated rudely as a customer? Now it is time to say goodbye to these situations and time to show your customers kindliness.   creativmess   We all know that it is really no big thing to treat a customer well. But you have to recognize the value. And then you have to be willing to take a bit more time and to get a bit more creative in being nice to your customer. Here a three ways, that will directly guide you to a happy customer:  

1. Treat your customer with courtesy

Remember 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 customer

Of 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...
The differences between Zendesk triggers and automations

The differences between Zendesk triggers and automations

written on 2016-01-07 14:21:25 by Julia Dick

If you work with Zendesk I am sure, that you have already use triggers and automations. Both tools can be really useful and do save valuable time. In the following post I am going to show you the characteristics of Zendesk triggers and automations and explain you when to use what.

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.
How to use the Zendesk knowledge base

How to use the Zendesk knowledge base

written on 2015-12-15 15:26:11 by Julia Dick

If you are working with Zendesk, I am sure that you have already used the Zendesk knowledge base to find suitable answers to your questions.  For all of you, who do not know what the Zendesk knowledge base is yet, I am going to explain it now.

The all-rounder

The 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-service

Generally 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 easier

The 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 replygo

On 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/.
How to deliver great customer service during the Christmas holidays

How to deliver great customer service during the Christmas holidays

written on 2015-12-10 09:38:40 by Julia Dick

The Christmas countdown has begun and there are only a few days left until Christmas Eve. For many of us it is one of the busiest times of the year, because of all Christmas arrangements and holiday preparations. Although the most important thing in this stressful time is to keep calm. In the following post we show you how to stay cool between the years and betray all secrets of a great customer service during the Christmas holidays.

Deliver great customer experiences

Bring 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 customer

You 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 needs

Customers 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 feedback

Listening 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 season

Customers 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 words

Of 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.
How to view tickets and to create a ticket report in Zendesk

How to view tickets and to create a ticket report in Zendesk

written on 2015-12-08 10:30:41 by Julia Dick

At the end of the year it is really useful to analyze the statistics of your company to get to know if you have achieved your goals for the year. For this reason it is advisable to make a summary of all the tickets you have worked on this year. Today I show you how to view your tickets and how to create an insight report that gives you the basic info you need:

Step one: Custom View

If 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
Managing organisational chances with replygo

Managing organisational chances with replygo

written on 2015-12-03 11:51:24 by Michael Scharf

Studies have shown that Fortune 500 companies lose roughly $31.5 billion a year by failing to share knowledge (Babcock, 2004). When it comes to changes in organizations or employees need to take over new tasks an efficient knowledge management is indispensable. A common kind of organizational change occurs when a IT-system is being handed over from development to operations. The typical situation can be described like this: The experts are finished with their implementation and start a new project. Then the maintenance tasks are transferred to new colleagues. The experts take all the knowledge with them. And the new support team needs to build up knowledge from scratch. All the classic knowledge management approaches fail in this situation.  Some documentation usually exists. However everyone who has worked in a IT-project knows that there is always time pressure. The first thing to miss out is a proper documentation. Nobody will write wiki articles when there are still bugs to fix.  

Use the existing knowledge

The 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 & Compliance

In order to provide privacy compliance replygo will only process emails that are stored in a shared inbox for a given project.  

Implementation & Setup

The 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.
What will the customer service trends for 2016 be?

What will the customer service trends for 2016 be?

written on 2015-12-01 07:56:40 by Julia Dick

It is every time the same procedure: at the beginning of a new year we ask our self what the next twelve month will bring. In private life as well as in customer service. Therefore we have researched the top customer service trends in 2016. Do you already know them? Many experts from around the world use their knowledge of innovations, developments and customer behaviors to carve out trends and forecasts how customer service will look like in 2016. Some will be familiar to you an others will surprise you. Here is a list about the top trends in customer service in 2016:  

1. The Omni-Channel function will rise powerfully

It 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 grow

A 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 expectations

A 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 survive

When 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 Engagement

In 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.)
Get to know the new feature in replygo

Get to know the new feature in replygo

written on 2015-11-26 15:16:14 by Julia Dick

We have got some good news for those of you, who already work with replygo on Zendesk: recently replygo has got a new and very useful feature. It is known that you can answer more quickly with replygo, but at the moment only a few know that we have added a function, with which you can precisely select a period of time to choose certain answer suggestions. In the following post we would like to introduce you to it and want to demonstrate you why it is absolutely helpful.

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. Zeitraum We hope you like the new time range feature. Are you missing additional features in replygo? Just drop us a note.
How to fascinate your customer with Zendesk

How to fascinate your customer with Zendesk

written on 2015-11-24 14:15:15 by Julia Dick

If you already work with Zendesk you have got the best technical requirements to offer your customers a great and extensive service. But I am sure there is still some space for improvement. In the following post I show you how to absolutely wow your customer. It is no big deal to fascinate your customer, but it has a huge impact. The question is how can you wow your customer in your daily working routine? The easiest thing is a powerful closing. Therefore you can use sentences like:
  • "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?"
  • etc.
If you hear a "no" or the customer is hesitating, you have to improve your service next time. Then ask your customer what he or she did not like. The important task is to ask your customer whether they are satisfied or not, before presuming to close out their issue. The good thing by working with Zendesk is, that Zendesk does not automatically close a ticket until you are satisfied with your work and the service you have given. You will soon notice that working with Zendesk and asking your customer about how they liked your service, will make huge differences. In addition you can be sure, that your customer satisfaction score will rise quickly.
How to work with Zendesk channels

How to work with Zendesk channels

written on 2015-11-17 14:38:36 by Julia Dick

Through Zendesk channels an agent gets in contact with his customers. Support requests as well as communication of all kind manages the agent with his channels. It is up to him to choose and configure the channels he needs to offer his customers the best service, that is possible. In the following passages you will learn everything you did not know yet about the nine different Zendesk channels:   1. Email: The Email channel enables customers to send emails to an agents support address. Every received email becomes automatically a Zendesk ticket. The useful thing is, that an agent has the possibility to have as many email addresses he needs. It is because the Zendesk account supports an endless number of email addresses within the agent's Zendesk domain. 2. Help Center: The Help Center is composed of a knowledge base and a community.  Agents can use the Help Center to help solve tickets or to answer questions in the community. It is also possible to change the look of the Help Center. 3. Twitter: Zendesk provides an agent the opportunity to follow and respond to his Twitter community from his Zendesk. Also Tweets become tickets and are called "twickets". Once a tweet becomes a ticket, it is similar to every other Zendesk ticket. An agent can now reply with a tweet or with a direct message. 4. Zopim Chat: Zopim Chat allows an agent to live chat with his customers or with other agents. Chat sessions become tickets, too. An agent can add Zopim Chat to every website and has thereby a look at a real-time list of visitors. On the list are for example information about how they got to the company's website. 5. Facebook: With the Zendesk Facebook channel customers can make support requests using Facebook. An agent has the possibility to respond to customer posts and comments from within his Zendesk. If an agent adds a new Facebook page to his Facebook channel, it appears on his Zendesk. Of course every Facebook post and every private message, which is sent to the Facebook page becomes a Zendesk ticket, too. 6. Voice: With the Zendesk Voice channel an agent has the opportunity for live telephone support. The conversations with customers are recorded and added to tickets. When agents are unavailable, customers have the possibility to leave voicemail messages.  7. Web Widget: The Web Widget offers a customer to search for knowledge base, to live chat with an agent or to submit a ticket. An administrator has the authority and can configure the components in the widget.  8. Mobile SDK: The Mobile SDK offers the possibility to integrate Zendesk support options in a company's App. So that customers can get help directly in the App. After the SDK is integrated in the company's app, changes can be managed from Zendesk. 9. API: With the Zendesk API it is easy to create a new ticket by using the API instead of the above named channels and provides the possibility to build a Zendesk App. Apps are useful to provide good and extensive customer support.
The short life of a Zendesk ticket

The short life of a Zendesk ticket

written on 2015-11-13 08:53:24 by Julia Dick

Every Zendesk ticket goes through different stages of life. Its life cycle starts by arriving on your Zendesk monitor and ends, when it is solved. But how long does your ticket survive and do you know the five different stages of your Zendesk ticket? Get to know the five different stages of a Zendesk ticket: ticket4 1. New - is a customer request, that arrives in your Zendesk monitor. This request is called ticket and is automatically set to new. 2. Open - is if an agent is assigned to a ticket. He will set it to open. 3. Pending - is the fitting ticket status, if a agent is waiting for more information from it's customer. 4. Solved - a ticket is solved, if a agent has resolved the customer request completely. 5. Closed - after a few days a ticket is automatically closed. The automation can be set to run anywhere between 1 hour and 28 days. An agent can not set it manually to closed. If you need the ticket for later reference, you find it in your Zendesk archive.   ticket2    But remember: If the customers request is still not solved completely, of course it is possible for the customer to respond back to the agent. It simply works by replying to the "ticket solved" email notification. And then the ticket lifecycle starts again...
Respond faster with replygo in Zendesk

Respond faster with replygo in Zendesk

written on 2015-11-10 10:31:16 by Julia Dick

A quick response time is becoming increasingly important for a successful customer service. But even today answering within a few hours is hard to achieve. With the replygo App you can solve this problems and increase your customer satisfaction. But how does replygo in combination with Zendesk work and where to get it? You can easily download the replygo App in your Zendesk Marketplace. Replygo is the better alternative to the normal Zendesk macros. Macros are configurable sets, that allow agents to perform several changes on one ticket at the same time. The well-known Zendesk macros allow faster edit of tickets, but the disadvantage is that you have to maintain them extensive. Each agent has to look after its own macros and can not share them with other agents. With the help of replygo the maintenance of Zendesk macros has got an end. Once linked with your Zendesk account, the replygo App 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. If you work in a team then replygo also suggests answers from your coworkers. In doing so, replygo automatically creates a knowledge database which allows you to reuse answers that your colleagues have already formulated. The quality of replies within your company will increase soon. zendesk2 If you are curious now and want to get to know the replygo App better, check out the video: http://replygo.com/zendesk/. You can install replygo from the Zendesk Apps Marketplace: zendesk.com/apps/replygo.
How to use Google Smart Reply without a Gmail account

How to use Google Smart Reply without a Gmail account

written on 2015-11-05 15:41:18 by Julia Dick

The present topic in the media is Google's newest tool: the Smart Reply feature. This is an Inbox App, that can respond to emails automatically. But which advantages does Google Smart Reply has and what do the new App offer its user? Google's new smart-reply feature in the Gmail Inbox analyzes the text of incoming emails and offers three responding possibilities. It is up to you if you want to use or ignore them. The feature is available in the version of the Inbox App that runs on smartphones and on tablets powered by Google Android and Apple iOS. But what if you do not have a Gmail account? In this case Smart Reply does not work. The good news is that you can therefore use replygo, which is capable of being integrated in many systems and available for Zendesk, OTRS and as Outlook plugin. Similar to Google Smart Reply, but much longer in existence, replygo learns to identify incoming questions once linked with your inbox. The best possible answer, that you have already used in the past, is automatically suggested to you. If you work in a team replygo also suggests alternativ answers from your coworkers. Espacially companies profit from the usage. Replygo, as well as Google Smart Reply, is nearly as real as human minds. Both Apps may look simple, but require complex programs and intelligent learning technologies. It is another step along the gradual evolution in how technology is becoming more and more intelligent and able to assist you in your everyday life. For further information about responding to emails automatically without a Gmail account visit: http://replygo.com/en/.
The story of the forgotten Zendesk ticket

The story of the forgotten Zendesk ticket

written on 2015-11-03 08:34:14 by Julia Dick

Have you ever forgotten an "on-hold" ticket on Zendesk? I am sure you did. In this case I am going to show you how to avoid this in future by setting a ticket reminder. This is very simple and brings you advantages in your daily work routine. I guess everyone who uses Zendesk knows the "on-hold" function for tickets and the drama of forgetting important ones, that you have held on some days before. Forgetting a ticket can quickly bring you into big trouble. But by setting a ticket reminder this problem now belongs to the past. Here is how it works: 1. The first step is to create a ticket field and to name it a suitable. You can give it for example the simple name "Memory". memory1 2. Step two is to generate an automation. Name it for example "Memory tab". Unfortunately it is not possible to set an automation to zero days. Your reminder date has to be at least one day. 3. At least you have to deal with the requirement to nullify the conditions of your automation. This requires a trigger, which fires when a ticket is updated. If it is a present date then add the automation "Memory tab". 4. Now you can try it by creating a new ticket with a reminder of birthday, that you do not want to forget. So the story of the forgotten ticket turns out well and if still someone forgets to set a ticket reminder on Zendesk, I am sure the forgotten ticket lives happily even after.
15 Zendesk Shortcuts that lighten your daily workflow

15 Zendesk Shortcuts that lighten your daily workflow

written on 2015-10-29 13:59:15 by Julia Dick

Zendesk offers you and your company many possibilities. But did you know that there are lots of keyboard shortcuts that make it even easier to work with Zendesk? Keyboard shortcuts can really speed things up when responding to tickets. Here is a list of the most useful shortcuts that Zendesk offers:


Ctrl+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 sceenshot1 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?
The „here is who we are“ post

The „here is who we are“ post

written on 2015-10-27 11:30:34 by Julia Dick

You always wanted to know who the people behind replygo are? Here is your chance to find it out. A typical "About Us" page contains a company description and shows what the concern´s functions are. In the following post we want to introduce our self to give you a deeper insight in replygo and that is how the team of replygo is put together:


Michael Scharf

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.


Kristijan Madunić

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.


Jens Haase

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.


Hamid Elmi

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.


Julia Dick

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!
Zendesk chat – the fastest way to provide customer service

Zendesk chat – the fastest way to provide customer service

written on 2015-10-22 09:12:59 by Julia Dick

Usually customers prefer companies, which can answer questions in real time. That is why many businesses provide live chat support. This function is also possible on Zendesk. But how does Zendesk live chat work? As it turns out, live chat has the ability to provide the convenient answers that customers want and it is also practical for the employees. Also Zendesk offers the possibility to chat in real time. Customers can start chat requests from existing tickets. From a customer's perspective, the chat functionality is similar to familiar chats like MSN or Facebook. When a customer makes a chat request, the request is sent to all available staff members. The staff members are called "agents" and can accept or ignore the request. The first agent, that accepts the request, starts the chat. The request disappears now for the others. Depending on how the administrator set up the chat, it is possible to text in more than one chats. If you do not want to receive chat requests, you can make yourself unavailable. The Zendesk toolbar offers the function "online" and "offline". If you do not want to be accessible, choose "offline". So it is in your hands to decide when you want to chat with Zendesk and when not. It is also possible to press "ignore" to decline a chat request. Every chat session is connected with a ticket—either a new ticket or an existing ticket. This is depending on how the user initiated the chat. New tickets are created at the beginning of a chat. It is possible to view the ticket or the user's profile. Therefore you have to click the ticket number or the name of the user you are chatting with. After orienting yourself, you will quickly notice how much faster live chatting with Zendesk is and how simple customer requests can be answered. Do always remember: It is much faster to resolve a customer´s issue by chatting, than through emails.  
How to use Zendesk for customer service

How to use Zendesk for customer service

written on 2015-10-15 15:15:07 by Julia Dick

Ultimately Zendesk is for improving the relationship between your business and your customers. But how does Zendesk achieve this aim? In short Zendesk is a software for better customer service, which starts with an email, a phone-call, a chat-message or via Facebook and Twitter. If a customer askes a question, he or she often does this by using one of these ways. Every service staff knows the feeling of overload, because of the plenty of customer requests. In such cases Zendesk can help you to overview your daily customer support requests. It is easy to use and simple to set up. Zendesk collects all conversations and brings them in one place. These communication options are referred as channels. They offer you the possibility to highlight conversations, that require attention and give you the opportunity to work on several support requests at the same time. Such a support request is called ticket. The channels collect the tickets and all the conversation you and your colleagues had with a customer. That makes teamwork much easier. Zendesk transmits all information into a database on which you and your colleagues have access. The database provides valuable data about your company and your customers and offers global analysis. Out of this data you get a great overview how things are working. It is also possible to open even more ways of communicating with your customers. There are over 100 apps that plug into Zendesk and which gives you additional functionality. So it is easy to integrate your favorite tools. What about you? Do your emails, messages and news lets also outgrow? Maybe it is time to neaten up your post office and to let Zendesk help you answering your customers request much quicker. You can be sure that your customer will appreciate this renovation and it will quickly relieve your daily business routine.
The guidance for an unforgettable customer experience

The guidance for an unforgettable customer experience

written on 2015-10-13 15:32:31 by Julia Dick

Suitable for the National Customer Service Week from 5th to 9th October you find in the following article 5 steps to bring your customer service to perfection and how to turn it into an unforgettable experience for your customers. In many cases the little details are the things that count. Just as well as in customer services. The small beer is the thing that the most customers recall. It matters even more than the product they bought or the service they received. Positive details make them feel satisfied. Always remember: a good customer service boosts customer loyalty and brings you a lot of new customers. In this guidance you find 5 steps for an unforgettable customer experience:  

Step into your customer’s shoes

I 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 faces

After 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 customers

Instead 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 details

Take 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 promises

It 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.
About the urgency of reducing response times in customer services

About the urgency of reducing response times in customer services

written on 2015-10-11 15:13:21 by Julia Dick

It is public and nothing new that customers want short answering times. They want responses immediately after they have send a request, a question or a complaint. Waiting 24-hours until getting an answer is the last thing they want. But how to optimize response times to satisfy customer expectations the best? It is no drama, if you can not provide a 24-hour care support. The fewest companies can offer that. But then it is even more important to have clearly listed and accessible hours of operation. For off hours it is useful to write helpful information for first-aid supplies, that may help customers in urgent cases. By listing responses to commonly encountered problems on your support page, you can help your customers even when you are not around. I addition to simple and outdated customer services, which answers only by mail or help on phone lines, it is good to offer your customers the possibility of a multitude of communication channels. One way to do this is by using social media channels like Facebook and twitter. An other assured way to decrease your response times is to serve a live chat to your customers. Because in a chat a service person can answer a customer within seconds. What also has reinforced itself are community forums to record and publicize conversations with your customers. You can compare it to a library where your customers can go to find resolutions to their problems. In the best case it gives them the opportunity to help out other customers. In other words: they do the work for you. But no matter which services you offer. Keep in mind the more service channels you add on your website, the more options you give your customers. Short replying times are the basics of good customer services and a good service is the basis for a successful company as a whole. And let us be honest: each of us has already been a customer and has felt the frustration of having waited endlessly until getting a reply. Though the expectation is always the same: namely to have a great customer experience with the aim of a solution given in a prompt response. Tip: customer service teams which want to reply more quickly to emails can use special programs, that generate automatically answer suggestions. If you are interested in such a program for your company click on http://www.replygo.com/ or visit replygo on Twitter, Instagram or Facebook for further information.
Go home or go digital

Go home or go digital

written on 2015-10-01 09:15:37 by Julia Dick

Today Omnichannel presence is essential for contact centres which want to survive the next years. Integration and easy channel hopping are fundamental things and should be possible for every customer. As well as the permanent accessibility by phone, Web, in Social Media Channels and Apps. But does your customer service really use the full capacity of offering modern interactions?

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:

Social Media – a market place of a modern era

Social Media – a market place of a modern era

written on 2015-09-28 15:18:19 by Julia Dick

Social Media Marketing do already belong to our society just like apps belong to smartphones. Advertising via TV or radio almost seems to be old-fashioned and obsoleted. But why has this kind of marketing so much success?

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?
Of course it is not always easy to stick to these goals and to constantly get good reviews by Social Networkers. But try your best and keep interacting as much as you can with your followers. If you take these tips to heart you will surly become a successful Social Media Marketer and your company will soon have a bigger level of familiarity.
How you react to customer complaints

How you react to customer complaints

written on 2015-09-23 06:41:08 by Julia Dick

It is almost normal that not everyone who deals with you and your company is always satisfied with your service. So it is even more important to listen to the customers complaints and to learn out of it. By handling complaints you have the opportunity to retain the customers and not to lose them because of foolishness. In the following lines are some tips to help you resolve customer complaints in a positive way.

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.”
Motivation tips for your customer service team

Motivation tips for your customer service team

written on 2015-09-22 06:38:33 by Julia Dick

If you want to make your customer happy, it is important to have a good and motivated team. But it is not always easy to give your customer service team members the treatment they want and need. Here are a few tips for more motivation.


It 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 conditions

Another 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 trainings

It 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 praise

Last 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.
Customer support secrets from the Zendesk CEO

Customer support secrets from the Zendesk CEO

written on 2015-09-17 18:23:00 by Julia Dick

“Woman get more responses”, is one of the titles in the book “startup” by Mikkel Svane. Svane is offering informative and inspiring lines, which refer his own story. As the Founder and CEO of Zendesk, he reveals the journey of Zendesk and gives his reader useful customer support secrets. As for example that the response rate increases exponentially, if you have a female support person. Because most IT people are male.

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.
How to meet customer expectations

How to meet customer expectations

written on 2015-09-16 18:21:28 by Julia Dick

Customer wishes have evolved over time, but never as rapidly as in the past couple of years. Customers expect more from companies because of the mess of information that is available at any time. New technologies that have been developed and adopted in just a few years are also a reason for higher customer expectations.

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.
Five things every customer wants

Five things every customer wants

written on 2015-09-11 18:19:17 by Julia Dick

Understanding your customers is the most important thing in big businesses as well as in smaller ones. To know what they want and to keep your finger on their pulse can mean great things to your organization’s success and will lead to meaningful results. There are five simple things you can be sure of every customer wants.

Customers want knowledgeable staff members and authority

Imagine 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 detail

When 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 responses

When 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 flexibility

Tell 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 faces

The 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?
How often do you say “thank you“ to your customer?

How often do you say “thank you“ to your customer?

written on 2015-09-09 18:17:09 by Julia Dick

It is amazing that two simple words have such a huge effect on humanity. But sadly most people do not often say “thank you” or even “thanks”. But why?

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?
Get to know your customers

Get to know your customers

written on 2015-09-01 18:13:45 by Julia Dick

Why is a customer service similar to a relationship and which way is the best to improve both sides?

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.
Trends in Online Customer Service

Trends in Online Customer Service

written on 2015-08-27 18:11:46 by Julia Dick

How important are social media channels, live chat features and the ability for customers to be accessible on weekends?

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.”
So viel kostet ein Helpdesk Ticketsystem

So viel kostet ein Helpdesk Ticketsystem

written on 2015-06-17 18:07:40 by Jens Haase

Helpdesk oder Ticketsysteme für den IT- oder Kundensupport gibt es jede Menge. Die Palette reicht von sehr simplen Tools bis hin zur maßgeschneiderten Speziallösung. Im groben lassen sich diese aber in drei Kategorien unterteilen: Open Source SystemClosed Source System und Software-as-a-Service System. In jeder der drei Kategorien gibt es ganz unterschiedliche Kostenfaktoren, die berücksichtigt werden müssen. Diese möchten wir im folgenden vorstellen.

Kosten für Open Source Systeme

Open 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 Systeme

Closed 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 Systeme

Software-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.


Bei 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.
Kundensupport mit Outlook: Möglichkeiten, Grenzen und Alternativen

Kundensupport mit Outlook: Möglichkeiten, Grenzen und Alternativen

written on 2015-06-08 18:04:48 by Michael Scharf

In unseren Projekten erleben wir es sehr häufig, dass kleine und mittlere Unternehmen Outlook als Support-Kanal einsetzen. Aber auch in großen Konzernen ist es nicht selten, dass Anfragen von meist internen Kunden über Outlook bearbeitet werden. Dieser Artikel geht der Frage nach, ob und wie, mit Outlook ein angemessener Kundenservice gewährleistet werden kann und welche Alternativen es gibt.

Gemeinsame Postfächer

Der 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.


Oft 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 kann

Unternehmen, 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.


Gerade 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.
Kundenservice in kleinen und mittelgroßen Online-Shops

Kundenservice in kleinen und mittelgroßen Online-Shops

written on 2015-05-28 17:59:15 by Jens Haase

Mit der Eröffnung des Online-Shops und den ersten verkauften Waren kommen auch die ersten Support-Anfragen Ihrer Kunden. Auch wenn Sie sich lieber um das Wachstum Ihres Shops kümmern würden, sollten Sie sich ein bisschen Zeit nehmen um einen guten Kundenservice aufzubauen. Diese Zeit ist gut investiert, denn durch einen guten Kundenservice können Sie Ihre bestehenden Kunden dazu bewegen weiterhin bei Ihnen einzukaufen. Außerdem erfahren Sie hier auch die Wünsche, Anregungen und Probleme Ihrer Kunden. Diese Informationen können Sie wiederum für ein gezielteres Wachstum einsetzen. Um einen erfolgreichen Kundenservice aufzubauen braucht es erst einmal nicht viel. Wenn Sie die folgenden Tipps beachten sind Sie schon um einiges weiter:

Machen Sie klar wer Sie sind

Am Anfang werden Sie Ihre Kundenanfragen oft persönlich beantworten müssen. Viele Shops richten dazu eine extra E-Mail-Adresse ein, wie z.B.  support@<Ihr-Unternehmen>. Das soll den Kundenservice professioneller und nach außen größer wirken lassen. Doch genau hier nehmen Sie sich ein Mittel, dass Sie von den größeren Shops angrenzen lässt. Vielmehr sollten Sie eine E-Mail angeben die Name und Nachnamen enthält. Wenn Sie noch dazuschreiben, dass die E-Mail direkt an den Geschäftsführer geht, werden sich viele Kunden gut aufgehoben fühlen. Finden Sie es nicht auch toll, wenn Sie Ihre Beschwerden direkt an oberster Stelle abgeben können?

Schnell antworten

Sobald eine Kundenanfrage bei Ihnen ankommt, sollten Sie alles stehen und liegen lassen und die Anfrage beantworten. Große Unternehmen investieren viel Zeit und Geld um Anfragen noch schneller zu beantworten, doch trotzdem dauert es bei Ihnen oft mehrere Tage bis man eine Antwort erhält. Sie können das für sich nutzen, indem Sie die wenigen Anfragen die Sie bekommen, schneller beantworten. Der Kunde wird sich freuen, wenn sein Problem in wenigen Minuten vom Chef persönlich gelöst wurde.

Empathie schlägt Antwortzeit

Eines sollten Sie nie vergessen: Seien Sie immer empathisch. Sollten Sie ein Problem nicht gleich lösen können oder gerade sehr schlecht gelaunt sein, hilft es nicht alles für eine schnelle Antwortzeit zu opfern. Lassen Sie sich in solchen Fällen lieber etwas Zeit und seien Sie sicher, dass das Problem auch wirklich gelöst werden kann. Am besten schreiben Sie dem Kunden eine kurze Antwort, in der Sie erläutern warum Sie mit der Lösung noch etwas Zeit brauchen.


Für eine guten Kundenservice am Anfang eines Unternehmens braucht es nicht viel. Wie wir gelernt haben, können Sie sogar Vorteile daraus ziehen. Wichtig ist aber immer, dass Sie Sie selbst bleiben und nicht versuchen jemand anderen darzustellen. Nur so können Sie langfristig die Kunden an Ihren Shop binden.