Ever wanted to find out how well you and your team are doing from your customers point of view?
Now you can!
Your customers can rate the level of customer support they receive with 1-5 stars and even leave feedback via our newly released Ratings and Feedback system.
Hop into our newly updated Department editor under Preferences in your app and turn on feedback for an individual department and then create your feedback template.
Now when you need to create a new email template or edit an existing template, you can stay right inside of FuseDesk instead of switching to Infusionsoft to manage your support templates.
The newly released Email Template Editor helps new FuseDesk customers to easily create their first default reply template, clone existing templates, or edit in-use templates.
Email templates allow your support team to more effectively handle incoming support requests with ease by tackling the most frequently asked questions. Support teams can quickly respond to customers who lost their password, are looking for a webinar replay, want to return a product, are ready to purchase your products, want to upgrade their membership, need to cancel their continuity program, need help with their purchases and more.
FuseDesk WordPress Plugin Released: View Support Cases and Create Cases on your Infusionsoft Membership Site
WordPress users can now easily allow their customers to view or open new FuseDesk support cases and tickets right from their WordPress sites. This is especially useful if you have a WordPress Membership site - such as iMember360 or WishList Member - where customers log in to access members only content.
When logged in to your WordPress site, customers can see their support cases, or by just filling out a one-field form, open a new support ticket.
Even if you don't have a membership site, or want to support non logged in users, the FuseDesk for WordPress plugin allows site visits to open a new support case by entering their name, email address and support request. The case is instantly created and added to the customers Contact record history in Infusionsoft.
We're live here at InfusionCon 2013 in Socttsdale, AZ and excited to announce the public release of the FuseDesk API which allows you to integrate FuseDesk with third party systems to view live data such as cases, unassigned emails, support reps and more as well as create new cases.
With the newly released FuseDesk API, you can integrate FuseDesk into your own proprietary systems and dashboards to allow customers to view their own cases and even, for example, setup automation to create cases via an Infusionsoft Action Set or Campaign.
You don't want to hear those words when you're taking your very first driver's test. You don't want to hear them when you're presenting your thesis, getting a smog check or awaiting blood test results. And you sure as heck don't want to hear them after calling a customer support line and requesting help.
However, that's basically what one man was told when he contacted customer service after losing his credit card. His article, posted on the American Civil Liberties Union website, reveals how a simple and straightforward customer service call devolved when the caller's response to a computer-generated survey failed to please the CPU gods, even though the answer was listed as a valid response.
Unfortunately, the answer not only halted the computer process that would help the customer support rep issue a new credit card to the customer, but it flustered the rep, who then uttered the words, "you failed the test."
In case you missed the big announcement and preview on our Mastermind Call the other week, Email Rules and Automation are here at last!
Using the new FuseDesk Rules System, you'll be able to automatically filter emails, autoreply back to inquiries, assign emails to certain reps or departments based on the content, run action sets in Infusionsoft and so much more.
This has been a much sought after feature that takes care of a number of different feature requests.
Where might you use rules and automation?
It doesn't matter who's to blame, but every once in a while, even the best customer support teams will make a blunder. With amazing customer service, however, it's not how bad or big the mistake was that will stick with a customer. It's how you and your team recover from it that can retain customers, boost loyalty and inflate your company's status to legendary.
Today's true story is a prime example of how a major hotel chain turned a colossal mistake into a major opportunity that created loyal customers for life.
We're proud to share with you two new powerful reports and a new visual report selector so you can more quickly find the reports your looking for.
The newly added Case Movement Time report visually shows how long it's taking you and your team to assign cases, first respond to cases, and resolve cases all in one spot. The values add up, so if you see that it's taking your team 4 hours to assign a case (blue), 2 more hours to respond to a case the first time (red) and 10 more hours to resolve a case (orange), that means a customer hears back from your team within 6 hours (2+4) on average, and their cases are resolved within 16 hours (2+4+10) on average.
As you set up internal time targets for Case Assignment, First Response and Resolution, you can use this report to track all 3 metrics in one key, visual report.