Requesting Feedback from your Customers
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.
Email Template Editor added to FuseDesk for Infusionsoft
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.
FuseDesk API Released – Integrate Away!
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 Failed
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."
Customer Support Success Story: Publix Super Market
Those of us on the West Coast may not have ever ventured into a Publix Super Market. Located primarily in Florida and the South, Publix has ranked higher in customer satisfaction than all of its competitors (including such grocery giants as Whole Foods and Kroger) for over a decade.
Whether you're pedaling books, technology, clothing or food, Publix is a fantastic business role model for enhancing your company's customer support, and we here at FuseDesk are in awe of their success in this arena.
Introducing Email Rules and Infusionsoft Automation!
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?
Going Above and Beyond: Customer Service Recovery
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.
Mining for Reps
We can keep saying it till our vocal chords collapse, but it's exceedingly important that your customer support representatives are knowledgeable in the products and services with which they'll be assisting customers. But extensive training, email templates and basic phone scripts aside, there's another way to go about finding reps that will swoop in and do your business proud.
Next time there's an opening in the customer support department, leave job search sites like Monster and CareerBuilder behind. Think about it: the ideal candidate will be enthusiastic about your product or service and will have an extensive amount of knowledge gained from already being a customer--who wouldn't jump at the chance to work for a company they already frequent and love?
It's time to put your traditional hiring methods behind and search for customer support representatives within your very own pool of clients.
Two New Reports and a Visual Report Picker
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.