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.

Enable feedback on a department by changing the Feedback Delay from "Never Ask for Feedback" to how long after a case is closed you'd like FuseDesk to automatically send an email.

Next, select the sample set, i.e. how likely a given case is to get a follow up requesting feedback. By default, we set this at 20% so 1 in 5 cases will be sent a feedback email, but you can dial this up or down as needed.

Lastly, click on New next to the feedback template box to create a feedback template. You're welcome to use our default feedback template, edit our template or even use our automated feedback system with your own external survey link!

Working on a case and want to not ask for feedback? No problem! Simply click on the Don't Ask button while viewing a case. Want to get feedback right now on a closed case? Click on the Ask Now button while viewing a closed case and we'll immediately request feedback.

Once a rating or feedback comes in, it'll be displayed on the case. Coming soon, we'll show you how to pull reports on feedback and soon after that, we'll show you how to get rating trends over time! Until then... log into your app, click on Preferences and then Departments to enable feedback and start finding out how you and the team are doing!

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 leverages the full power of Infusionsoft email templates meaning that you can use merge fields in your templates like FirstName, LastName, Email and other basic fields - and even custom merge fields that you've setup in your Infusionsoft app, such as a membership site password. You can also leverage automation links so you can track when a contact clicks a link and start automation when they click the link such as applying tags, starting follow up campaigns, creating opportunities and more.

To access the new Template Editor, click on Preferences on the left hand side of your FuseDesk application, and then click on Templates.

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.

All form elements and messages can be styled via CSS or your WordPress theme so they match the look and feel of your site.

You can even have multiple forms - for example one form that creates cases that get assigned right to your billing department and another form that allows cases to be assigned to an alternate department like your VIP support team.

Forms can also be customized to request or pre-fill in additional information to better help your support team handle new support cases, for example you could allow the customer to choose which department to assign their case to, ask for an order number, silently include a visitor's browser version, or allow a customer to select which product they need help with.

The FuseDesk for WordPress plugin - free for FuseDesk customers - can be easily installed in your WordPress site by clicking on Plugins on the left hand side of your WordPress admin site. Next, click on Add New and then search for FuseDesk. Click on Install next to the FuseDesk for WordPress plugin listing, click Activate and then Settings to configure your plugin.

For more information or to download the plugin, visit FuseDesk for WordPress on WordPress.com.

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.

The FuseDesk API utilizes individual-use FuseDesk API keys so you can set permissions on a key by key basis. This level of security means that you can create a key for each app that you link into FuseDesk and activate only the needed permissions. For example, one key can be used on your membership site where you just want to create new cases and nothing more, another key can be setup for your own integration that you just want to be able to view reps and departments, and another key can be used for a secondary membership site where you want to allow full access to viewing and creating cases. If needed, you can then disable individual keys without affecting any other applications using the FuseDesk API.

With your approval, third-party apps can request keys directly from your FuseDesk application pre-configured to the level of access they need.

This now means that third-party applications, like FuseMogul's newly released iPhone app for Infusionsoft, iMember360 membership site plugin for WordPress, Zapier to automate tasks between other online services, and more can integrate to FuseDesk and access a contact's case history or create new cases with ease.

To read more about the API and get started today, view the FuseDesk API docs.

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."

Insert Buzzer Sound Here

Life would be much easier if we had a rewind button for all of our mistakes, but much to our dismay, no inventor has yet been able to DVR the drama that is our lives - though that hasn't stopped FuseDesk from trying!  And contrary to popular belief, it's a little harder for most of us to actually insert our feet into our mouths than previously thought.

So in the words of Jack Black in School of Rock, you've got to "use your brain, your head, and your mind too."  Y'know, think before you speak.  Whether or not a computer is functioning properly or there's a pop-up message full of exclamation points and error messages on your screen, you've got to imagine what it's like to be on the other side of the call.  Rather than making a customer out to be an invalid by insinuating failure, apologize for the delay, ask if the customer can quickly be put on hold and rectify the situation as soon as possible.

Many customers are average people just like you who would like to move on with their days, not sit with phone to ear waiting for you to fix a problem that is not their fault.  If you run into a similar situation with a frozen computer or halted process, offer to call the customer right back once the computer is up and running again - or once you speak to your supervisor about how to proceed.  And make sure to follow through so the customer doesn't have to start from scratch by calling in again and speaking to another rep.

Plan Ahead

Like a good scout leader, a plan of action is necessary for all sorts of situations that can occur in your call center.  For instance, what should your customer support reps do if they get disconnected with a customer?  What if they have a bad phone connection with a customer using a cell phone?  What if their computer freezes in the middle of an order?

If your team doesn't have a dedicated set of plans for situations that could potentially arise in the workplace, they'll be left to their own devices.  And while some are able to calmly think on their feet, always placing the customer first, many will falter on their own without a plan.

Discuss which kind of circumstances are necessary for escalating calls, placing customers on hold and making outgoing follow-up calls.  And remind your reps that failure is not an option - at least not where talking to your customers is concerned!

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.

Keep your Customers Close and your Employees Closer

Publix Super Market was founded in 1930 by a man named George Jenkins, who established his local company to be owned by employees who shared in his profits. Over the years, Publix grew into a successful chain and began promoting from within. In fact, a 2009 Wall Street Journal article wrote that "nearly all of the chain's management team has experience in stocking shelves."

When the recession hit a few years back, many grocery stores instituted lay-offs and consumers suffered a lack of customer support as a result. But not at Publix. This chain maintained a commitment to its employees and didn't let go a single worker, which meant that customers weren't suffering from long check-out lines or absentee clerks.

Publix even used the recession to introduce new customer-centric innovations, such as meal plans to assist customers in keeping within their budgets. And through it all, they continued to win customer satisfaction awards.

Accountability

Publix isn't afraid to put their focus on the customer out there in writing. The first part of their Mission Statement touts that they are passionately focused on customer value. Furthermore, Publix offers the following satisfaction guarantee right on their website: "We will never knowingly disappoint you. If for any reason your purchase does not give you complete satisfaction, the full purchase price will be cheerfully refunded immediately upon request."

They don't claim to be perfect, but by offering a guarantee, they're showing customers that they're willing to be held accountable and will offer a refunds with smiles on their faces. A mission statement or core values that mention a focus on customer service and a satisfaction guarantee are both things to consider if you're revamping your customer support program.  You could even add them to your default support reply template in Infusionsoft!  But words are meaningless without actions and it's clear that Publix truly keeps its word, so if you make a promise to your customers, make sure that your customer support reps are following through.

Takeaways

If you want customers to love your company, love thy employees above all. Some of the best customers are employees and they're the ones who will go home at the end of the day and either gush about or badmouth their workday experience.

So maybe it's not possible for you to offer them stock options like Publix, but at the very least, bring in a box of doughnuts or a dispenser of the "good" coffee once in a while. Offer incentives no matter how small because at the end of the day, if your employees are happy, your customers are bound to be offered great customer support.

In times of economic turmoil, if you are forced to make decisions to reduce your budget, perhaps take a cue from Publix and rather than laying off customer support representatives, reduce costs elsewhere and hold team meetings to discover new ways in which you can rise above your competitors with the customers' best interest in mind. If it's worked for Publix, why can't it work for you?

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?

Perhaps you want to tag all contacts in Infusionsoft who email in with a certain keyword in an email.

Maybe you want to auto reply back to any inquiry about logging in with the username and password currently on file.

Perhaps you want to take all emails sent to your vip@ email address and have them auto-assign to a rep in the VIP department.

Maybe you want to auto-assign all inbound support emails to different reps in a certain department.

You might want to ignore all emails from a certain address so they don't go to Unassigned.

A promo you run could tell folks "email us with the subject line of MONDAY SPECIAL and we'll send back a special link to use for the sale."

And the list goes on!

You can also read more about how to use the new rules and automation system.

How do YOU plan to use the new Rules and Automation?

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.

"The Best Service Recovery Story you Will Ever Hear"

At least that's what Jon Picoult calls the story that could have been his wife's worst nightmare. While staying at a Ritz-Carlton Hotel, Picoult's wife sent an evening gown off to be pressed before a black tie affair. The dress was returned so shrunken that it would no longer fit and Mrs. Picoult was distraught.

When Jon called up the front desk, the hotel manager instantly rose to the occasion and without hesitation responded by saying, "I am going to take care of this for you." There was no denying of responsibility, no delay in snapping to action and the hotel manager took accountability for the situation. This shows great professionalism and an astounding focus on the customer.

We've all been on the other end of a phone call or email with a customer support representative who responds with reluctance, offers an "I'm not sure if we can do that," or puts you on hold to speak to a manager. But the Ritz-Carlton hotel manager's instant positive response was exactly what Jon Picoult - not to mention any customer in that situation - wanted to hear.

Stand and Deliver

Not only did the hotel manager take accountability and make a promise to correct the situation, but he delivered. To make up for the ruined dress, the Ritz-Carlton whisked Jon's wife off in a limousine and arranged for a personal shopper to help her pick out a new gown, complete with accessories and tailoring. What's more, the hotel paid for the entire day of lavish treatment.

Rather than just offering some sort of monetary credit or a free hotel stay as many customer support managers might do, the hotel manager realized that without her dress, Jon's wife would not be able to attend the black tie affair. A credit would not have been an even trade for destroying an outfit about which Jon's wife had formerly been so proud.

Oops, they did it Again

On the day of the formal event, Jon's wife discovered the security ink cartridge was still attached to her brand new evening gown. Within 20 minutes of his phone call back to the front desk, the hotel manager was standing at the Picoults' door with an employee from the store where the dress had been procured, and an ink cartridge removal device. Wham, bam, thank you ma'am - no harm done, and the Picoults made it to the black tie event in time for the hotel manager and his staff to offer Mrs. Picoult a standing ovation in admiration of how beautiful she looked upon her entrance.

In other words, this customer service team over-corrected their recovery to, in Jon's own words, "eclipse the negativity of the failure itself." This could not be better advice!

Total Eclipse of the Heart

When it comes to customer service recovery, there is no such thing as overkill. It's easy to fix a problem and take ownership. But the Ritz-Carlton seized an opportunity to go above and beyond, realizing that if they could make Mrs. Picoult feel special, they'd erase their gaff from her memory. And not only did it work, retaining the Picoults as customers, but the hotel ensured that by spending a little bit of money on one customer, their return on investment would be prosperous.

Okay, so the Ritz-Carlton budget may far exceed your own company's, but there's many ways to make a customer feel special. If a shipment didn't arrive in time for a special occasion, consider sending a small token in honor of the birthday or anniversary that was missed in addition to the discount or credit you'd already offer. Check in with customers via phone or email after providing service recovery. And teach your CSRs the art of providing support without hesitation. After all, you want your company's story shared like Jon Picoult's, rather than having customers spread the word that "sure, I eventually got what I wanted/needed, but it took several phone calls over the course of two weeks..."

Watch Jon Picoult share his incredible customer service story here.

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.

Needle in the Haystack

Let's face it, trying to find long-term customer support reps can be like trying to find a needle in a haystack.  Many may apply, but it takes a special kind of person to respond to customer concerns and feedback with flair.  That's why a man named Morgan Lynch founded Needle.com, a company that handles live chat customer service for a number of businesses by hiring reps who are already fans.

A recent article on USAToday.com revealed that Lynch found potential customer service reps, or "Needlers," by sending individuals notes on company fan pages on Facebook as well as Twitter.  This way, he's discovered the true experts on companies and products that can provide the highest quality customer support out there.

A Unique Model for Hiring

So why not take Lynch's lead?  Instead of supplying random recruiting companies with generic postings or surfing Craigslist for potential employees, consider going to places where your customers hang out.  Post available job listings right on your customer support webpage.  You can even draw in employees by adding a link to a default support reply template in Infusionsoft when positions are available.  Or mention where interested customers could apply within your on-hold messaging.

Think about it:  the last people your customers want to be talking to about troubleshooting are those who have never even used your products.  Someone reading blindly off of a script can't help your customers the same way that a seasoned user can.  And if personalized customer support is what you're going for, then this may be the way for you to go the next time you need a new rep!

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.

The second new report added is First Response Time by Hour of the Day, which shows visually over time and by hour block of the day, how long it's taking for customers to first hear back (color of the circle) and how many cases are created (size of the circle.)

Just looking at the sizes of the circles, you'll see the times of day where the bulk of your cases come in, as well as how quickly your team can respond to the new case volume. Seeing more "off hours" support requests with a less than ideal first response time? Perhaps it's time to have a support rep start earlier or stay later and cover more hours in the day!

Lastly, when you go to check out these new reports, you'll notice small thumbnails of each chart on the report selector to help you more easily select the report you're looking for without remembering the name each time. Simply click the graphic of the chart you'd like to select and load your latest metrics.

So, what are some ways that you and your team can reduce case assignment time, first response time and case resolution time? That's our topic for an upcoming post, so stay tuned. In the mean time, enjoy these reporting updates!