When a help desk starts to receive many tickets, agents can have a hard deciding which tickets should be handled first. This is where using the ticket priority attribute can help. Ticket priority is the basis of meeting a help...
Category: Customer service
What Average Handle Time (AHT) Is and How to Calculate It
If you’re unfamiliar with Average Handle Time (AHT), then you may not know that it is the average time a support agent or department spends on each customer call or ticket. Not surprisingly, AHT is considered one of the most...
How to Write the Perfect Tech Support Email or Help Desk Message
Here at Mojo Helpdesk we answer thousands of tech support emails and help desk tickets every year, and understand the importance of writing perfect emails and messages. Having clear, concise, and accurate tech support will make you more productive, and...
Useful Email Templates to Use in a Customer Service
Client communication email templates can be powerful productivity tools that help customer service teams carry out constructive conversations. Well-written customer and client communication email templates simplify outreach and enable rapid response to client requests. That translates into a great customer...
How to Make Help Desk Software More Powerful
Help desk software is essential for businesses, schools, healthcare facilities, and other organizations that need an efficient way to manage customer service. More than a simple ticketing system, the best help desk software enables users to activate advanced features that...
Help Desk Automation Ideas to Boost Productivity
Help desk automation ideas such as automated ticket processing and communication can increase customer satisfaction, decrease costs and boost agent productivity. The most efficient companies automate help desk tasks without losing the human element. This guide discusses the benefits and...
Tips for Building Strong Customer Relationships
Strong customer relationships are foundational to successful businesses. Companies that commit to customer relationship-building enjoy long-term loyalty, reduced costs, and greater profitability. This guide details the importance of excellent customer relations and lists tips for building strong customer relationships. Building...
Why Every Department Should Be Customer Oriented
The most successful companies know that a customer-oriented approach isn't limited to customer service teams, but should permeate every department. Customer-oriented companies enjoy many benefits, including increased profitability, decreased costs, and improved customer satisfaction, and they do it by putting...
How to Write an Apology Email or Customer Service Message
Sending an apology email or customer service message is a critical first step toward rectifying mistakes and restoring customer trust. In fact, researchers at the University of Nottingham found that customers are twice as likely to forgive companies that apologize...
Top Customer Service Metrics and How to Track Them
The most successful companies measure customer service metrics because they know a great customer experience directly correlates with business success. Customer-focused companies outperform their peers by 80%, and 84% of companies that work to improve the customer experience see increased revenues. Learn about the top customer service metrics and how to track them so you can reap the rewards of an exceptional customer experience.