The holidays can be a trying time for customer service representatives. People often feel rushed and overwhelmed in their efforts to complete their holiday shopping in time for celebrations with family and friends. The need to maintain excellent customer service...
Category: News
Tip of the Week: Closed vs Solved Tickets
Mojo Helpdesk helps you handle your customer interactions in an organized way as support agents work towards resolving customer issues. What is nice about the ticket system is it allows you to document every step of the process and ensures...
Tip of the Week: Tracking the Time Spent on Tickets
If you have the Enterprise or Enterprise Plus plan, you are able to track the amount of time spent working on tickets or any portion of a ticket. Click show timer in the messaging section of a ticket, and it...
Tip of the Week: How To Notify Staff of Private Comments
Often, it is necessary to contact another employee within the company to get help solving a customer's issue. One of Mojo Helpdesk's features is the ability to add a private message to the ticket so staff can work together on...
How to Turn a Hostile Customer into a Happy Customer
Working in customer service, unhappy customers are an unavoidable fact of life. No matter how experienced a representative is, there will be customers so unhappy that finding a way to turn around their experience will present a considerable challenge. It...
Mojo Helpdesk Customizations: Creating an Automation to Notify a Manager of Solved Tickets
Automations are a Mojo Helpdesk feature that can save time and effort by automatically executing a set of actions on a set of targeted tickets. It is possible to create automations that change a ticket’s priority, assign or re-assign tickets,...
Recovering From Customer Service Mistakes
Even the best companies stumble sometimes and offer poor customer service. It does not matter so much that a customer had one bad experience so much as it does that the company corrects its mistake before they lose the customer...
Beat Your Competitors with Awesome Customer Service
When customers come back to do more business with a company, it is often not because they got a good price or even a quality product. Most times, customers return because of the awesome customer service that they received. Many...
Avoid These Customer Service Mistakes That Send Customers Running
Customers are the lifeblood of any company, and service provided to them is what helps them thrive. Unfortunately, this is an area where many companies make common missteps that cost them future business. By avoiding these common customer service mistakes,...
What To Do When the Customer is Wrong
In the business world there are always challenges, but most pale in comparison to the challenge of dealing with people. One of the most revered times in any customer service transaction is when the customer is wrong and employees know...