An internal argument amongst co-workers or departments may not lead to a lost sale or bad review, but it will eventually lead to a negative work environment, compromising the quality of work and productivity of the employees. Unfortunately, unhappy employees...
Category: News
How to Make the Best out of Inevitable Hold Times
The only time a customer should be put on hold is when it’s the last resort. This could be when there are more calls coming in than there are people to answer each one, or if additional help is needed...
Get More Out of Your Helpdesk with Live Chat
Between e-mail, phone, texting, social media, live chat, video conferencing and in person meetings, the methods we use to communicate with one another just keep growing. There are many benefits to the modern age of technology, including new ways to...
Emphasize Customer Satisfaction Over Average Handle Time
Efficiency is a common buzz word in business, regarded by many as the most important metric for improving business practices. Unfortunately, what efficiency means and how to best measure the efficiency of your staff aren’t always easy to calculate. In...
Brand Your Helpdesk, Improve Customer Experience
Branding might seem a concept that falls more into the realm of marketing than customer service, but smart business people know that the two are highly interrelated. The main goals of a helpdesk are to bring greater efficiency to the...
Clarifying Customer Concerns
A customer service representative must hone a great number of skills to become outstanding at customer support; the ability to communicate well with customers is easily one of the most crucial. Effective communication is especially challenging when working with a...
Tip of the Week: Sending Text Notifications of New or Newly Assigned Tickets
Did you know that it is possible to send someone a text message from an email? Basically, every cell phone number can be sent an email that will be converted to a text if you know the correct email address...
Tip of the Week: How to Multi-Select from the Automation Drop-Down Filters
This week's tip is a simple one, but can save time and frustration if you are unsure how to do this. Often, when creating an automation, there is a need to include more than one company, priority, status, or queue...
Tip of the Week – Creating SLAs to Track Customer Satisfaction
Service Level Agreements help organizations measure response time and customer satisfaction. Defining SLA targets is a simple feature to set up in Mojo Helpdesk and can help you set goals and track your support team’s success. To set up SLA’s...
5 Key Lessons for Customer Service Training
Once a company finds the perfect fit to join the customer service team, the first few days and weeks on the job are a crucial period for equipping the new hire with the knowledge needed to be an exceptional customer...