Customer satisfaction should be one of the top priorities when running a business. A year ago, in the middle of the night, I realized that I got my credit card number stolen. I was looking at my mint.com account and I realized that someone made some purchases in South Africa. The transactions added up couple thousand of dollars, and to be honest, I was concerned. That night I went to bed and decided to call first thing in the morning. I spent all night thinking: “man, I didn’t buy insurance, what is going to happen? Am I going to get charged? The next morning, I picked up the phone and called Amex. Without any waiting time, major explanation, or hassle they gave me a new card and refunded the money. Wow! That easy? Yes. This year, when I had to pay the fee to renew the card, I didn’t think twice.
As this example, there are many others. And if you think about it, a big percentage of your buying decision is based solely on customer service. Other great companies that understand this and live for customer satisfaction are Patagonia, Southwest, and Apple. With these companies, I just don’t think it twice; I give them my money over and over, knowing that I am doing a good investment.
As we grow bigger with our small business, we always have to make sure that we put our customer first. As we start getting more and more emails, effective answers and quick time-response becomes critical. The fastest you are able to reply, with a helpful answer, the more your clients will appreciate you.
One of the common errors is to have different emails or just one service email where everything funnels. It is very hard to keep track, hard to see if the emails have been responded or analyze the time-response.
Zendesk is a customer management system, which gives you the chance of collecting in one place all the questions that come from different platforms. Zendesk allows you to see clearly, all the questions from Twitter, Facebook, corporate email, office telephone, among others. When a ticket comes in, it can be assigned to the person that you think can better answer the question. You can easily keep track of the time that takes to answer, and compare it to industry benchmarks. Finally, the best thing is that everybody is aware of what is happening in your organization.
Zendesk is a great tool that can help you manage high level of emails working as a team.
Have you tried it yet?
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