Wednesday, December 31, 2014
Tuesday, December 30, 2014
Have You Chosen Your Customer Service Software?
There is no question that there are many choices of customer service software for you to choose from. But, like all categories of products they all aren’t created equally. One thing is for sure they have many different price points.
Another area that you have to consider is how much it costs to implement the solution. There are two other related factors. How long it takes to implement the different products and how long it takes to train your staff (or new staff) to be able to successfully use the product.
There is a solution that is both robust and easy to implement and use. SMART Service Desk is that solution. It is scalable in cost so that no company is too small to benefit from our solutions.
Increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. Our SMART Service Desk solutions can be adapted very quickly, easily and economically to meet your exact business needs. Achieve faster implementation, successful change management, and lower total cost of ownership with our 100% configurable, intuitive and affordable solutions.
Here is what one of our customers said about SMART Service Desk; "We needed a tool with automated workflow and easy to use interface. SMART Service Desk’s built-in workflow has made big improvements in our Service Operations - especially having online approval."
Your company can benefit from improved customer satisfaction and life time value from initial contact to post-sales support. SMART Service Desk provides a detailed 360 degree view of your customer interactions. You can improve customer service and delivery operations, maximize revenue opportunities and delight your customers with our affordable and mobile solution.
SMART Customer relationship management (CRM) software, offered both on-premise and cloud-based CRM, help businesses reduce costs and increase profitability by organizing and automating business processes to ensure customer satisfaction and loyalty in the sales, marketing, and customer service fields.
Through SMART CRM solutions we deliver outstanding ROI through automation in customer service, and sales force automation. We also offer mobile apps that allow you to manage your customer relationships on your mobile devices, and software integration adaptors that integrate data and reporting from social media directly into your CRM application.
With our solutions your business can foster employee engagement, retention and productivity. Your satisfied employees can help create more satisfied customers and Improve processes, products, and services, and ultimately your organizational profitability.
What is your company doing to both serve you customer and improve your understanding of those valuable customers? A quick call to SMART Service Desk can get your new year off to a profitable start. A quick call to 602-235-0975 will get you started.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Another area that you have to consider is how much it costs to implement the solution. There are two other related factors. How long it takes to implement the different products and how long it takes to train your staff (or new staff) to be able to successfully use the product.
There is a solution that is both robust and easy to implement and use. SMART Service Desk is that solution. It is scalable in cost so that no company is too small to benefit from our solutions.
Increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. Our SMART Service Desk solutions can be adapted very quickly, easily and economically to meet your exact business needs. Achieve faster implementation, successful change management, and lower total cost of ownership with our 100% configurable, intuitive and affordable solutions.
Here is what one of our customers said about SMART Service Desk; "We needed a tool with automated workflow and easy to use interface. SMART Service Desk’s built-in workflow has made big improvements in our Service Operations - especially having online approval."
Your company can benefit from improved customer satisfaction and life time value from initial contact to post-sales support. SMART Service Desk provides a detailed 360 degree view of your customer interactions. You can improve customer service and delivery operations, maximize revenue opportunities and delight your customers with our affordable and mobile solution.
SMART Customer relationship management (CRM) software, offered both on-premise and cloud-based CRM, help businesses reduce costs and increase profitability by organizing and automating business processes to ensure customer satisfaction and loyalty in the sales, marketing, and customer service fields.
Through SMART CRM solutions we deliver outstanding ROI through automation in customer service, and sales force automation. We also offer mobile apps that allow you to manage your customer relationships on your mobile devices, and software integration adaptors that integrate data and reporting from social media directly into your CRM application.
With our solutions your business can foster employee engagement, retention and productivity. Your satisfied employees can help create more satisfied customers and Improve processes, products, and services, and ultimately your organizational profitability.
What is your company doing to both serve you customer and improve your understanding of those valuable customers? A quick call to SMART Service Desk can get your new year off to a profitable start. A quick call to 602-235-0975 will get you started.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Monday, December 29, 2014
SMART Service Desk Asks Are Your Ready For 2015
Is your first response Ready How? How about customer retention? Sales bring profits. Happy customers return and spend money. Can business success be that simple? Yes, it can!
Customers return to a business repeatedly for an array of reasons -- some of which may surprise you.
Best Option For Them
Customers may give repeat business because it is the easiest option for them. This is especially likely to be the case if the business is a vendor of a product or service that customers need at regular intervals -- such as office plant care, printer ink or computer maintenance -- or if the customer is enrolled in an auto-pay or auto-renew plan. Even if the customer is dissatisfied with a business, he may continue purchasing from it simply to avoid the hassle of finding a new, more satisfactory provider.
Loyalty Because of Past Experience
A sense of loyalty may inspire customers to return to a business again and again. Customers may be loyal to the business for idealistic reasons -- such as wanting to support a hometown business or a "green" and ethically minded business -- or for personal reasons, such as liking the business owners. If you can find out what makes some customers loyal to your business, especially if it is an idealism-related reason, you may be able to incorporate that reason into your marketing materials to inspire similar loyalty in others.
Product Satisfaction
One reason most companies hope customers give repeat business is satisfaction with the product. Reasons customers may be satisfied with a product include the overall quality, superior design and specialty characteristics like being gluten-free or having a low carbon footprint. Capitalize on loyal customers by instituting reward programs that give bonuses for referrals or award free products after a certain number of purchases.
Customer Service Satisfaction
Satisfaction with the customer service a company offers may keep some customers coming back even if the price and quality of the products are not the best possible for that industry. Companies can gauge customers' level of satisfaction with their service through surveys and institute corrective measures if necessary.
What is your company doing to both serve you customer and improve your understanding of those valuable customers? A quick call to SMART Service Desk can get your new year off to a profitable start. A quick call to 602-235-0975 will get you started.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Customers return to a business repeatedly for an array of reasons -- some of which may surprise you.
Customers may give repeat business because it is the easiest option for them. This is especially likely to be the case if the business is a vendor of a product or service that customers need at regular intervals -- such as office plant care, printer ink or computer maintenance -- or if the customer is enrolled in an auto-pay or auto-renew plan. Even if the customer is dissatisfied with a business, he may continue purchasing from it simply to avoid the hassle of finding a new, more satisfactory provider.
Loyalty Because of Past Experience
A sense of loyalty may inspire customers to return to a business again and again. Customers may be loyal to the business for idealistic reasons -- such as wanting to support a hometown business or a "green" and ethically minded business -- or for personal reasons, such as liking the business owners. If you can find out what makes some customers loyal to your business, especially if it is an idealism-related reason, you may be able to incorporate that reason into your marketing materials to inspire similar loyalty in others.
Product Satisfaction
One reason most companies hope customers give repeat business is satisfaction with the product. Reasons customers may be satisfied with a product include the overall quality, superior design and specialty characteristics like being gluten-free or having a low carbon footprint. Capitalize on loyal customers by instituting reward programs that give bonuses for referrals or award free products after a certain number of purchases.
Customer Service Satisfaction
Satisfaction with the customer service a company offers may keep some customers coming back even if the price and quality of the products are not the best possible for that industry. Companies can gauge customers' level of satisfaction with their service through surveys and institute corrective measures if necessary.
What is your company doing to both serve you customer and improve your understanding of those valuable customers? A quick call to SMART Service Desk can get your new year off to a profitable start. A quick call to 602-235-0975 will get you started.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Friday, December 26, 2014
Watch The Demo Of SMART Service Desk
Did you know that you can see a short demo of SMART Service Desk so you can further evaluate our product and see what kind of a fit we can be to your business? All you need to do is request a demo. The correct URL is http://youtu.be/cLMpTVIyVsM
Enable comprehensive, best practice based Incident / Case management processes via intuitive, easily adopted, enterprise scale web technology. Integrates core service and support components into one complete Help Desk solution which help you to reduce service costs and increase service delivery operational efficiency. Manage service issues from the initial call; too complete job and service restoration. With SMART Service Desk you can reduce call volumes and encourage user self-service by letting users search FAQs, approved solutions, and workarounds. You can use Increase customer / user satisfaction ratings using surveys.
Many business find that Customer Surveys are effective tools to help understand your customer satisfaction issues as well as to see how well you are meeting your customer needs.
Our SMART Survey Management solution is complete functionally rich software, which can be can used to do just that.
Surveys for Service Support Delivery: Get Support Feedback, after completion of Incident or service Request Tickets. You can integrate employee or customer feedback with your existing business processes.
Surveys for Customer Feedback: Measure and evaluate customer satisfaction, every time a customer interacts with your company. You can take actions and solve customer issues based on real-time feedback.
Surveys for Employee Feedbacks: Get periodic employee surveys, since satisfied and motivated employees create more satisfied customers.
Surveys for Training Feedback: Get end of course, student satisfaction feedback. This may help show weakness that can occur in your educational or instructor areas.
SMART Survey Management Solution, can be integrated with your existing Human Recourse, ERP Systems and your websites.
In order to help you and your business we need to open a dialog so we can best understand how SMART Service Desk can be your businesses’ solution. We look forward to meeting your business needs and providing cost effective solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Many business find that Customer Surveys are effective tools to help understand your customer satisfaction issues as well as to see how well you are meeting your customer needs.
Our SMART Survey Management solution is complete functionally rich software, which can be can used to do just that.
Surveys for Service Support Delivery: Get Support Feedback, after completion of Incident or service Request Tickets. You can integrate employee or customer feedback with your existing business processes.
Surveys for Customer Feedback: Measure and evaluate customer satisfaction, every time a customer interacts with your company. You can take actions and solve customer issues based on real-time feedback.
Surveys for Employee Feedbacks: Get periodic employee surveys, since satisfied and motivated employees create more satisfied customers.
Surveys for Training Feedback: Get end of course, student satisfaction feedback. This may help show weakness that can occur in your educational or instructor areas.
SMART Survey Management Solution, can be integrated with your existing Human Recourse, ERP Systems and your websites.
In order to help you and your business we need to open a dialog so we can best understand how SMART Service Desk can be your businesses’ solution. We look forward to meeting your business needs and providing cost effective solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Wednesday, December 24, 2014
Merry Christmas
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Tuesday, December 23, 2014
Ready For Black Friday After Christmas?
As those gifts that don’t fit, aren’t wanted or were defective right out of the box or were misused come back to your store are you ready? Some gifts that come back weren’t even purchased at your store. How are you going to turn returns into gold? How are you going to track that customer interaction?
While the big book technique may work for Santa they sure don’t do the job for the social media style life of today. If you have multiple locations computer management and interaction are a must.
Using SMART Service Desk allows you to increase productivity, reduce operations cost and most important improve your customer’s experience with our ITIL compliant solutions. Our SMART Service Desk solutions can be adapted very quickly, easily and economically to meet your exact business needs. Achieve faster implementation, successful change management, and lower total cost of ownership with our 100% configurable intuitive and affordable customer service solutions.
Blaming poor customer service on cost is no longer a valid excuse. With the amount of affordable and amazingly sophisticated marketing software that’s currently available, more companies should be thinking about how they can interact and respond to customers one-on-one in real time, creating much better experiences along the way.
SMART Service Desk is not only affordable and scalable it can be quickly implemented and can be cloud or computer based. Every touchpoint is an opportunity to learn more about your customers. Whether someone placed an order, logged into your site but hasn’t been back for a few weeks, called with a question, or Tweeted or Facebooked a complaint, technology needs to be an enabler, a solution, not a road block, a way to help your businesses cut through all of the noise so they can save time and focus on true, personalized one-on-one interactions.
SMART Service Desk is a IT Service Management Suite that is a flexible and robust solution that can be deployed via Purchased On-Premise, Subscription On-Premise and Cloud Subscription, with the portability to switch. It is simple, yet comprehensive; highly configurable ITSM Suite developed in alignment with the ITIL best practice framework to manage the entire service life-cycle across.
We offer integrated and modular solutions that are designed to support multiple locations and languages. Start the new year of right with a call to SMART Service Desk.
At SMART Service Desk we are here to bring you solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Monday, December 22, 2014
What Is Your Biggest Business Challenge
Today, businesses are challenged with inconsistent IT service execution affecting customer experience and cost control due to process inefficiencies. Technology organizations within the business are struggling with a greater demand for flexibility as well as IT environment complexity that is at odds with increasing transparency and compliance.
The SMART Service Desk Solutions
With the use of SMART Service Desk business process automation tools, our customers increase productivity, reduce operations cost and improve customer experience. SMART Service Desk solutions can be adapted very quickly, easily and economically to suit the customer's systems and business process.
SMART Service Desk is an effective solution for automating ITIL® processes, such as incident, problem, change, asset, service level, configuration, and service catalog / request fulfillment. From simple help desk to service and business line operations — from basic tasking to out-of-the-box ITIL processes — SMART Service Desk has the breadth and depth of choices to affordably meet your needs today and in the future.
Available both as an on-demand (SaaS) and on-premise solution, the SMART Service Desk IT Service Management Suite is a perfect fit for organizations wanting to mature their capabilities. Incorporate ITIL best practices into network, database, application, availability, and performance monitoring, as well as configuration management and workload process automation such as:
Automated ticketing based on monitored events that are prioritized based on impact to the business.
Service catalog that includes provides visibility to cost of service with chargeback and/or show-back capabilities.
Fully-controlled cloud lifecycle management.
Foundation For A Flexible, Scalable, And Controlled Cloud
Our cloud-based SaaS solutions enable IT organizations to build and run a flexible, controlled cloud that meets business needs and sets the foundation for intelligent, policy -based ongoing operations. With these solutions, SMART Service Desk combines the benefits of IT management — operational excellence, automation, and service delivery models — with the dynamic power and scalability of cloud architectures. Based on the same common, shared platform, our integrated modules can leverage your investment in SMART Service Desk to ensure that you manage your cloud using the same ITIL best practice processes you have established for other business services and infrastructure.
At SMART Service Desk we are here to bring you solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
The SMART Service Desk Solutions
SMART Service Desk is an effective solution for automating ITIL® processes, such as incident, problem, change, asset, service level, configuration, and service catalog / request fulfillment. From simple help desk to service and business line operations — from basic tasking to out-of-the-box ITIL processes — SMART Service Desk has the breadth and depth of choices to affordably meet your needs today and in the future.
Available both as an on-demand (SaaS) and on-premise solution, the SMART Service Desk IT Service Management Suite is a perfect fit for organizations wanting to mature their capabilities. Incorporate ITIL best practices into network, database, application, availability, and performance monitoring, as well as configuration management and workload process automation such as:
Automated ticketing based on monitored events that are prioritized based on impact to the business.
Service catalog that includes provides visibility to cost of service with chargeback and/or show-back capabilities.
Fully-controlled cloud lifecycle management.
Foundation For A Flexible, Scalable, And Controlled Cloud
Our cloud-based SaaS solutions enable IT organizations to build and run a flexible, controlled cloud that meets business needs and sets the foundation for intelligent, policy -based ongoing operations. With these solutions, SMART Service Desk combines the benefits of IT management — operational excellence, automation, and service delivery models — with the dynamic power and scalability of cloud architectures. Based on the same common, shared platform, our integrated modules can leverage your investment in SMART Service Desk to ensure that you manage your cloud using the same ITIL best practice processes you have established for other business services and infrastructure.
At SMART Service Desk we are here to bring you solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Friday, December 19, 2014
When Will You Add SMART Service Desk
As you know, your customer expectations for service are rising every day. Being able to meet these new needs often means providing a type of personalized service that goes above and beyond what your competitors can deliver.
Give your customers the answers and solutions they need, whenever and where-ever they need them. Today’s customers expect to have access to customer service and on their terms. And that means providing them with options to access and support 24 / 7.
Your customers expect a deeper, more satisfactory experience with your company. Our customer care solutions improve their experience at every touch-point, from simple billing questions to Tier III technical support, and from outbound problem resolution to relevant, personalized sales offers.
We take a people-centric view of the customer experience. Our robust mobility and social business solutions empower your employees to collaborate, communicate, and carry out their customer service tasks with the best information and tools available.
Our managed services are dedicated to optimizing the customer experience, regardless of the device your customer chooses to use to connect to you with. And then, as headlines regularly remind us, all of these conversations and transactions must be conducted in a secure and safe manner.
Customer care has moved from the back office to the front lines with the explosion of mobility, social, and cloud. IT organizations find themselves in the center of the customer experience supporting critical touch-points including online and mobile applications.
Many companies are struggling to support these services and find themselves in a constantly reactive state. The result is that business performance and customer experience suffers. SMART Service Desk Management offers an IT organization the core capabilities to provide a true consumer experience for IT services; from a service strategy, to a strong service portfolio and a great user experience.
Our mission is to improve the way organizations get and keep loyal customers. Our solutions have proven to dramatically impact service performance and consistently exceed customer expectations.
Exceptional customer service requires more than knowing what to do. It also involves attitudes, motives and values. Participants in customer service identify dimensions that influence delivery of exceptional customer service in the future. When these dimensions are in alignment, improved job satisfaction, increased teamwork and customer loyalty result.
Finally, SMART Service Desk is where your customers are. Our multichannel, global environments provide service in your customers’ preferred language and channel, including: phone, social media, chat, email, and Web self-service.
At SMART Service Desk we are here to bring you solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Give your customers the answers and solutions they need, whenever and where-ever they need them. Today’s customers expect to have access to customer service and on their terms. And that means providing them with options to access and support 24 / 7.
Your customers expect a deeper, more satisfactory experience with your company. Our customer care solutions improve their experience at every touch-point, from simple billing questions to Tier III technical support, and from outbound problem resolution to relevant, personalized sales offers.
We take a people-centric view of the customer experience. Our robust mobility and social business solutions empower your employees to collaborate, communicate, and carry out their customer service tasks with the best information and tools available.
Our managed services are dedicated to optimizing the customer experience, regardless of the device your customer chooses to use to connect to you with. And then, as headlines regularly remind us, all of these conversations and transactions must be conducted in a secure and safe manner.
Customer care has moved from the back office to the front lines with the explosion of mobility, social, and cloud. IT organizations find themselves in the center of the customer experience supporting critical touch-points including online and mobile applications.
Many companies are struggling to support these services and find themselves in a constantly reactive state. The result is that business performance and customer experience suffers. SMART Service Desk Management offers an IT organization the core capabilities to provide a true consumer experience for IT services; from a service strategy, to a strong service portfolio and a great user experience.
Our mission is to improve the way organizations get and keep loyal customers. Our solutions have proven to dramatically impact service performance and consistently exceed customer expectations.
Exceptional customer service requires more than knowing what to do. It also involves attitudes, motives and values. Participants in customer service identify dimensions that influence delivery of exceptional customer service in the future. When these dimensions are in alignment, improved job satisfaction, increased teamwork and customer loyalty result.
Finally, SMART Service Desk is where your customers are. Our multichannel, global environments provide service in your customers’ preferred language and channel, including: phone, social media, chat, email, and Web self-service.
At SMART Service Desk we are here to bring you solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Thursday, December 18, 2014
A Week From Christmas And All Through Your Business
Clement Moore wrote the poem Twas The Night Before Christmas also called “A Visit from St. Nicholas" in 1822. It is now the tradition in many American families to read the poem every Christmas Eve.
Most retailers consider the Christmas selling season to be a “make it or break it” sales period. So here we are a week before Christmas and do you have the traffic you want? Or is it “Not a creature was stirring, not even a mouse.”
It doesn’t matter if you a “brick and mortar”, an “online retailer” or a “combination” of both traffic is the key to a quality business. No we aren’t here to pitch a traffic scheme.
Do you have a solution in place that enhances customer retention is a better way to improve your business.
Customer retention is a necessary business activity that all selling organization need to undertake in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship.
Customer retention is on the minds of small and medium-sized businesses across the world. With rising customer acquisition costs, businesses need to innovate and assume a proactive role in retaining clients.
Studies from the U.S. Small Business Administration and U.S. Chamber of Commerce have found that acquiring new customers can cost as much as five to seven times more than simply retaining existing customers. The fact that customer profitability tends to increase over the life of a retained customer is added incentive for businesses to allocate more resources to sharpening their customer retention strategies.
What is your companies’ retention rate?
Follow-up on all your customer emails, phone calls, web-form requests effectively with SMART Service Desk. It makes your life easier and helps you to manage your helpdesk tickets by automating the processes like request routing, business rule application, ITIL management and escalation management. It is easy to install, implement and gives you a good user experience.
SMART Service Desk helps you implement without any expensive consultation. You can now focus on winning user's satisfaction without having to struggle with technology or excessive employee training.
Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk Software is those solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Most retailers consider the Christmas selling season to be a “make it or break it” sales period. So here we are a week before Christmas and do you have the traffic you want? Or is it “Not a creature was stirring, not even a mouse.”
It doesn’t matter if you a “brick and mortar”, an “online retailer” or a “combination” of both traffic is the key to a quality business. No we aren’t here to pitch a traffic scheme.
Customer retention is a necessary business activity that all selling organization need to undertake in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship.
Customer retention is on the minds of small and medium-sized businesses across the world. With rising customer acquisition costs, businesses need to innovate and assume a proactive role in retaining clients.
Studies from the U.S. Small Business Administration and U.S. Chamber of Commerce have found that acquiring new customers can cost as much as five to seven times more than simply retaining existing customers. The fact that customer profitability tends to increase over the life of a retained customer is added incentive for businesses to allocate more resources to sharpening their customer retention strategies.
What is your companies’ retention rate?
Follow-up on all your customer emails, phone calls, web-form requests effectively with SMART Service Desk. It makes your life easier and helps you to manage your helpdesk tickets by automating the processes like request routing, business rule application, ITIL management and escalation management. It is easy to install, implement and gives you a good user experience.
SMART Service Desk helps you implement without any expensive consultation. You can now focus on winning user's satisfaction without having to struggle with technology or excessive employee training.
Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk Software is those solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Wednesday, December 17, 2014
Dealing With Negative Social Media Buzz
You can’t react if you don’t know. While it’s altogether possible that you’ll get negative comments on your own site or one that you manage (eg your Facebook page), this is not always the case. People can blast you on Twitter, a third party forum, their own blogs or a hundred other places online.
To do something about it, you have to be vigilant for all mentions of your company, people, products and brands. You can begin to do this with a service such as Google Alerts.
Be quick to acknowledge the issue. The reason many people post negative comments online is because they don’t think they’re being listened to (in store, on the phone or by email). So they lash out. Some do this just to warn their friends off using what they believe to be a bad product. Others – the more social media savvy ones – will do it to hurt you and force you to pay attention.
Speed is of the essence. Acknowledge the customer’s issue as quickly as possible before it snowballs and picks up other customers and prospects on the way.
View it from the customer’s point of view. For the most part, customers don’t know or care about the issues that have caused them problems. It’s irrelevant to them that your supplier let you down or a delivery was sent to the wrong office. All they know is the inconvenience it’s caused them and, potentially, their customers.
Too many companies begin the process of engaging with an irate customer by listing all the excuses for why it happened. These may be entirely true and legitimate. But the customer won’t care. All it looks like to them is that the company is trying to shift the blame away from itself. In social media, this can be a red rag to a bull.
Social forums may not be the best place to actually resolve complex issues. And being in a public forum may make it hard for an angry customer to soften their stance. Offer to continue the conversation in an appropriate forum – whether that’s phone, email or an existing support forum online. This shouldn’t be an attempt to silence the critic, simply to help them where it makes sense (so you’re not trying to give complex tech support in a tweet).
When you mess up, fess up. For some companies on social media, “sorry” is indeed the hardest word. Often it’s because they don’t want to take the blame. Or they don’t agree with the customer’s point of view. But, if we look at it from the customer’s viewpoint (see above) then it is hard to argue with their experience.
Of course, if it is clear that your product failed, then a sincere apology followed by a quick replacement (or refund) should nip the issue in the bud. If it was a service failure, then an apology to the effect of “We’re sorry that you did not get the service you expect from us on this occasion” is a good start. Following this up with something tangible (eg a money-off voucher for their next purchase) will also help.
Consider the best way to avoid these situations is to use a management system that keeps it from happening. Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk Software is those solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Tuesday, December 16, 2014
5 Reasons Why Managed Service Providers Need ITIL
According to an August 2013 Markets and Markets report, using MSPs can reduce the recurring in-house IT costs by 30-40% and increase efficiency 50-60%. MSPs enable organizations to bring in capabilities that they lack so they can focus on their core competencies. There is a clear value proposition for businesses to use MSPs.
An IT MSP can provide technology support for production, HR and Staffing, marketing and sales, and maintenance. While MSP often provide offer vendor specific services, there is an increasing demand for expertise in vendor-neutral services.
By improving the client’s processes around IT, MSPs can:
Provide comprehensive services for the business, user, and customer
Improve execution and delivery
Provide meaningful performance indicators
Justify the cost of service quality
Decrease mistakes and rework
Better manage resources
Eliminate redundant work
Apply lessons learned from previous experiences
1. Show value as a strategic business partner
While clients expect MSPs to meet agreed to service levels, MSPs who adopt ITIL have the foundation to exceed expectations. For example, a service request for a new laptop may have an agreed to SLA of five business days. A MSP following ITIL request management best practices would deliver the laptop within five days and would have also captured the laptop configuration and warranty as an asset, and then send a survey to the laptop user for feedback on satisfaction with the request process, delivery and laptop. Being able to consistently deliver services efficiently with high customer satisfaction allows clients to be more productive and highly productive workforce is a strategic advantage.
2. Create and manage a better customer experience
Good MSPs strive to provide great customer service using ITIL. Designing IT processes with the customer (end user) experience in mind is an integral part of the implementation. ITIL not only minimizes inefficiencies due to recreating the wheel but also ensures that the processes will be used versus circumvented.
3. Run more efficiently and effectively
Like all other quality management standards, one of the core elements of ITIL is continual improvement. Customer feedback, corrective/preventative action, and quality audits provide rich data on how to improve. Continual improvement will lean out inefficient processes. IT service management tools help to enable consistent process, execution, data quality and continuous improvement.
4. Clients won’t outgrow you
Many businesses realize that IT is not a core competency that their organization should focus on. That is primary factor in their decisions to outsource their IT to a MSP. However if the MSP has not effectively invested in providing a comprehensive catalog of ITIL services, then they run a significant risk of not having needed capabilities for their clients as they grow . Adopting ITIL equips a MSP to be a long term partner because their support can scale to the client’s needs.
5. Market to larger companies
Larger companies have higher expectations of the MSPs. They select MSPs that can make them better, faster, and cheaper. That means the MSP must have systems and processes in place that can meet demanding customer needs. The ITIL provides the framework for establishing the right systems, processes and best practices.
Effectively implementing ITIL can be a game changer for MSPs. ITIL processes are critical which will help improve productivity without increasing the resources. When combined with other IT frameworks such as COBIT for governance, a MSP can become a valued long term strategic partner for clients.
Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk Software is those solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
An IT MSP can provide technology support for production, HR and Staffing, marketing and sales, and maintenance. While MSP often provide offer vendor specific services, there is an increasing demand for expertise in vendor-neutral services.
By improving the client’s processes around IT, MSPs can:
Provide comprehensive services for the business, user, and customer
Improve execution and delivery
Provide meaningful performance indicators
Justify the cost of service quality
Decrease mistakes and rework
Better manage resources
Eliminate redundant work
Apply lessons learned from previous experiences
1. Show value as a strategic business partner
While clients expect MSPs to meet agreed to service levels, MSPs who adopt ITIL have the foundation to exceed expectations. For example, a service request for a new laptop may have an agreed to SLA of five business days. A MSP following ITIL request management best practices would deliver the laptop within five days and would have also captured the laptop configuration and warranty as an asset, and then send a survey to the laptop user for feedback on satisfaction with the request process, delivery and laptop. Being able to consistently deliver services efficiently with high customer satisfaction allows clients to be more productive and highly productive workforce is a strategic advantage.
2. Create and manage a better customer experience
Good MSPs strive to provide great customer service using ITIL. Designing IT processes with the customer (end user) experience in mind is an integral part of the implementation. ITIL not only minimizes inefficiencies due to recreating the wheel but also ensures that the processes will be used versus circumvented.
3. Run more efficiently and effectively
Like all other quality management standards, one of the core elements of ITIL is continual improvement. Customer feedback, corrective/preventative action, and quality audits provide rich data on how to improve. Continual improvement will lean out inefficient processes. IT service management tools help to enable consistent process, execution, data quality and continuous improvement.
4. Clients won’t outgrow you
Many businesses realize that IT is not a core competency that their organization should focus on. That is primary factor in their decisions to outsource their IT to a MSP. However if the MSP has not effectively invested in providing a comprehensive catalog of ITIL services, then they run a significant risk of not having needed capabilities for their clients as they grow . Adopting ITIL equips a MSP to be a long term partner because their support can scale to the client’s needs.
5. Market to larger companies
Larger companies have higher expectations of the MSPs. They select MSPs that can make them better, faster, and cheaper. That means the MSP must have systems and processes in place that can meet demanding customer needs. The ITIL provides the framework for establishing the right systems, processes and best practices.
Effectively implementing ITIL can be a game changer for MSPs. ITIL processes are critical which will help improve productivity without increasing the resources. When combined with other IT frameworks such as COBIT for governance, a MSP can become a valued long term strategic partner for clients.
Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk Software is those solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Monday, December 15, 2014
SMART Service Desk and the Twelve Days of Christmas
Rather than wondering how much stock you have on hand to make sure you can fill all the orders, how ready are you to deal with disappointed customers. In today’s market place cusdtomers expect their shopping experience to go well, really well. If it doesn’t they take to social media to blame the sore, the brand and anyone else they feel has wronged them.
In almost every instance this has been a lack of or incorrect communications. What part of your business model is customer centric enough to guide your customer into a useful dialog? A problem that you keep in house is much better than one that is running rampant on Social Media.
Our SMART Service Desk solutions can be adapted very quickly, easily and economically to meet your exact business needs. Achieve faster implementation, successful change management, and lower total cost of ownership with our 100% configurable, intuitive and affordable solutions.
SMART Service Desk is known for affordable customer service solution for all sized business. Our solutions are scalable, affordable and implement quickly.
Your Business Challenge
The challenge of effective IT Service management is to analyze to causes of incidents and permanently remove them by providing solution for recurring incidents. Lack of effective problem management techniques will cause high costs and low motivation for both users & Support staff, since similar incidents have to be resolved repeatedly without anyone able to provide permanent solution.
How SMART Problem Management can help you?
SMART Service Desk Problem Management extends Incident Management by providing workarounds and temporary fixes, until it has found the root cause of Incidents. Problem Management depends on reviewing all the accurate information of Incidents to enable reactive and pro-active analysis of the underlying root cause. SMART Problem Management allows IT Staff to become pro-active & helps them to get solely out of the fire-fighting mode, by identifying Problems & Known Errors before the Incidents occur.
Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk Software is those solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Friday, December 12, 2014
SMART Service Desk Asks… If Not Now, When?
Question Number One:
When is the right time? That pretty depends on what we are talking about. Could it be… When is it the right time to retire? When is it the right time to buy a new house? When is it the right time to ask for a raise?
When is it the right time for your business to do something about your customer service headache? Now there is a question that just might be keeping you up at night. Or do you just lay there watching your customers jump over the fence rather than sheep?
And, may I ask, just where are those customers jumping to? Or maybe, what are they jumping away from?
Do you want to wait until all of your competitors have already improved their customer service? That sounds like more than a little bit too late! In fact that sounds like a move that may end any chance of being competitive.
Finding a new customer is one thing. Have that customer return for another purchase is another matter altogether. Keeping that same customer long-term is the pot of gold at the end of the rainbow.
Have you heard the expression, “You don’t know what you don’t know?” Unless you have a customer service management system in place that is exactly where you are… You don’t know what you don’t know and you don’t know it about the most important part of your business, your customers.
There is no need to lose sleep even one more night. Your customer service business solution is as near as your phone, SMART Service Desk at 602-235-0975. Are you picking up your phone yet? Why not?
Our system is easy to implement, easy to use, expandable and the best news yet, is that it is affordable. Now are picking up your phone?
No business is too small!
SMART Service Desk allows you to deliver a better, more efficient and personalized customer experience.
Does there need to be a question number two?
Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk Software is those solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
When is the right time? That pretty depends on what we are talking about. Could it be… When is it the right time to retire? When is it the right time to buy a new house? When is it the right time to ask for a raise?
And, may I ask, just where are those customers jumping to? Or maybe, what are they jumping away from?
Do you want to wait until all of your competitors have already improved their customer service? That sounds like more than a little bit too late! In fact that sounds like a move that may end any chance of being competitive.
Finding a new customer is one thing. Have that customer return for another purchase is another matter altogether. Keeping that same customer long-term is the pot of gold at the end of the rainbow.
Have you heard the expression, “You don’t know what you don’t know?” Unless you have a customer service management system in place that is exactly where you are… You don’t know what you don’t know and you don’t know it about the most important part of your business, your customers.
There is no need to lose sleep even one more night. Your customer service business solution is as near as your phone, SMART Service Desk at 602-235-0975. Are you picking up your phone yet? Why not?
Our system is easy to implement, easy to use, expandable and the best news yet, is that it is affordable. Now are picking up your phone?
No business is too small!
SMART Service Desk allows you to deliver a better, more efficient and personalized customer experience.
Does there need to be a question number two?
Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk Software is those solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Thursday, December 11, 2014
SMART Service Desk Knows The Secret To Keeping Customers
You have heard the old adage about the secret to a successful business is location, location, location. Now you need to learn a new adage… the secret to keeping your customers coming back is communication, communication, communication.
More important is that SMART Service Desk Knows the true secret is Effective Customer Communication. This communication needs to cover pre-sale reaction and post-sale follow-up. That follow-up may be a simple heart-felt thank you or a more complex post-sale correction. Did the purchase actually meet the customer need and solution? Did the customer have a usage challenge? Was the product truly defective?
In a brick and mortar retail space, an employee can approach a customer and offer help based on what the customer is looking at and shopping for.
Online, a chat program allows you to see what a visitor is viewing and create an invitation to chat based on that information. Beyond personalized help, this data can help you create and manage new advertising campaigns. In the information age, knowledge is the real competitive advantage, and the data from online chat software will give you the information you need to convert page views to sales.
Once the sale is made the next step is for your customer service software needs to both follow-up and respond to your customer interaction.
How does your business currently deal with and track your post-sale customer interactions? You is the question at a more basic level… do you deal with and track your post-sale customer interactions?
Can you afford to have your customer base looking for a business that nows the secret of customer satisfaction?
Remember, any company can make the claim to their customer, “we promise to provide you with world class customer service.” The challenge - and the opportunity - is to deliver on this promise repeatedly and consistently over time. The reward for this level of commitment is a deep connection, which can lead to business success during this holiday season, and well beyond!
So, how can you move your business strategy beyond repeat purchase behavior to building true brand attachment? Contact SMART Service Desk and see how our software can help your company keep your customers.
Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk Software is those solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
In a brick and mortar retail space, an employee can approach a customer and offer help based on what the customer is looking at and shopping for.
Online, a chat program allows you to see what a visitor is viewing and create an invitation to chat based on that information. Beyond personalized help, this data can help you create and manage new advertising campaigns. In the information age, knowledge is the real competitive advantage, and the data from online chat software will give you the information you need to convert page views to sales.
Once the sale is made the next step is for your customer service software needs to both follow-up and respond to your customer interaction.
How does your business currently deal with and track your post-sale customer interactions? You is the question at a more basic level… do you deal with and track your post-sale customer interactions?
Can you afford to have your customer base looking for a business that nows the secret of customer satisfaction?
Remember, any company can make the claim to their customer, “we promise to provide you with world class customer service.” The challenge - and the opportunity - is to deliver on this promise repeatedly and consistently over time. The reward for this level of commitment is a deep connection, which can lead to business success during this holiday season, and well beyond!
So, how can you move your business strategy beyond repeat purchase behavior to building true brand attachment? Contact SMART Service Desk and see how our software can help your company keep your customers.
Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk Software is those solutions. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Wednesday, December 10, 2014
7 Principles of Great Customer Experience
Be successful in the moments of truth
A customer typically has two responses when they have a problem with your product or service. They will either be thrilled that you solved their problem or frustrated that you didn’t. How can you ensure a successful customer experience?
Doing a great job during your customer’s “moment of truth” is the key to turning a customer into a loyal raving fan or having them tell ten or more of their friends and acquaintances how terrible their experience with you was. Ouch!
As customers and service providers ourselves, we experience good and bad customer service every day. Things don’t always go right despite our best efforts. However, we consistently want to provide great customer service. At SMART Service Desk we believe the following 7 principles are key for businesses to successfully keep happy customers.
1. Commitment to Customer Success
When a business has a culture that focuses on the customer, its people, processes and technology operate to deliver a great customer experience. Quality is defined by the customer. Businesses that focus on customer experience such as Disney, Apple and Ritz-Carlton understand that everyone in the organization needs to be committed to creating the best experience possible. It means hiring, training and managing workers who are committed to providing great customer experiences. It means creating the right systems and using the right technology to deliver a “Wow!” experience. You can’t just say “we value our customers” but have to demonstrate it every time.
2. Really Listen to Customers
Always listen and observe customers — not just when things go wrong. We have to anticipate the difficulties they may experience with our products and services not react to them. It’s hard to stay calm and listen to a customer when they are screaming and frustrated. We don’t have to take such actions personally because we’ve been in their situation. Truly listening to make sure your customer feels “felt” is really key to resolving the issue to their satisfaction (not yours!). Acknowledging their emotions and focusing to make sure you understand their situation will not only calm the customer but will allow you to turn the focus to solving their problem. As John C Maxwell says “People don’t care how much you know until they know how much you care.”
3. Capture and Share Knowledge
Developing, documenting and managing your processes and procedures goes a long way in ensuring a consistent customer experience. This allows employees to understand how to respond to customers and also serves to educate the customer on how your organization manages their needs. Having a service management system that builds a body of knowledge regarding different customer issues and how they were successfully resolved improves the ability to resolve similar issues with a future customer. We can make every employee a hero to our customers. Why reinvent the wheel?
4. Fast and friendly execution
Customers don’t want to wait. We need to determine as quickly as possible what course of action should be taken and how long it will take. The support personnel need to be empowered to handle most issues. This means establishing clear roles/responsibilities, procedures and escalation protocols that allow the front line employees to act quickly and effectively. This is where using the best processes and technology can significantly improve the quality and speed in resolving an issue.
5. Quality Assurance
Validating that we truly resolved the customers’ problem in a timely and effective manner can be tricky if we haven’t established success goals. Service level agreements (SLAs) with customers establishes expectations for employees to meet and triggers when management needs to get involved in resolving a customer issue. It also serves as a lagging indicator that our systems and processes are working as they should.
6. Customer Follow-up and feedback
Taking the extra effort to see if a customer is satisfied with the product and service can go a long way in creating trust. Rather than shying away from customer feedback (especially when it’s negative) businesses should actively seek it. Customers are often reluctant to talk if something isn’t quite right. Unfortunately, these type of customers will either go away quietly or never return. If a customer speaks out then there is an opportunity to fix what’s wrong and regain the customers’ trust and loyalty. If done exceedingly well, they may become a raving fan.
7. Continuous process improvement
Today, improving customer experience is what businesses must do to keep up with competitors because products have become commoditized but customer experience and service can be differentiated. Having a culture of quality means taking what we have learned, both good and bad, to continually drive improvements to meet or exceed customer expectations. While resources limit what can and can’t be done, business can plan and budget for improvements that will improve customer success and satisfaction.
Optimize the Customer Lifetime Value
To attract and retain customers for the long term, then businesses have to invest in creating great moments of truth, even when things go wrong (which they will). Rising up to meet the most difficult customer challenges when a business demonstrates that they are committed to delivering their brand promise. Failure to do so not only results in the loss of a customer but also diminishment of their reputation.
Are you looking for a solution to help you deal with customer interaction? SMART Service Desk Software is that solution. We know that your satisfied customer is one that will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
A customer typically has two responses when they have a problem with your product or service. They will either be thrilled that you solved their problem or frustrated that you didn’t. How can you ensure a successful customer experience?
As customers and service providers ourselves, we experience good and bad customer service every day. Things don’t always go right despite our best efforts. However, we consistently want to provide great customer service. At SMART Service Desk we believe the following 7 principles are key for businesses to successfully keep happy customers.
1. Commitment to Customer Success
When a business has a culture that focuses on the customer, its people, processes and technology operate to deliver a great customer experience. Quality is defined by the customer. Businesses that focus on customer experience such as Disney, Apple and Ritz-Carlton understand that everyone in the organization needs to be committed to creating the best experience possible. It means hiring, training and managing workers who are committed to providing great customer experiences. It means creating the right systems and using the right technology to deliver a “Wow!” experience. You can’t just say “we value our customers” but have to demonstrate it every time.
2. Really Listen to Customers
Always listen and observe customers — not just when things go wrong. We have to anticipate the difficulties they may experience with our products and services not react to them. It’s hard to stay calm and listen to a customer when they are screaming and frustrated. We don’t have to take such actions personally because we’ve been in their situation. Truly listening to make sure your customer feels “felt” is really key to resolving the issue to their satisfaction (not yours!). Acknowledging their emotions and focusing to make sure you understand their situation will not only calm the customer but will allow you to turn the focus to solving their problem. As John C Maxwell says “People don’t care how much you know until they know how much you care.”
3. Capture and Share Knowledge
Developing, documenting and managing your processes and procedures goes a long way in ensuring a consistent customer experience. This allows employees to understand how to respond to customers and also serves to educate the customer on how your organization manages their needs. Having a service management system that builds a body of knowledge regarding different customer issues and how they were successfully resolved improves the ability to resolve similar issues with a future customer. We can make every employee a hero to our customers. Why reinvent the wheel?
4. Fast and friendly execution
Customers don’t want to wait. We need to determine as quickly as possible what course of action should be taken and how long it will take. The support personnel need to be empowered to handle most issues. This means establishing clear roles/responsibilities, procedures and escalation protocols that allow the front line employees to act quickly and effectively. This is where using the best processes and technology can significantly improve the quality and speed in resolving an issue.
5. Quality Assurance
Validating that we truly resolved the customers’ problem in a timely and effective manner can be tricky if we haven’t established success goals. Service level agreements (SLAs) with customers establishes expectations for employees to meet and triggers when management needs to get involved in resolving a customer issue. It also serves as a lagging indicator that our systems and processes are working as they should.
6. Customer Follow-up and feedback
Taking the extra effort to see if a customer is satisfied with the product and service can go a long way in creating trust. Rather than shying away from customer feedback (especially when it’s negative) businesses should actively seek it. Customers are often reluctant to talk if something isn’t quite right. Unfortunately, these type of customers will either go away quietly or never return. If a customer speaks out then there is an opportunity to fix what’s wrong and regain the customers’ trust and loyalty. If done exceedingly well, they may become a raving fan.
7. Continuous process improvement
Today, improving customer experience is what businesses must do to keep up with competitors because products have become commoditized but customer experience and service can be differentiated. Having a culture of quality means taking what we have learned, both good and bad, to continually drive improvements to meet or exceed customer expectations. While resources limit what can and can’t be done, business can plan and budget for improvements that will improve customer success and satisfaction.
Optimize the Customer Lifetime Value
To attract and retain customers for the long term, then businesses have to invest in creating great moments of truth, even when things go wrong (which they will). Rising up to meet the most difficult customer challenges when a business demonstrates that they are committed to delivering their brand promise. Failure to do so not only results in the loss of a customer but also diminishment of their reputation.
Are you looking for a solution to help you deal with customer interaction? SMART Service Desk Software is that solution. We know that your satisfied customer is one that will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Tuesday, December 9, 2014
SMART Service Desk Asks Why Do Customers Return?
Most small businesses spend a lot of their time and money attracting new customers. New customers are easy to bring in if you know what you’re doing and offer a great price.
Did you know, businesses should focus their attention on maintaining the customers that they have? Your customers bring most businesses more revenue than new customers do. So, how do you make sure your customers keep returning?
There are a lot of businesses that are overly focused on drawing new customers into their store. They try a variety of methods, including handing out flyers, putting up ads, and offering special sales. This will get some customers into your store, but once they’re there, how do you make them want to come back?
That is always a hard question to answer. Some businesses don’t even focus on ensuring that their customers return. Why would some businesses do this?
The first and most basic step is to make sure that you can stay in communication with your established customer base. Do you make sure that you collect contact information from every shopper?
Do you know what percentage of your shoppers are new versus returning customers? Do you reward existing customers for introducing their friends to your business? A regular and predictable customer base helps you forecast sales, target marketing, build on existing relationships by offering new products and services and, crucially, boosts sales. In addition, a happy and loyal customer tells their friends about your business - and word-of-mouth is some of the most effective marketing that exist.
Asking a customer for feedback can make them feel valued, but you need to be careful how you do it - a note of thanks with a one line 'Is there anything we could have done to make your experience more enjoyable?' is enough, as you don't want to annoy them. Ongoing surveys can offer insight that can lead to both the need for a redesigned product line and other services.
SMART Customer relationship management (CRM) software, offered both on-premise and cloud-based CRM, help businesses reduce costs and increase profitability by organizing and automating business processes to ensure customer satisfaction and loyalty in the sales, marketing, and customer service fields. With SMART CRM solutions we deliver ROI through automation in customer service, and sales force automation. We also offer mobile apps that allow you to manage your customer relationships on your mobile devices, and software integration adaptors that integrate data and reporting from social media directly into your CRM solutions.
Are you looking for a solution to help you deal with customer interaction? SMART Service Desk Software is that solution. We know that your satisfied customer is one that will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
There are a lot of businesses that are overly focused on drawing new customers into their store. They try a variety of methods, including handing out flyers, putting up ads, and offering special sales. This will get some customers into your store, but once they’re there, how do you make them want to come back?
That is always a hard question to answer. Some businesses don’t even focus on ensuring that their customers return. Why would some businesses do this?
The first and most basic step is to make sure that you can stay in communication with your established customer base. Do you make sure that you collect contact information from every shopper?
Do you know what percentage of your shoppers are new versus returning customers? Do you reward existing customers for introducing their friends to your business? A regular and predictable customer base helps you forecast sales, target marketing, build on existing relationships by offering new products and services and, crucially, boosts sales. In addition, a happy and loyal customer tells their friends about your business - and word-of-mouth is some of the most effective marketing that exist.
Asking a customer for feedback can make them feel valued, but you need to be careful how you do it - a note of thanks with a one line 'Is there anything we could have done to make your experience more enjoyable?' is enough, as you don't want to annoy them. Ongoing surveys can offer insight that can lead to both the need for a redesigned product line and other services.
SMART Customer relationship management (CRM) software, offered both on-premise and cloud-based CRM, help businesses reduce costs and increase profitability by organizing and automating business processes to ensure customer satisfaction and loyalty in the sales, marketing, and customer service fields. With SMART CRM solutions we deliver ROI through automation in customer service, and sales force automation. We also offer mobile apps that allow you to manage your customer relationships on your mobile devices, and software integration adaptors that integrate data and reporting from social media directly into your CRM solutions.
Are you looking for a solution to help you deal with customer interaction? SMART Service Desk Software is that solution. We know that your satisfied customer is one that will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Monday, December 8, 2014
SMART Service Desk Remembers The Date That Will Live In Infamy
Headquartered in Phoenix, Arizona, SMART Service Desk has more reasons that many companies to pause and reflect on the “Date That Will Live In Infamy.”
While yesterday, Sunday December 7th was the date the Japanese actually attacked Pearl Harbor we are closed. But today December the 8th we want to make sure we remember the military and civilians that were killed in the attack. The base was attacked by 353 Japanese fighter planes, bombers, and torpedo planes in two waves, launched from six aircraft carriers.
All eight U.S. Navy battleships were damaged, with four being sunk. All but one, the Arizona were later raised, and six of the eight battleships were returned to service and went on to fight in the war. The Japanese also sank or damaged three cruisers, three destroyers, an anti-aircraft training ship, and one minelayer. 188 aircraft were destroyed; 2,403 Americans were killed and 1,178 others were wounded.
Important base installations such as the power station, shipyard, maintenance, and fuel and torpedo storage facilities, as well as the submarine piers and headquarters building were not attacked. Japanese losses were light: 29 aircraft and five midget submarines lost, and 65 servicemen killed or wounded.
An anchor from the U.S.S. Arizona (BB-39) is on display at the Arizona State Capital complex.
The USS Arizona was a Pennsylvania-class battleship built for and by the United States Navy in the mid-1910s. Named in honor of the 48th state's recent admission into the union, the ship was the second and last of the Pennsylvania-class of "super-dreadnought" battleships.
The keel of battleship number 39 was laid on the morning of 16 March 1914 with Assistant Secretary of the Navy Franklin Delano Roosevelt in attendance. The builders intended to set a world-record ten months between the ship's keel-laying and launch, for what The New York Times declared would be "... the world's biggest and most powerful, both offensively and defensively, super-dreadnought ever constructed", but the ship was only a little over half complete a year later. She was launched on 19 June 1915, making it about fifteen months from keel-laying to launch. In the meantime, the ship was named after the newest state in the union by Secretary of the Navy Josephus Daniels.
Although commissioned in 1916, the ship remained stateside during World War I. Shortly after the end of the war, Arizona was one of a number of American ships that briefly escorted President Woodrow Wilson to the Paris Peace Conference.
During the Japanese attack on Pearl Harbor on 7 December 1941, Arizona was bombed. She exploded and sank, killing 1,177 officers and crewmen. Unlike many of the other ships sunk or damaged that day, Arizona could not be fully salvaged, though the Navy removed parts of the ship for reuse. The wreck of the battleship Arizona still lies at the bottom of Pearl Harbor and the USS Arizona Memorial, dedicated on May 30th, 1962 to all those who died during the attack, straddles the ship's hull.
Presented By;
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
While yesterday, Sunday December 7th was the date the Japanese actually attacked Pearl Harbor we are closed. But today December the 8th we want to make sure we remember the military and civilians that were killed in the attack. The base was attacked by 353 Japanese fighter planes, bombers, and torpedo planes in two waves, launched from six aircraft carriers.
All eight U.S. Navy battleships were damaged, with four being sunk. All but one, the Arizona were later raised, and six of the eight battleships were returned to service and went on to fight in the war. The Japanese also sank or damaged three cruisers, three destroyers, an anti-aircraft training ship, and one minelayer. 188 aircraft were destroyed; 2,403 Americans were killed and 1,178 others were wounded.
Important base installations such as the power station, shipyard, maintenance, and fuel and torpedo storage facilities, as well as the submarine piers and headquarters building were not attacked. Japanese losses were light: 29 aircraft and five midget submarines lost, and 65 servicemen killed or wounded.
An anchor from the U.S.S. Arizona (BB-39) is on display at the Arizona State Capital complex.
The USS Arizona was a Pennsylvania-class battleship built for and by the United States Navy in the mid-1910s. Named in honor of the 48th state's recent admission into the union, the ship was the second and last of the Pennsylvania-class of "super-dreadnought" battleships.
The keel of battleship number 39 was laid on the morning of 16 March 1914 with Assistant Secretary of the Navy Franklin Delano Roosevelt in attendance. The builders intended to set a world-record ten months between the ship's keel-laying and launch, for what The New York Times declared would be "... the world's biggest and most powerful, both offensively and defensively, super-dreadnought ever constructed", but the ship was only a little over half complete a year later. She was launched on 19 June 1915, making it about fifteen months from keel-laying to launch. In the meantime, the ship was named after the newest state in the union by Secretary of the Navy Josephus Daniels.
Although commissioned in 1916, the ship remained stateside during World War I. Shortly after the end of the war, Arizona was one of a number of American ships that briefly escorted President Woodrow Wilson to the Paris Peace Conference.
During the Japanese attack on Pearl Harbor on 7 December 1941, Arizona was bombed. She exploded and sank, killing 1,177 officers and crewmen. Unlike many of the other ships sunk or damaged that day, Arizona could not be fully salvaged, though the Navy removed parts of the ship for reuse. The wreck of the battleship Arizona still lies at the bottom of Pearl Harbor and the USS Arizona Memorial, dedicated on May 30th, 1962 to all those who died during the attack, straddles the ship's hull.
Presented By;
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Friday, December 5, 2014
SMART Service Desk Pricing
If you are looking for a Service Desk solution for your business you want to know many things about that software product.
Is it scalable, so that it will work now and then continue to grow and support my business needs in the future?
How is easy is it to load, implement and use? How quickly will my employees be able to use the software to support our customer’s needs?
Of course the investment your company needs to make to bring this solution online can be a primary concern.
Considering how customizable the SMART Service Desk software is the pricing is not like buying a new car where looking, liking and purchasing is a very set process and amount.
SMART Service Desk software enables comprehensive, best practice based Incident / Case management processes via intuitive, easily adopted, enterprise scale web technology. Integrates core service and support components into one complete Help Desk solution which help you to reduce service costs and increase service delivery operational efficiency. Manage service issues from the initial call; too complete job and service restoration. With SMART Service Desk you can reduce call volumes and encourage user self-service by letting users search FAQs, approved solutions, and workarounds. You can use Increase customer / user satisfaction ratings using surveys.
SMART Service Desk software can be both local or cloud service based for your solutions and what will be best for your individual business needs.
We think that our price structure will be both surprising and very affordable for your small to medium sized business.
Our solutions are not only scalable but we have different solutions that can be a better fit for your specific business needs. Our SMART Service Desk Plus delivers a customer-friendly IT self-service portal, powerful dashboards and reporting, and superior mobility to your organization. With SMART, IT organizations can support ITIL® best practices for IT Service Management (ITSM), consolidating the service desk function with the processes that underpin the efficient delivery and support of service, With PinkVERIFY® certified ITIL® processes in SMART Service Desk Plus; you can be assured of the best practices you will implement for your process and workflow.
In order to help you and your business we need to open a dialog so we can best understand how SMART Service Desk can be your business solution or solutions. We look forward to understanding your business needs.
Find out more http://smartservicedesk.com/request-price-quote.php
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Is it scalable, so that it will work now and then continue to grow and support my business needs in the future?
How is easy is it to load, implement and use? How quickly will my employees be able to use the software to support our customer’s needs?
Of course the investment your company needs to make to bring this solution online can be a primary concern.
Considering how customizable the SMART Service Desk software is the pricing is not like buying a new car where looking, liking and purchasing is a very set process and amount.
SMART Service Desk software can be both local or cloud service based for your solutions and what will be best for your individual business needs.
We think that our price structure will be both surprising and very affordable for your small to medium sized business.
Our solutions are not only scalable but we have different solutions that can be a better fit for your specific business needs. Our SMART Service Desk Plus delivers a customer-friendly IT self-service portal, powerful dashboards and reporting, and superior mobility to your organization. With SMART, IT organizations can support ITIL® best practices for IT Service Management (ITSM), consolidating the service desk function with the processes that underpin the efficient delivery and support of service, With PinkVERIFY® certified ITIL® processes in SMART Service Desk Plus; you can be assured of the best practices you will implement for your process and workflow.
In order to help you and your business we need to open a dialog so we can best understand how SMART Service Desk can be your business solution or solutions. We look forward to understanding your business needs.
Find out more http://smartservicedesk.com/request-price-quote.php
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
Thursday, December 4, 2014
Learn About Our SMART Service Level Management System
Use SMART Service Level management facilitates monitoring of services and to proactively generate alerts on pending Service Level Agreement breaches and provides critical performance metrics. Easily track SLAs based on services, priorities, business units and customer class.
SMART SLA Management module allows documenting IT and Business Services that are designed to meet the Service Level Requirements (SLR's) at mutually agreed Service time targets.
SLA Management helps in enhancing stronger relationship between the service providers & customers, based upon common business goals and objectives.
Tying in our SMART Service Desk - IT Service Management Suite is a flexible and robust solution that can be deployed via Purchased On-Premise, Subscription On-Premise and Cloud Subscription, with the portability to switch.
SMART Service Desk is simple, yet comprehensive and highly configurable ITSM Suite developed in alignment with the Information Technology Infrastructure Library best practice framework to manage the entire service life-cycle across. SMART Service Desk offers an integrated and modular solution that is designed to support multiple languages.
SMART Customer relationship management (CRM) software, offered both On-Premise and cloud-based CRM, help businesses reduce costs and increase profitability by organizing and automating business processes to ensure customer satisfaction and loyalty in the sales, marketing, and customer service fields.
With SMART CRM solutions we deliver Return On Investment through automation in customer service, and sales force automation. We also offer mobile apps that allow you to manage your customer relationships on your mobile devices, and software integration adaptors that integrate data and reporting from social media directly into your CRM application.
SMART Managed Services Software solution, offers an out of the box integrated modules such as Customer Account Management, Incident Management, Customer Asset Management, Knowledge Base, Service Level Management, Procurement, Contract Management& has ability to be customized to support ever evolving new service models.
SMART Service Desk helps you implement easily in a short time without any expensive consultation. You can now focus on winning customer's satisfaction without having to struggle with technology or tools.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
SLA Management helps in enhancing stronger relationship between the service providers & customers, based upon common business goals and objectives.
Tying in our SMART Service Desk - IT Service Management Suite is a flexible and robust solution that can be deployed via Purchased On-Premise, Subscription On-Premise and Cloud Subscription, with the portability to switch.
SMART Service Desk is simple, yet comprehensive and highly configurable ITSM Suite developed in alignment with the Information Technology Infrastructure Library best practice framework to manage the entire service life-cycle across. SMART Service Desk offers an integrated and modular solution that is designed to support multiple languages.
SMART Customer relationship management (CRM) software, offered both On-Premise and cloud-based CRM, help businesses reduce costs and increase profitability by organizing and automating business processes to ensure customer satisfaction and loyalty in the sales, marketing, and customer service fields.
With SMART CRM solutions we deliver Return On Investment through automation in customer service, and sales force automation. We also offer mobile apps that allow you to manage your customer relationships on your mobile devices, and software integration adaptors that integrate data and reporting from social media directly into your CRM application.
SMART Managed Services Software solution, offers an out of the box integrated modules such as Customer Account Management, Incident Management, Customer Asset Management, Knowledge Base, Service Level Management, Procurement, Contract Management& has ability to be customized to support ever evolving new service models.
SMART Service Desk helps you implement easily in a short time without any expensive consultation. You can now focus on winning customer's satisfaction without having to struggle with technology or tools.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
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