SMART Service Desk IT Service Management Software

Now is the time to best your competition and get the best in customer service software to protect your business. 

What is IT Service Management Software? Software that is a process-based and intended to align the delivery of information technology (IT) services with needs of the business, with emphasis on benefits to customers.

IT Service Management involves a paradigm shift from managing IT as stacks of individual hardware and software components to managing the delivery of support and customer retention services that help an organization achieve its marketing or information goals. The IT department in a large organization should create service level agreements so that services can be measured, justified and perhaps compared with those of third-party providers.

IT Service Management Software brings the benefits of cost savings, alignment with business, and operational efficiency and these benefits are encouraging more businesses to embrace ITIL service management practices. SMART Service Desk delivers IT service management (ITSM), business and workforce enablement with the goal of customer service excellence.

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.

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 between different solutions. 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 an integrated and modular solution that is designed to support multiple languages.

It should come as no surprise that nearly 90% of today's customers will stop doing business with any company based solely on a single bad customer experience. News of these negative experiences will spread rapidly through social media.

The challenge of effective IT Service management is to analyze the causes of incidents and permanently remove them by providing solutions for recurring incidents. Lack of effective problem management techniques can cause high costs and low motivation for both users and support staff, since similar incidents have to be resolved repeatedly without anyone able to provide permanent solution.

In order to help you and your business we need to open a dialog we can best understand how SMART Service Desk IT Service Management Software 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

Is Halloween Competing With Christmas?

Halloween is no longer just about costumes and candy. It's now the second-biggest decorating holiday of the year -- right behind Christmas. Halloween parties are getting bigger and more competitive every year. One-upsmanship seems to be the rule. 

Even the treats handed out are having their own wars.  To be the best house on the block, where all the kids make an extra effort to stop is a prize sought for by many homemakers. Handing out full sized candy bars seems to be the big step-up.

Is your business part of the Halloween craze? Do you offer treat or treats or Halloween specials? Even if you aren’t selling direct items are you trying to fit into the second biggest holiday?

Mother's Day, you're giving gifts. Christmas, you're giving gifts. Halloween, you're giving gifts to yourself. Shoppers seem to agree. They are speeding more and more every year.

Ghoulish Trend Goes National
Major retailers are putting out their Halloween-related merchandise earlier than ever. Wal-Mart rolled out its Halloween section, "Spooky Central," located in its garden centers, in mid-August.

Over Labor Day weekend, Target introduced its "Harvest Hollow," "Maple Manor" and "Creepy Cottage" collections, among others. Even home-improvement retailers are getting in on the act, with Home Depot adding Halloween decorations to its stores for the first time this year.

The boom in Halloween business is a trend analysts are seeing across the country. "Halloween spending is expected to grow to 5 billion this year. … That's up from about 3.3 billion last year," said Scott Krugman, spokesman for the National Retail Federation.

The average Halloween consumer will spend roughly $60 this year, as compared to $48 last year.

From Pirates to Princes
So what costumes have been big sellers this year? Star Wars is making a big comeback this year. Disney is always a popular group of gear for the younger set. Adult costums actually sell a greater dollar amount than children’s outfits. Since they cost 3 times as more or more the numbers are smaller but the dollars are greater.

What is your company doing this season?

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. 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

How Much Is Customer Service Worth To Your Company?

Many companies have chosen to outsource their customer service to vendors who sell their services as providing customer service at the lowest possible cost per call. In most cases that means the customer service is provided by another level of company in a part of the world where labor costs are also as low as possible.

If giving your customer the lowest priced service is how you feel they should be treated then that is your business decision. Would it be OK if we asked how your customer feel about the level of the customer service you provide? Do you know? Have you asked them?

In keeping with the Halloween time of year can we take the customer service question a step further and ask if the customer service your business provides is a trick or a treat? That really is a fair question you know.

Does your business have competitors? How well do they treat their customers and how much would they like to steal yours using better customer service? So just how good is your customer service?

How often does someone patronize a company specifically because of its over-the-top service? You can probably think of a few examples, such as the traveler who makes a point of returning to a hotel that has a particularly attentive staff. How about a restaurant? Isn’t it all about the food and only the quality of the fare? 

If you sell a product and your competitor sells the same product and at a very similar price what is the factor that makes a person buy from you? Location? Maybe. What else? Be fair… what else? Well? How they feel about buying from you. How well were they treated? What is the buzz on social media? 

Unless you are a utility company your customers almost always have a choice to do business with you or not. Will they choose your company? Well, will they?

How much is customer service worth to your company? How about nearly everything!

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. 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

What Is Customer Service? Is It That Simple

If I said that customer service is the providing of service to customers before, during and after their purchase. Accordingly, it may vary by product, service, industry and the individual customer. Do you agree it is really that simple?

Perhaps it is time to step back and re-examine or re-think your provision of service to your customers. And may I say while you still have them.

Customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called "at home customer services" or "at home customer support". Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.

Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, many companies have invited customers to send text messages while making purchases and using services. This has been shown to be useful, as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time. Technology (think software) has made it increasingly easier for companies to obtain feedback from their customers. Community blogs and forums give customers the ability to give detailed explanations of both negative as well as positive experiences with a company or organization.

Some customers have expressed that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. To address this argument, many organizations have employed a variety of methods to improve their customer satisfaction levels, and other key performance indicators.

How is your business doing and may I ask are you sure? SMART Service can help all you have to do is ask us how!

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. 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

Learn To Put All Customers First!

Before you start thinking that customer service is isolated to one department within your company, allow me broaden your view of customer service. 

If customer service is merely isolated to the people answering your calls, emails and chats, you will miss the mark you are striving for 100%. Caring customer service must permeate the entire organization, inside and out and from top to bottom.  Here are seven characteristics that are essential to caring customer service…

Never Let Red Tape Get in the Way
Never use a policy excuse to side step your customer’s needs or finding a true solution that corrects a problem.

Check in With Your Customers
Following up with new customers can be a great help for navigating the onboarding process.

Send Them a Thank You Note
A handwritten note makes it so memorable. Writing an amazing thank you note doesn’t take long at all, but the impact that it has is huge in today’s digital world.

Personalize Your Service
A local restaurant takes time to ask customers a little bit about themselves before serving them. They then prepare a custom dessert plate based off of the customer’s interests or anything notable about them.

Really Sweat the Small Stuff
Nordstrom’s stellar service reputation is one case study where the reality lives up to the hype. From their infamous employee handbook to the celebrated tales of the staff’s service overtures, it is clear that Nordstrom is a company that prides itself on loving customers.

Seize Unique Opportunities
This might seem like strange advice at first, but when it comes to building reciprocity with customers and a reputation for exceptional customer service around your business, the key element is surprise.


Always Make Things Right
The common theme in these memorable customer service stories is businesses that go above and beyond to make a difficult situation right for a customer.

Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software should be your 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

Is Social Media Customer Service Scary?

Is the thought of starting a social media based customer service add-on program giving you scary nightmares

Do you take another Xanax every time you read a new statistic about the necessity of social media based customer service, secretly covering yourself in busywork just to put it off a little bit longer? 

You do remember that Psychology 101 specifically states that you must not avoid things you’re afraid of. You must learn to face your fear. And once you do, you’ll find that it wasn’t so scary after all. Really!

Are these images still haunting you?

Your customers like to call you whenever they have a question – it’s more human, right?

You still can’t get your head around social media for customer service – why would people want to contact you on Facebook or Twitter? It’s for selfies, #random #hashtags and ice bucket challenges, right?

You know you have one or two (or five hundred) customers contacting you via social media, but you were kinda hoping they’d go away and call you instead.

You let your marketing department handle all the social media inquiries – you don’t know exactly what they do on there, but they seem to be good at it, so why not answer a few questions while they’re at it?

You feel overwhelmed at the thought of dealing with customer service on social media. What happens when the floodgates open and you can’t handle all of the inquiries? Disaster!

But it doesn’t have to be that scary and I will tell you why.

Make sure you’re set up correctly and prepared. Computer on. Your software solution up and running, Knowledge Base, Facebook, Email and any other system you might need for the team you’re on ahead of your shift. Then, if you do have any issues there is always someone else on to cover you.

The real key is the right software solutions. Like SMART Service Desk IT Service Management Software

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. 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

Learn To Make Customer Service Improvements

The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. Which is why, in customer service consulting and among customer experience consultants, they always recommend you first work on getting your framework right, before going forward and working on the procedures.

Overhaul Your Hiring Practices: This is also one you’re not going to overhaul today, literally speaking.  But you can push toward overhauling them today.  And there’s no other place you can start that will make more of a difference.  Do you hire scientifically, or do you hire like you spice your food–a bit of salt, a bit of pepper, a bit of whimsy and gut feeling here and there… if you hire haphazardly, the results you’ll get are haphazard. 

Tattoos, Hair Restrictions and Piercings: ease up on these or get rid of them today.  Employees with great customer-facing potential do not apply for work looking a particular way.  They have something particular in their heart, their minds, their aptitudes, and potential. Don’t limit yourself to people who look a particular way.  The other reason such restrictions are a problem is this:  If an employee can’t, even a little bit, be themselves on the job, you can’t expect them to deliver genuine customer service.  Which is what customers today, more than ever, are looking for.

Phone Manners:  Do you have customer interaction standards for telephone communications?  You don’t?  Then that’s where you should start.  Great companies have very specific telephone and customer interaction standards (although they allow great latitude in how they are interpreted).  If you’re just winging it on the phone, it’s time to work on that.

Listen to the stories that managers and employees tell around your company: are they sabotaging your attempts at a customer-centered culture? Are the stories you hear around the office often centered on how customers tried to take advantage, and how you stopped those customers dead in their tracks?  They shouldn’t be. They should be stories that go in the opposite direction:  about how you went the extra mile, or a coworker went the extra mile, to help a customer in a creative way. Otherwise, you can do all the mission-statement preaching you want, but employees will know where you really stand: in opposition to your customers. 

Start having a daily customer service meeting, just 5 or 10 minutes long.  Start this tradition today. Don’t start it today, start it as soon as you can get buy-in from the people in your company who will have to support this process over the weeks and years.  But it’s a crucial part of getting your team on the same page and keeping them there.   Have a different employee each day discuss a different tenet of your customer service philosophy and customer service issues that come up.  In the course of a year, the amount of training you’ll get in is extraordinary, as well as greatly enhancing your team spirit.  

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. 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

Tricks To Develop Better Customer Service

It is that time of year when we begin to think about tricks and treats. Well how about tricks for customer service that will improve your business.

Fill Your Customer’s Needs and Wants

Listen to the “voice of the customer” and take action accordingly. Listening to customers can be done in many ways. For example, using feedback forms and satisfaction surveys. Listen to ensure decisions benefit the customer as much as your company.

Listen Carefully

Do you clearly understand the needs of your customer? Listening intensely to what they have to say creates a great rapport.

Open Many Communication Channels

The customer wants to contact you in many ways – face to face, by mail, phone, fax, and email – and will expect all of these communication channels to be open and easily accessible. Therefore, put in place adequate measures to be reached when you are needed.

Respond to Clients as Soon as Possible

Speed is everything, especially when a client is requesting something that’s time sensitive. When you respond to your clients swiftly, they are satisfied and will hold nothing back at recommending your brand.

Stay Top of Mind

Encourage customers by staying in touch with them through a blog, newsletter, or some other means that affords ongoing communication. Just ensure that you keep the conversation going.

Be Helpful – Without Tying That To Sales

Be open to being helpful at all times. Do not be nice only when there’s a reward in it for you. Helping your clients, even when they least expect it, will impress them and build their trust in you.

Stay Loyal

Loyalty is key to attracting new customers. When your existing customers know that you are loyal, they hold nothing back when it comes to introducing new customers to you and your business. This is marketing that is done passively for you.

Introduce Promotions

In a bid to get your customers glued to your brand, introducing mouth watering promotions can act like magic. Promotions that provide true savings and value causes current customers to introduce others to you and your business in an effort to pass those savings along.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. 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

Customer Service Can Make Or Break Your Business

In nearly all business categories your customers have a choice of who to purchase from. Companies spend many dollars per person to acquire new customers, Yet when a problem arises your customer service can either keep that customer or lose them forever.

One very visible battle we are all familiar with is that between the two satellite providers Dish and DirecTV.  Both offer very similar services and at similar price structures. So what do they have to truly set them apart? Is it there customer service?  What else can it be?

Currently all providers of TV services are finding that their customer base is being pulled in so many directions that the old paradigm of the family watching TV in the evenings is rapidly disappearing. In fact the younger audiences have little use for the services offered. 

Facing these pressures you would think that keeping customers would be the very top priority. But at least at Dish, and can add that personally, their training and response needs improvement. 

Times change and so do the needs and wants of the customer base. We have to think no farther than the payphones that used to be everywhere. Technology moved on and they were no longer needed. Many companies struggle to remain relevant to their customer base. Cellular phone services have improved because the companies continue to try and one-up each other on a monthly basis. This keeps customers happy and buying and buying and buying. Smart phones have fundamentally changed how we go about our daily lives. They have changed our educations, they have changed our shopping, our banking and the customer service they have come to expect. It is no longer fair to ask if your business is ready. That boat has sailed.

They question now becomes is your business moving fast enough to not be over-run by both your customers and your competitors?

What is your companies’ next move? Is it to call about SMART Service Desk IT Service Management Software solutions?

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. 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

Find The Right Software For Your Business Solutions

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.

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. 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

Should Halloween Mean Spooky Customer Service

Should there be a difference in how customer service is delivered throughout the year? A consistent quality of service should be your goal no matter of busy the CSR is. The number of calls vary by day of the week, time of day and time of the year. Staffing must be flexible so time of increased demand can be meet and the customer should not have a spooky experience.

A quick check of online and social media posts does show a number of “customers” who are happy to share their horror stories as they relate to spooky customer service experiences. How is your company represented in those online comments?

To be fair people are more likely to spread negative stories rather than positive ones. Just the nature of the monster. Not to be clowning around with a very serious business service… but can we ask again how “spooky” is your businesses’ customer service?

A summary of much of the research on the subject of complaints, show that bad emotions, bad parents and bad feedback have more impact than good ones. Bad impressions and bad stereotypes are quicker to form and more resistant to change than the good ones.

The negativity bias, also known as the negativity effect, refers to the notion that, even when of equal intensity, things of a more negative nature (e.g. unpleasant thoughts, emotions, or social interactions; harmful/traumatic events) have a greater effect on one's psychological state and processes than do neutral or positive things. In other words, something very positive will generally have less of an impact on a person's behavior and cognition than something equally emotional but negative. The negativity bias has been investigated within many different domains, including the formation of impressions and general evaluations; attention, learning, and memory; and decision-making and risk considerations.

What impression is your customer service having on your customers? Is that question spooky enough for you? 

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. 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

Scary Customer Service Still Exists

What is your problem with customer service? I’m sure you have many examples to give. Promised call backs that never happen. Accent problems when trying to understand a CRM. Replacement parts that never arrive. List can go on and on.

It is hard to decide where or who is most affected by bad customer service.  While you are traveling there are many incidents that can have you reaching out to customer service and need a “good” response right away. But even a casual shopper can get very frustrated when trying to resolve a shipment plagued with many SNAFUs.

When thinking about critical business priorities, you are in good company if you place the customer experience atop the list. When thinking about models for customer experience strategy and philosophy, you are in good company if you identify organizations like Disney.

Your software that interfaces your CSRs to your customers can help take the scary out of customer service.

Within a few years, social customer service is likely to become part of a single customer-facing team headed by Marketing. Why does that sound so scary?

Alongside the use of customer listening to improve marketing messaging and close the ‘expectation gap’ between what Marketing says about a product/service and the day-to-day experience of customers, this is part of a triumvirate of measures that forward-thinking organizations are implementing to bring Marketing and Service into step.

Be very afraid: when Marketing tries to run Customer Service!

If you are part of a large business the following survey maybe be, or should be very scary… More than 70% of customers surveyed believe small businesses understand their customer better than large companies, know their business/product better than large companies, provide a more personal customer service experience than large companies, and are more concerned about my needs than larger companies.

How are you planning on making your customer service friendly rather than scary?

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. 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

Halloween and Scary Good Customer Service

Is your customer service scary good? Customer service should never just be part of after the sale service. Do you know how the mind of your customers work? Looking in to customer’s mindsets are a very scary part of business. Would you like to better understand how your customer think? Perhaps more important is how and what they are likely to remember.

 There is an experiment that will show you how your customer’s memory works, and how to turn the quirks of consumer memory to your businesses’ advantage.

You need to be blindfolded to stop you from cheating, from being able to write anything down until you are told to.

Your blindfold secured, you are read a list of cooking items: Tarragon. Lavender. Cardamom. Chicory. Safflower. Cinnamon. Turmeric. Marjoram. Don’t write them down yet! Let them settle into your memory.

Now: Take off the blindfold, and write down all the words you remember from the list. You were just walked through a traditional experimental demo, used hundreds of times each semester in introductory lectures by cognitive psychology professors all around the world. 

The point:  Imagine that each of a hundred people took this test without peeking. Which spices would they remember best? There’s a very particular pattern that researchers always see.

The result is known in psychology as the Serial Position Effect: People most clearly remember the first thing that they heard to them (Tarragon) and the last thing (Marjoram). The stuff that happened in between? Not so much. It is always a bit of a blur.

You might say, firsts and lasts are the real spice of life! Is that scary enough for you? 

This insight provides us with a valuable shortcut in providing great, i.e., perceived to be a great customer experience. Here’s the takeaway from this simple experiment.

The way you greet and say good-bye to your customers are your “firsts” and “lasts”, their high points on the serial position effect. Handle them superbly, and your customer will recall, and perhaps even more important will describe to others, their overall scary good shopping experience. And they’ll be able to immediately call to mind specific examples of how your company was superb. Conversely, if you only excel in the middle of your interaction, you won’t get the credit for all your hard efforts.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. 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

SMART Service Desk IT Service Management Software For Your Business

Is your company or your business in search of IT Service Management Software to help with your internal and external IT management?

SMART Service Desk is a robust and highly flexible IT Service Management (ITSM) application, built on ITIL best practices that help customers and users meet the dynamic needs of a growing business and achieve the highest level of service quality, delivery and performance. We offer the best location or cloud based experience you’ll find in the industry.

Headquartered in Phoenix, Arizona, SMART Service Desk Software, is a vendor for ITIL Best Practice & ISO 20000 Standards Service management (ITSM) Solutions, Service Desk, CRM, EAM and support software for medium to large enterprises. SMART Service Desk has key customers, such as Toyata, Mitsubishi Motors, Saudi Credit bureau, Tamer Pharma and Oman Arab Bank. Founded in 2008, SMART Service Desk Software is a privately held firm with offices in the United States, India and Partner offices in UK, Saudi Arabia, Oman, UAE and Qatar.

SMART Service Desk is the leader in Help Desk, IT Service Management, Quality Management & Customer Relationship Management Integrated Solutions, which are applicable to a wide range of different service organizations. SMART Service Desk of software solutions can be adapted very quickly, easily and economically to suit the customer's systems and business processes. Many our customers have got head start in process definition, to Fast-track your ITIL V3, ISO 9001, ISO 20000 & Other ISO Standardization, initiatives to enhance quality of services and customer satisfaction.

SMART Service Desk will help you to improve service quality and resource utilization across your entire IT infrastructure. With SMART Mobile Custom Applications can access applications from SMART Phones for faster and better-informed business decisions.

Our SaaS solutions on Cloud let you seamlessly manage services, customers and quality improvement programs. Available through any Web browser, our solutions are designed to help you shorten deployment times, reduce risks and lower costs, including support and maintenance expenses.

Is your company looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. 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

What Is New In Customer Relationship Management?

Every major corporation has implemented customer relationship management is some form or another. You might say there are many flavors of CRM being utilized. We aren’t talking about the evolving software that many companies use but the basis for thinking about application to the customer and sales process that has satisfaction and increased sales as the bottom line goals.

Being proactive and approachable are new to customer service and social media is driving much of these pressures. As well as tracking, recording and storing customer information, CRM systems in call centers codify the interactions between company and customers by using analytics and key performance indicators to give the users information on where to focus their marketing and customer service. The intention is to maximize average revenue per user, decrease churn rate and decrease idle and unproductive contact with the customers. CRM software can also be used to identify and reward loyal customers over a period of time.

Growing in popularity is the idea of gamifying customer service environments. The repetitive and tedious act of answering support calls all day can be draining, even for the most enthusiastic customer service representative. When agents are bored with their work, they become less engaged and less motivated to do their jobs well. They are also prone to making mistakes. Gamification tools can motivate agents by tapping into their visceral need for reward, status, achievement, and competition.

Studies some new evidence of a significant increase in the use of social networking sites, especially among young people. This has caused companies to use these sites to draw attention to their products, services and brands, with the aim of building up customer relationships to increase demand.

CRM systems that integrate social media sites like Twitter, LinkedIn and Facebook to track and communicate with customers sharing their opinions and experiences with a company, products and services.

What are your business plans for looking at an affordable solution to your customer relationship management software?

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. 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

Is Your Business Doing Customer Relationship Management Right?

Business owners and managers have plowed millions of dollars into information systems meant to track and strengthen customer relationships. Often built around complex software packages, these customer relationship management (CRM) systems promised to allow companies to respond efficiently, and at times instantly, to shifting customer desires, thereby bolstering revenues and retention while reducing marketing costs. But most firms failed to reap the expected benefits, and as executives dramatically reduced IT expenses in subsequent years, CRM sales plummeted. After rising 28% between 1999 and 2000, CRM sales dropped by 5% in 2001, 25% in 2002, and 17% in 2003, according to the technology market research firm Gartner. Many observers came to believe that CRM was destined to join enterprise resource planning (ERP) as another overhyped IT investment whose initial unmet promise nearly killed off the approach.

Today, CRM spending appears to be picking up. Overall CRM sales are predicted to rise another 10% by the end of 2015. So what’s changed? Why has disappointment turned to satisfaction, pessimism to optimism, cutbacks to new spending?

The successful users have also exhibited a healthy skepticism, discounting overblown claims that the ultimate payback from a CRM system is the creation of a “real-time enterprise.” Understanding that highly accurate and timely data are not required everywhere in their businesses, they’ve tailored their real-time CRM initiatives to those parts of their customer relationships that truly do depend on “perfect” information. Once they’ve succeeded with the smaller, more-targeted CRM project, they’ve used their initial investments as springboards for solving additional problems.

Part of the early attraction of CRM systems lay in their ability to deliver real-time information, to give marketers, salespeople, and managers a clear picture of what’s happening in the market at any particular moment. But perfect information comes at a high cost. The systems required to collect and disseminate it are expensive; so are the finely tuned processes needed to react quickly to it. Despite the hype surrounding real-time enterprises, the fact is that few companies need perfect information throughout their customer relationship cycles.

Why pay for real-time information on business processes that customers don’t really value or that managers can’t rapidly adjust? A hotel manager certainly needs real-time data on the availability of rooms but not on the customer’s opinion of the carpets and drapes. A cable company needs real-time figures on service outages that demand immediate repairs but not on the profitability of its pay-per-view programs. Real-time information priorities are driven by real-time business opportunities and must be customized to each individual business. 

Is your business looking for an affordable solution?

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. 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

Implementing Customer Relationship Management

Businesses sometimes spend thousands of dollars on customer relationship management (CRM) software. Yet getting a return on that investment (ROI) can take time, especially if your employees are loath to use the system -- or are not updating customer-related data regularly.

So what can companies do to get the most out of their CRM system? First, provide CRM training to all employees. One way to do this is to identify and teach tech savvy or eager employees on the system. Then schedule regular mastermind sessions to teach other employees how to train their colleagues on how to best utilize the CRM for maximum results.

Track customer behavior throughout the sales cycle. Before the sales call, gather data about the prospect on social media and identify what types of information they share across channels.

Then after the sales call, sales reps should keep track of which content resonates the most, such as what mobile devices they are using to find content, with which pieces of content they are engaging, for how long, how often, with whom they share that content, and so on.

CRM systems are only as good as the data housed in them - and data requires investment. Organizations need to spend the time and money to keep the data fresh, clean and up-to-date. And a good place to start is to implement processes to prevent and remove duplicate records, appending and cleaning data with updated variables and keeping email addresses clean and flagged when they are found to be invalid. Remember, your CRM system can be a powerful decision-making tool, but the decisions made are only as strong as the data found in the system.

Be social. Integrate your CRM with social media platforms if it's not already built into the system. This allows users to insert a new contact's email address and detect virtually every social media profile related to the email address. With access to these social media profiles, companies can see where their leads and contacts frequently post.

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. 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

What Is Customer Relationship Management

Customer relationship management (CRM) is an approach to managing a company’s interaction with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

CRM is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers' requirements, direct online communications with customer and customer service centers that are intended to help customers solve their issues. It includes the following functions:

Sales force automation, which implements sales promotion analysis, automates the tracking of a client's account history for repeated sales or future sales, and сoordinates sales, marketing, call centers, and retail outlets.

Data warehouse technology, used to aggregate transaction information, to merge the information with CRM products, and to provide key performance indicators.

Opportunity management which helps the company to manage unpredictable growth and demand, and implement a good forecasting model to integrate sales history with sales projections.

CRM systems that track and measure marketing campaigns over multiple networks, tracking customer analysis by customer clicks and sales.

The implementation of CRM is likely to have an effect on customer satisfaction for at least three reasons:

Firstly, firms are able to customize their offerings for each customer. By accumulating information across customer interactions and processing this information to discover hidden patterns, CRM applications help firms customize their offerings to suit the individual tastes of their customers.[citation needed] This customization enhances the perceived quality of products and services from a customer's viewpoint, and because perceived quality is a determinant of customer satisfaction, it follows that CRM applications indirectly affect customer satisfaction.

Secondly, CRM applications enable firms to provide timely, accurate processing of customer orders and requests and the ongoing management of customer accounts. For example, Piccoli and Applegate (2003) discuss how Wyndham uses IT tools to deliver a consistent service experience across its various properties to a customer. Both an improved ability to customize and a reduced variability of the consumption experience enhance perceived quality, which in turn positively affects customer satisfaction.

Thirdly, CRM applications also help firms manage customer relationships more effectively across the stages of relationship initiation, maintenance, and termination.

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. 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