Ticket Deflection 101: How a Knowledge Base Will Save You Money

Many companies have user software, whether it is a game or useful application, as their end product. Ticket submission is an effective solution to keep in touch with your users and work on your software improvements. But what happens when your support team gets overflooded with tickets from your customers? Hiring more employees for your support team will raise support costs and overall company’s costs. Continue reading

The Productive Way of Managing Customer Service on Social Media

Social Media as a Customer Service ToolThere’s absolutely no escaping it. With a majority of businesses using social media today, customers and users aren’t shy of collaborating with brands using these channels.

In fact, a study done by Insites Consulting finds an increase in willingness among social media users to collaborate with brands on social media. 64% of the respondents said that they were willing to collaborate & help brands improve customer service whereas 59% mentioned that they would help brands in the development of a new product or service.

This simply proves what the social media experts have been saying for a while – Customers are increasingly looking at social media as a customer service channel. It’s simply not wise to ignore social media anymore, more so when it comes to customer support & service.

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Intercom – a new way to engage

Back in November 2012 we were researching a few support apps for Brightpod. We checked out Zendesk, Desk, HelpScout and FreshDesk. All of these are awesome apps and we almost went with one of them until we came across Intercom.

Intercom is a customer relationship management and messaging tool for web businesses. We use other apps (I will write about them in subsequent posts) but I feel Intercom is the most important to running our business.

Running a web business can be impersonal as you don’t see your customers face to face. Hence, what is important to the success of your business is understanding your customers and getting in touch with them (and letting them get in touch with you easily).

After trying out Intercom we found that it was built around your ‘customers’ – who they are, what they are doing, where do they come from, have they contacted you before etc.
We use Intercom in 3 distinct ways:

1. Understand who is using our product and how much. Intercom even pulls out social information so that we can get a little background on them.

2. Manually or automatically send personalised, targeted messages to customers to drive engagement.

3. Use it as a support tool so any email to our support email comes into Intercom. Goodbye ticket-based support apps.

In addition, we have added a really easy way for customers to contact us from within the app.

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We will also be using this as a messaging system to let our customers know about new features, announcements or news.

Thank you to the team behind Intercom. You’ll have built something fantastic by keeping the focus of our business around people.