If you do not keep track of ongoing questions, customer requests or complaints, you are losing money. Speaking to clients - follow our Facebook page - you shift the burden of responsibility on them. Not to mention the losses that a business incurs when customers switch to a competitor, because they are sure that you still do not have the necessary features or have not fixed a bug that has been driving them crazy for a couple of months. But you already have the tools at your disposal to help avoid this fate, and it will take less time than you think.

Guys we all fixed

Two messages in a row about the same error when paying for the site. Coincidence? I do not think. It's time to start the task and fix the bug.
Calls continue to pour into the box, and the team is working at full capacity. Of course, we can respond to each new customer “Sorry, we know about the problem, we are already working on it” and stop there. But then we will miss the opportunity for proactive communication - to stay in touch and keep customers informed.
Two functions Usedesk help cope with such floods.

1. Templates. In order for clients to understand that you have everything under control, we do not forget clients in the message text

• apologize
• report the problem cleared up
• briefly describe what went wrong and clarify the timing of the decision
• tell what steps you intend to take so that this does not happen again.

In addition to the text, we will add to the template the tag “payment bug” and status “on hold”. This will help highlight such messages and sort them in one fell swoop.

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2. Manual rules.
After the bug is fixed, we create a rule based on our tag, which sends an email notification that the bug is defeated in an unequal fight.

Now we start the rule with one click and go to drink the deserved tea, because we have saved 30 minutes of manual labor.
Customers will appreciate the update and be sure to tell you about it.

Do you want a feature? I have them.

From the moment of launch, we receive requests for new features. In order not to keep in mind who asked us what we are talking about, we use tags for popular ideas as well as in the case of bugs.
As soon as we implemented the reports, we immediately notified the companies that needed them. In addition to active clients, we sent notifications also to those who refused to use Usedesk without reports. Not everyone returned on board, but we received +5 registrations thanks to this campaign. A simple way to help play a few customers. You make sure that customers receive important news for them, and they feel that their needs are not forgotten.

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After May we will be back with a description of the new useful functionality. Do not miss :)