Wizard Systems

Effortless Customer Service With Freshdesk

At Wizard Systems, we understand that providing exceptional customer support is critical for any business. That's why we highly recommend Freshdesk as a powerful, user-friendly solution for managing all your service requests and communications.

As a leading provider of Freshdesk's customer service software, we can attest to how intuitive and efficient the platform is for both service teams and customers. Let's walk through just how simple it is to start using Freshdesk to log issues and get resolutions quickly:

For Your Service Team
Freshdesk makes it easy to centralize all customer queries and issues into one organized ticketing system. Every new request is automatically captured and converted into a ticket, whether it comes in via email, your website, phone, chat, or other channels.

Tickets are then prioritized and routed to the appropriate agent or group with automatic assignments and notifications. Your team can view and update ticket status, comment threads, related customer information, and more - all from a clean, intuitive interface.

Freshdesk also provides customizable out-of-the-box service automations and a convenient self-service knowledge base to deflect repetitive requests.

For Your Customers
The true beauty of Freshdesk lies in how easy it makes initiating support requests from the customer's side. They can log a detailed ticket in just a few clicks right from your product/service or website.

Customers can attach screenshots, files, screencasts etc to provide full context around their issue. They'll receive an instant notification that their request has been received and be able to view updates as the ticket status changes.

Customers also gain access to your self-service knowledge base where they may be able to quickly find solutions to common issues without needing to log a request.

By providing Freshdesk's modern service experience, you create a smooth, effortless process for customers to get the help and attention they need. This elevates satisfaction and builds lasting loyalty.

See For Yourself
Don't take our word for it - we encourage you to try out Freshdesk's free trial and experience just how simple it is to log issues, manage tickets, and delight your customers. Our team is also happy to provide a personalized demo and discuss solutions tailored for your business needs.

Reach out today to learn more about leveraging the power of Freshdesk! Exceptional customer service has never been easier.

Think outside the box: Innovative uses of Case Records in a CRM system

The cases or tickets feature in a CRM solution can be utilised in several innovative ways beyond just tracking customer service. Here are some suggestions to extend the use of a CRM system:

1. Internal Project Management: Cases can be used to track internal projects, tasks, and initiatives within the organisation. Each case can represent a project, with details such as project description, due dates, assigned team members, and progress updates.  Very useful if you don't want to go to full Project Management.

2. Employee Onboarding and Offboarding: Cases can be created for new employee onboarding processes, ensuring that all necessary steps, such as setting up accounts, providing training, and assigning equipment, are completed. Similarly, cases can be used for offboarding processes when an employee leaves the company.

3. IT Support and Incident Management: The cases feature can be used as an IT helpdesk system for employees to report technical issues or request support. Cases can be assigned to IT staff, and resolution times can be tracked.  Great if you have a small IT team and they don't need an ITIL type solution.

4. Facilities Management: Cases can be utilised for managing facilities-related requests, such as maintenance, repairs, or office supply orders. Employees can submit cases, and the facilities team can track and prioritise the requests.

5. Legal and Compliance Tracking: For organisations with legal or compliance departments, cases can be used to track and manage legal matters, regulatory compliance issues, or internal investigations.

6. Event Planning and Coordination: Cases can be created for organising and coordinating internal or external events, such as conferences, seminars, or team-building activities. Tasks, timelines, and responsibilities can be assigned and tracked within each case.

7. Knowledge Base and FAQ Management: The cases feature can be used to capture frequently asked questions (FAQs) or create a knowledge base. Employees or customers can submit cases, and responses can be documented and made available for future reference.

8. Product or Service Feedback and Improvement: Cases can be used to gather feedback from customers or employees on products or services. This feedback can be analysed and used for continuous improvement initiatives.

9. Training and Certification Management: Cases can be created for tracking employee training and certifications, ensuring that necessary training is completed and certifications are up-to-date.

10. Change Request Management: For organisations that need to manage changes to systems, processes, or policies, cases can be used to document and approve change requests, ensuring proper review and approval processes are followed.

By leveraging the cases feature creatively, organisations can streamline various internal processes, improve collaboration, and enhance overall efficiency across multiple departments and functions.

Stay Ahead of the Game with Freshsales Email Notifications

In the fast-paced world of sales, every opportunity is crucial. Missing a vital lead or failing to follow up on a promising prospect can cost you dearly. That's why utilising the power of email notifications from your Customer Relationship Management (CRM) system is a game-changer. Freshsales, a leading CRM solution, offers a robust set of email notification features that can keep you informed and engaged with your sales pipeline, ensuring you never miss a trick.

1. Never Let a Lead Slip Through the Cracks
With Freshsales' email notifications, you'll receive real-time alerts whenever a new lead is captured through your website, social media, or any other source. This instantaneous notification allows you to respond promptly, increasing your chances of engaging with the lead while their interest is still hot.

2. Stay in the Loop About Critical Updates
Whether it's a change in a deal stage, a task due date, or a note added by a team member, Freshsales' email notifications keep you informed. By staying up-to-date about these critical updates, you can prioritise your actions and respond accordingly, ensuring seamless collaboration and timely follow-ups.

3. Automate Reminders for Follow-ups
Forgetting to follow up on a promising lead or an ongoing deal can be detrimental to your sales success. Freshsales' email notifications can be configured to send you reminders for upcoming tasks, appointments, or any other follow-up actions you need to take. This automated system acts as your personal assistant, ensuring you never drop the ball on important opportunities.

4. Customise Notifications to Suit Your Needs
One size doesn't fit all when it comes to email notifications. Freshsales allows you to customise your notification settings based on your preferences and workflow. You can choose to receive notifications for specific events, filter them by priority, or even set up rules to ensure you only receive the most relevant updates.

5. Access Notifications on the Move
In today's mobile-driven world, being tied to your desk is no longer a necessity. Freshsales' email notifications can be delivered directly to your mobile device, allowing you to stay informed and take action regardless of your location. This level of accessibility ensures that you can seise opportunities as they arise, even when you're on the go.

By leveraging the power of Freshsales' email notifications, you can streamline your sales processes, enhance your responsiveness, and ultimately, close more deals. Staying informed and engaged with your sales pipeline has never been easier. Embrace this powerful feature and watch your sales performance soar to new heights.

Coming to a screen near you - Boost Customer Satisfaction with Freshdesk Support Software

We are pleased to announce we have partnered with Freshdesk to leverage their advanced customer support software. Freshdesk provides a robust set of tools to help our team deliver faster, more effective customer service.

With Freshdesk, agents can support customers across multiple channels like email, phone, chat, and social media through a unified inbox. This gives customers the convenience to reach us through their preferred medium.

Other key features we're excited about:

• Ticket management - Easily track and prioritize customer inquiries with custom views and SLAs
• Knowledge base - Reduce repeats with self-service support resources
• Automation - Deflect common queries and streamline workflows with built-in automation
• Reporting - Gain insights into response times, agent performance, and satisfaction
• Mobile access - Manage tickets on-the-go with native mobile apps
• Integrations - Connect with the tools we already use like CRM, billing and more

By implementing Freshdesk, we aim to lower response times, improve CSAT scores, and resolve more tickets on the first contact. This will result in higher customer retention and loyalty. Our agents are excited about Freshdesk's modern interface that will make their jobs easier.

We look forward to leveraging the power of Freshdesk to deliver faster, more personalized customer support. Get in touch to learn more about how Freshdesk can transform your support operations.

 

Businesses: Use this time effectively. 9 TOP Tips

We are living in exceptional times.  We don’t know how long this situation is going to last.  One month, 2 months, 3 months.  Who knows?  One thing is certain, we will come through this and businesses still need to operate and stay afloat right now, so that when we are on the other side of the crisis, we can take full advantage of surely the positive upturn in business opportunities.

What do we do in the meantime?  You and your colleagues may well be at their home locations, observing social distancing and the restrictions on movement in your region.  We can’t just vegetate and sit and watch Netflix all day.  We have to keep our business going, support your customers and prepare for the new start.

So, what strategies can we put in place?

1. Keep supporting your customers and clients. Depending on what market sector you are in, there maybe little chance of selling.  However, it’s critical we support our customers. Do you have a system right now to manage your customer support activity – to easily and sometimes automatically manage and track interactions by email, your website, twitter, facebook, etc?  If not, or you want to review how you manage customer support, contact us at Wizard Systems.  We have some great solutions.  Low in cost and you can start using them right now!
2. Keep up the communications and messaging. If anything, we should be ramping up the level of communications by email, webcasts and social media.  Your CRM system may have a built-in email marketing feature or may link with popular systems like MailChimp.  You have to get the message out that you are still there, and you’re available for support.  Be OMNIPRESENT - depending on your market sector and the demographics of your audience, use email, your website, twitter, YouTube, vimeo, twitch, facebook, instagram, pinterest, messenger, and whatsapp to extend your reach and messages.
3. Who is on your site right now?  Following on from communications, use website tracking tools like Gator Leads (available through Wizard Systems), Pop up windows on your website and website chat widgets to help start new relationships and maintain existing ones.
4. How big is your list?  - How many subscribers do you have on your various platforms - paid or fee.  So, for example, how many subscribers do you have on your email mailing list?  Work now on building that list and work on retentions.  It's useful now and going forwards when things get back to some normality. 
5. Use the ‘downtime’ as a chance to learn more about the systems you use in your business. So please contact Wizard Systems (sorry about the plug!) about our CRM solutions and the different training options we have for online classes and online workshops, with video support.  No need to travel of course and we can handle many attendees at once.
6. Keep your CRM and other critical applications maintained and up to date. The last thing you want is that when things get better and you access your systems, you start getting issues for whatever reason.  SO, make sure you’re on the latest versions.  Keep up to date and don’t let your maintenance and support contracts lapse or expire.
7. Are your systems non-cloud, i.e. installed on your PC or Network? Get them in the cloud to make them easily accessible in a secure way. We have a great solution at Wizard Systems to do this.  It’s easier than you think.
8. Automated Responses: What if a customer contacts you, say via email, and for whatever reason you don’t have the resource to respond.  Many systems now have ‘automations’ and ‘workflow’ to record these interactions and perform some automated steps for the response – e.g. send an acknowledgment message back to the customer and send an alert to an employee.
9. Try new systems.  Got some spare time?  Why not take out a trial or demo of new systems and add ons to your existing systems.  Wizard Systems can help you!

Stay safe.

How Sage CRM can be used for improving customer service

Great new video on how Sage CRM can be used for improving Customer Service:

 

 

Wizard Systems announces release of HEAT Service Management 7.2.1

Wizard Systems is pleased to announce the general availability of HEAT Service Management 7.2.1. This is a stabilization release that includes over 60 customer issues and the following enhancements:

- Reduce serialization of database access thus improving performance during load
- Detection and prompt message in Self-Service when lower version of IT browser is used.

For more information on HEAT or how to download the updates, please contact Wizard Systems.

 

Wizard Systems announce release of HEAT 9.6 Service & Support Solution

HEAT 9.6 Release Delivers Major Enhancements Including Mobile Field Support and a Web-Based Managers Monitor
 
"Field service reps need access to ITSM applications from wherever they are at whatever time a support issue arises," said Dennis Callaghan, senior enterprise software analyst at 451Research. "Delivering this anytime, anywhere help desk access to end users can quickly and efficiently reduce mean time to resolution. FrontRange remains an innovative player in the IT service management market, with products that meet market needs and match the latest end user trends."

HEAT Mobile Field Service

HEAT Mobile Field Service provides a powerful mobile interface for iPhone and iPad devices, offering access to relevant assignments, assets, incidents, customer data and data-logging functionality. This provides agents in the field complete service desk functionality resulting in streamlined workflows and faster reported time to resolution. With the immediate access to the information, service agents become more agile and can respond to inquiries faster. HEAT Mobile Field Service also supports instant data logging which means service calls are logged as they occur. Consequently, incident reports are more accurate and complete, providing support personnel credit for every service call they close.

Faster service delivery is another benefit of HEAT Mobile Field Service. Because service calls start sooner, incidents are resolved faster allowing support teams to meet the most aggressive service expectations and service level agreements.

HEAT Managers Monitor

HEAT Mangers Monitor is a web-based dashboard reporting tool that delivers at-a-glance insights into the health and performance of the service desk. This new functionality provides managers and executives with anytime, anywhere access to role-based, specific information, using a multitude of browsers. The interactive, threshold-based dashboards also allow managers to monitor performance indicators as well as perform basic analytical tasks by drilling down into the underlying HEAT data. The simple drag and drop user interface for customizing and creating dashboards also allows end users to quickly construct their own reports.

"FrontRange is committed to continuing to deliver world-class help desk solutions to our customers and prospects as well as providing them with a seamless migration up the service management Maturity Curve," said Udo Waibel, chief technology officer at FrontRange. "We are excited to deliver the most advanced solutions to the market and provide our customers with the solutions needed to stay on top of current trends and market standards. Mobile Field Service allows technicians to take the office with them wherever they go transforming the IT service delivery model,”

HEAT Help Desk 9.6 is now generally available. For more information contact Wizard Systems.

 

HEAT Service & Support software version 9.5.4 released with improved product stability and quality

The Wizard Systems HEAT team is pleased to announce the release of HEAT 9.5.4.

As with all HEAT service packs, the biggest driver for HEAT 9.5.4 is product quality. This release contains over 40 fixed issues for improved product stability and quality in areas such as HEAT Self- Service, HEAT Messaging Center and other key product areas. For a more detailed description of the improvements made HEAT 9.5.4, Wizard Systems have a comprehensive document covering what's in this release and how to install it.

If you have any questions regarding this release, or would like us to install HEAT for you, or anything HEAT related please contact Wizard Systems on 01454 316800.

 

Sending out automatic surveys and how to gauge Customer Satisfaction

Staying in touch with customers is a difficult task for those charged with delivering customer service, and it's not always easy on a busy help desk to get feedback on how your customers perceive you are performing.  The HEAT Survey module offers an easy way to monitor how well the team is perceived and help identify opportunities to make improvements or change processes.  This helps lead to happier and more productive customers – and can even reduce the overall cost of service delivery.

HEAT Survey is a web-based solution designed to enable service organisations to quickly create, host and populate surveys across the enterprise – helping managers track user responses to individual topics or gauge the overall level of customer satisfaction.  Surveys are sent automatically by the HEAT system.

Responses from surveys taken using the HEAT module can then be linked to corresponding call records, creating a strong paper trail of issues and helping the service team to analyse issues and implement improvements moving forward. The HEAT Surveys can be initiated on an individual customer support issue using various sampling methodologies or can be performed across the entire customer base on a periodic basis. 

HEAT also comes with a number of reports to allow the manager to get an overview of those survey by User, Customer or even type of call.

For more information on how HEAT can transform your customer service or if you're already a HEAT user and want to know how to use the Survey Module, contact Wizard Systems.