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We live in the age of social media and messengers. New technologies dictate rules for good customer service. One such rule is to give customers an opportunity to contact you via their preferred communication channel.
Deskun makes it possible to concentrate the messages from various social networks and instant messengers in one place – your Gmail account. Right now Deskun supports Facebook, Telegram, Viber, Skype, Twitter and Vk.com. WhatsApp and Instagram support is coming soon.
Instead of switching between tabs and multiple apps, simply crack open the Deskun Control Panel, create a project, add the “Chat and messengers” channel, and link the necessary social media and messenger accounts. Deskun will put all the messages and comments from your customers together: you will find them in a chat window inside Gmail.
Dialogues from different messengers in one window.
There are some new handy features for efficient processing of conversations, such as: message templates for quick replies, sound notifications, notes for “behind the scenes” collaboration, assignment of conversations to a particular agent and manual client blocking.
Learn more about working with conversations using Deskun here.
Live chat is one of the most useful communication tools for businesses nowadays. According to statistics*, 58% of customers prefer to contact companies via an online chat. From now on, Deskun can add live chat widget to your website and work with clients’ messages inside the Gmail interface.
You can set the theme, color and location of the widget. Simply add the HTML-snippet for the live chat to multiple pages to have it displayed there.
Deskun provides you with automation options, such as automated chat opening and greeting messages to website visitors. Customize the way you treat customers! Let Deskun address your visitors formally or with that little pinch of good-spirited humor.
Your agents can easily chat with customers from within Gmail. Deskun ensures efficient processing of chat messages. Following features make this possible:
- messages templates for quick replies
- internal notes that are visible only to agents
- assignment of tasks to particular agents
- protection against spammers by manual spammer blocking
- sound notifications
- and much more
Learn more about processing live chat threads here.
*Forrester: Chat - Core To The Promise Of Effortless Service
We have been working hard for a few months, and now we are happy to introduce a large Deskun update. From today onward Deskun processes messages from multiple customer communication channels. Instant messengers, live chats, and emails can now be interacted with using only the Gmail UI.
- Live chat widget. You can add a live chat widget to your website, customize its appearance and layout on the page. Your agents will chat directly from within Gmail.
- Messengers. Deskun can now interact with popular instant messengers, where your customers can reach you: communities on Facebook, Twitter accounts, Telegram, Viber, and Skype bots. Customers contact you via their favorite messenger, and you respond to them from your Gmail account. No need to go live on Facebook anymore.
Learn how to connect messengers and set up a live chat for your website in the "Chats and Messengers" section on our Help page.
Due to significant changes in the system, we have altered some other things:
- "Queues" are now called "channels".
- Monthly prices are now shaped somewhat differently. We offed the unnecessarily complicated old system of agents, projects, and queues. Now you simply pay for the necessary number of agents ($2.99 per month) and channels ($1.99 per month). One support agent and one channel are forever free. Now you can quickly calculate your monthly budget using our detailed calculator. Monthly payments to Deskun are hence slightly increased on average. This change was necessary to ensure the high support and core code quality offered at the lowest price on the help desk market.
Deskun updates automatically, you don't need to worry about extra downloads of any sort. How to update Deskun manually.
We hope you will enjoy all new advantages the new update brings with it!
We are going to tell you about four free Deskun features that enhance Gmail standard functionality. These are email tracking, message templates, email scheduling, and snoozing (reminders). These functions automate routine processes. Get great time value for no money!1. Mailtracking
This is likely the most sought after feature missing in Gmail. With Deskun, mailtracking is enabled for all outgoing messages by default.
To check if an email has been read by the addressee, have a look at the "Sent" folder and find the eye icon next to the email. If the email has been opened, the icon is green. The icon is grey otherwise. The icon can be seen in an open message as well. When hovering over it, you can see the date and time the message was first read.
There are two new tabs in your "Sent" folder: one for read and one for unread messages.
2. Send later
This feature will help people who often work late, but consider it bad manners to send work-related emails after hours. With Deskun, you can compose an email and schedule it to be sent later at a desired time. "Later" is anything from 5 minutes to years (currently you still cannot send letters into the past - but, hey, who knows what comes next?). To use Send later, click the green clock icon on the message toolbar and specify desired time and date. After you click "Send", the email lands in "Drafts". In there you can edit it, change the time of sending or delete it altogether.
The "Snooze" feature will be helpful if you have a large inflow of mail. How does it work? Select any email, attach the snooze timer to it, and following the specified time period it will appear in your inbox as unread. To use this function, click the Deskun icon next to the email, select "Snooze", and set the desired date and time. The email can then be found in the "Deskun: Snooze" folder up until "waking up".
As an example, you need to get back to an important message from your client later, but you don’t want to lose it in a crowded inbox. Put down your pen and your sticky notes. Simply snooze the email; and after the specified time it will remind you of itself. The feature works for outgoing letters too. When composing an email, click the orange "Snooze" icon on the toolbar and choose when you want to be reminded of it.
You can even add optional conditions for un-snoozing the message:
- If not opened
- If no reply
4. Message templates
Message templates will be useful for processing your business and personal correspondence. You can create customer service or business proposal templates. The templates are created in the Deskun Control Panel under the "Message templates" tab.
To quickly access the template, click on the envelope icon on the toolbar and select the desired one from the list. The text will be loaded into the email body. You can customize it as you see fit. Using templates saves time (and energy)!
All these features of Deskun are available to you free of charge and without limitations. You can use them either within the larger suite of tools offered by Deskun; or simply on their own; and enjoy greater productivity!
One fundamental of personal and work productivity is setting specific objectives with measurable results. Smaller tasks are naturally more accessible to human comprehension and successful completion.
Experienced managers know about the Work Breakdown Structure and that each big task has to be divided into smaller parts; supplied with specific requirement lists. This process has been dubbed "decomposition". There is a handy "Checklists" feature in Deskun for this purpose.
Experienced managers know about the Work Breakdown Structure and that each big task needs decomposition (dividing into smaller parts) supplied with a list of specific requirements for work. There is a handy "Checklists" feature in Deskun for this purpose.
The correct decomposition principles are as follows:
- The subtask should logically flow out of the “mother” task. As an example, laying the basement foundations is part of building a house since basement is a part of the final result.
- The result of each subtask must be measurable and unique in the context of the task.
- Reporting on the results should be a separate subtask.
- The optimal time for subtask completion is no longer than 3 days. Therefore, the subtask "Build walls" is not a well-formulated one, since it takes more than 3 days to implement it.
Ways to use checklists in Deskun
Checklists in Deskun can be created along with new tickets or attached to already existing tickets.
1. Task management. You can specify one major task by creating a list of subtasks within a ticket or adding a list of work requirements.
Every change to the checklist item is recorded in ticket history. One important advantage of checklists is that successful execution of smaller tasks motivates workers with a sense of accomplishment.
2. Personal productivity. You can create to-do lists with Deskun. This is a great tool for sorting out multiple concurrent tasks. An average human holds 7±2 items in their short-term memory. It always pays off to get to that magic number! With Deskun you can create a "Weekly plan" ticket and add necessary subtasks as checklist items. Such lists can help you handle work and day-to-day tasks alike!
3. Get creative: you can note attendance at an event related to a ticket. All you need to do is to attach attendee names as checklist items.
Our team incessantly improves Deskun and churns out updates. We strive to fix identified bugs on the spot and add new features for our users.
The last Deskun update (184.108.40.206) includes the following changes:
- New feature: "Watch". You can "watch" a ticket and receive notifications related to it. Alternatively, you can unsubscribe from notifications related to a certain ticket.
- When processing clients’ emails in queues without attached mailboxes, agents are no longer included in To: or Cc: fields.
- Resolved style conflicts between Deskun and Keeping extensions.
- Fixed issue with Deskun performance for Windows XP OS under Chrome 49 (it is however recommended to upgrade the OS to the latest version or use Yandex.Browser instead).
- Fixed more bugs and improved overall stability.
Deskun updates automatically — you don't need to worry about extra downloads of any sort
When starting a new business, one of the first things to consider is what email service to choose for communication with customers and employees. When we created Deskun for specific internal needs of the company, all our employees used Gmail, so we decided to develop a ticket system based on this mail service.
We’d like to encourage other new businesses and startups to use Gmail as their primary email tool for business and work, and here are a few reasons.
- Powerful spam filters. Gmail is made to block and detect most of the suspicious or malicious messages before they even reach your Spam folder, let alone the Primary tab. Less spam in a mailbox means better focus on work and more attention to what is really important. Not to mention that you'll be protected from emails with viruses designed to steal data. For a personal account that might be not so critical, but for a business account such occurrences can cause material losses and undermine reputation.
- More than just email. Gmail can contribute greatly to productivity. This is a universal tool for communication on the job: in addition to email, there is instant messaging (IM), voice chat, and video chat. Google Drive enables you to share Spreadsheets and Documents from any device connected to Internet (with no effort). And Google Calendar will help you schedule important meetings and workshops.
- Ability to manage multiple mailboxes. You can easily switch between several email addresses with Gmail Labs “Multiple Inboxes” feature. Thus it’s easier to combine work and personal business accounts.
- Top-notch email features. Gmail has some great functions for more advanced users. These include: you can use an advanced search feature for emails, documents, and labels. Also, there are built-in canned responses, Undo send feature and the option to work with Gmail offline. Many users are still not satisfied and keep asking for more. For them, there is Deskun. Deskun enables you to use free features like scheduled sending, email tracking, message templates and email reminders (snooze). You can find out more here.
- Task management and customer support. More than 70%* of clients and employees still prefer email for business communications. If you use Gmail for business, you can launch customer support system or manage tasks inside a familiar interface using Deskun.
Of course, Gmail has its weak points. For example, once there was an issue when 500,000 users lost access to their accounts, and not all of them were recovered. Also, most Gmail applications (Spreadsheets, Docs, Calendar) require online access. Sudden problems with Internet connection might interfere with your regular workflow.
Anyway, there are advantages that matter much more, especially when using G Suite. 3 million companies** worldwide already use it for their corporate email. Unlike regular Gmail users, G Suite users are granted access to features such as: grouping email addresses, unlimited aliases (you can save a lot on them), 30 GB of cloud storage, a branded interface, and 24/7 customer support. And here you can find a step-by-step guide to using Gmail for business.
*Adestra: Consumer Usage and Digital Adoption
**Sundar Pichai, Google
Deskun is an affordable solution for efficient task management, built inside familiar Gmail interface. This software enables you to:
- Organize workgroups (called Channels here);
- Assign tasks to specific employees;
- Delegate responsibilities;
- Set deadlines for task completion;
- Create checklists (subtasks);
- Rank tasks by priority;
- Share notes and much more.
If you already have the Google Chrome extension installed, you can proceed with the configuration in the Deskun Control Panel.
Step 1. Create a channel for each company department
Let’s assume there are 3 departments in a company:
We will create a separate channel for every department to ensure efficient task distribution. If you have a small project or a startup, you can create a separate channel for each employee.
Click the "Create new project" button. Specify the name and save it. We recommend filling in the following: the name of the project = company name, channel name = department name.
Add the first channel by clicking the corresponding button, and choose "Task management".
Then invite agents -- department employees -- to the channel. Prior to doing this, enter their Gmail or G Suite addresses. These employees will be able to see new tasks in the current queue and create their own, delegate them to each other, share notes, etc. If necessary, you can provide extended access rights to an employee by assigning administrator rights to them.
To continue creating other channels, click the "Complete" button. Then create the channels for other departments by clicking the "Add channel" button.
When you are all set, you will see a structure like this in your Control Panel:
Now when you open Gmail, your project and channels will appear in a separate Deskun folder.
Step 2. Set a task
With Deskun, setting a task is as easy as sending an email. To create a task, click the New ticket button. You’ll see the "compose message" window with advanced options. Email subject is used to formulate the task, and the body to describe it in more detail. Let’s take a closer look at the new features:
You have five new opportunities for setting and concretizing the task.
- Choose the channel it is relevant to, i.e. the department.
- Indicate the priority of the task. By default, it is set to Common.
- If necessary, assign the task to a specific employee.
- Set the deadline.
- Create a checklist. It can be a list of subtasks or requirements for the task.
Step 3. Manage your workflow and monitor task execution
Your employees should also install the Deskun extension, and accept an invitation to the project. It will appear in Gmail interface. Along with a new task, your employee receives a notification. There’s an icon next to each channel showing the number of new tasks.
There’s an option to delegate the task to another employee. For example, you have created a ticket for the IT department chief. He can delegate it to any of his subordinates and decide for himself who will be responsible for task execution.
Task progress is displayed inside the ticket. Any deadline and priority changes, completing checklist items, leaving notes can all be done from within the ticket to ensure full transparency.
Managing tasks is even more convenient with Deskun features for Gmail
- Mailtracking. You’ve set a task, but there’s no reaction? Open the ticket and see if the employee has read it. If yes, the eye icon under the user picture will be green and gray if not. When you hover over the eye icon, you will see the date and time of reading. If the task was set for the entire department, Deskun will notify you every time the ticket is opened by anyone. Mailtracking for tickets in enabled by default.
- Message templates. This function will be useful when creating similar tasks, composing standard emails and answering typical customer requests. Templates are created in the Control Panel. Simply select the template when setting a new task, and complete it with the particulars.
- Send later. You can set any time to dispatch an email. This feature is convenient for sending reports among other things.
- The Snooze feature is made to remind yourself of important tasks when you can’t react to them right away. Attach a timer to any ticket, and after the set period later it will appear in the list marked as "new".
You can find out more about working with tickets in Deskun here.
There are lots of digital tools at the disposal of customer support departments. These serve to automate workflow as well as to precisely evaluate the quality of provided support.
Companies with a large flow of incoming requests have generally accepted KPIs (Key Performance Indicators) for support teams:
- Initial response speed
- Average resolution time
- Number of processed tickets by the period
- Successfully resolved tickets
- Tickets resolved by priority
- Customer complaints against an agent
- Individual customer service rating
Helpdesk solutions with built-in analytics can measure the average response time or the number of handled tickets per day, but these data do not answer the central question: Is your customer really happy? In the pursuit of the best scores, there is a risk to neglect the true customer concerns. In this article, we decided to gather the most important indicators that affect the client's happiness.
One of the most important metrics is how fast you react to new requests and how quickly you resolve them. According to research, 45% of users will cancel an online purchase if their question or comment is not handled promptly. For different communication channels, there is a different expected response time:
- For a phone call: 53% of customers expect an answer within 3 minutes.
- For email: the maximum allowed response time is 24-48 hours.
- For social networks: 42% of users expect a reply within an hour, 32% – within 30 minutes.
It is social media where response speed matters the most. Just let it sink in: customers are willing to pay up to 40% more to companies that respond in time on social media. We can tell from personal experience: if you mention a big company (e.g. your bank) in an angry tweet, they are likely to respond in 5 minutes, while you will be waiting for free operators on the line for hours. Failure to respond on social networks is unforgivable – it causes up to 15% of customers to leave said business, as the ruthless statistic claims.
A+ FOR EMPATHY
If the response speed can be measured quite accurately, the individual customer service rating is volatile and unstable. Studies confirm that response speed is not customers highest priority. It is much more important to be human and show empathy. If the client has a problem, listen to them carefully. Try to make your response more personal, speak the human language instead of template phrases, and you’ll have more chances to satisfy your customer. If the speedy support increases customer satisfaction sixfold, empathetic support does so ninefold.
Customer service rating is also based on how easy it is to get the help from the company. 55% of customers acknowledge that the easier it is to get support from the brand, the more likely they will fall in love with it. Want loyal customers? Make their lives easier. One of the first steps of building loyalty is to reduce the number of unnecessary actions for your clients. And the more channels of communication you provide to customers, the better for you. For example, today 58% of users want to contact support services via online chat. And 91% would rather use the knowledge base before contacting technical support.
INVESTING IN LOYALTY
The percentage of successfully resolved tickets directly affects customer satisfaction and your profits. Satisfied customers are likely to spread the word to their friends and colleagues. It is estimated that 1 happy customer equals 9 referral links. In addition, the probability of making money with existing customers is much greater than with new ones – 70% against 20%. Increasing the retention rate by only 5% can increase profits by 95%.
We can assure you: any of your investments in customer service will pay off in full. It was estimated that 86% of users are willing to pay more for excellent service. On average, the customer is willing to pay 2.4 times more to companies that provide top-notch service and support.
Customer complaints are an alarming signal, and it's even more serious than one might expect. As a rule, one unhappy client with a complaint means there are another 26 dissatisfied clients who remained silent. This is how we are: we share negative news and experience more willingly than positive ones. On average, 1 dissatisfied customer tells about their negative feedback to 16 people.
82% of customers stop using company products or services after a negative experience with their support team, and 59% of users would try the product of a competitor in search of better customer service. If these numbers don’t terrify you, your customer support team probably works like a charm.
One of the above-mentioned metrics is the percentage of successfully resolved tickets. It is very important. Have you successfully closed 12 tickets? Nice job. The same time and effort will be needed to make amends for only one negative incident. If you really screw up, you must apologize. In 74% of cases a sincere apology and successful problem resolution lead to customer satisfaction (2 times more so than without any apology).
CARROT vs. STICK
Your support team also needs care! Provide support agents with all the necessary tools, spare no time for their training and preparation. The first way to enhance your support team performance is an extensive and understandable knowledge base. We already mentioned that the vast majority of users (91%) will first try to find a solution to the problem themselves. Another key to success is automation. Use automatic responses, ready-made templates that can be quickly edited and customised, automation rules, etc. Even for a small team of 3 agents, automation saves 25 business days per year. Finally, provide the right motivation. Someone likes the "carrot and stick" approach, but here is an unbiased statistic: 81% of employees are better motivated by recognition of their work and its value, while only 37% of people are driven by fear of losing a job.
Measuring the KPIs of your support team is not superfluous, but it's not worth only digesting the numbers. Encourage your team, respect your customers, and you will hit it big time with loyalty and profits.
Here is the list of sources to this article.
Our team works on Deskun improvements and updates non-stop. We push for fixing all bugs identified on the spot and adding new features for our users.
Current Deskun update (220.127.116.11) includes the following changes:
- Important tickets and tasks can now be pinned to the top of the list of tickets.
- You can now add checklists for tasks and tickets. Don't miss a single thing! You can find out more about checklists here.
- "Sent" folder now contains two additional pages for mail tracking — one for the tracked mail that has already been read and one for the yet unread mail.
- You can now mark tickets as unread and reset their "new" status without opening them. Just right-click on the ticket and choose "Mark as unread".
- Tickets from your coworkers can now be opened much faster after their creation.
- Fixed some ticket display bugs while navigating in the preview panel mode.
- Fixed more bugs and improved overall stability.
Deskun updates automatically — you don't need to worry about extra downloads of any sort.