At Teamwork.com, we deal with customer enquiries around the clock; every minute of every single day – we love hearing from our customers. How we treat support within our company has been at the core of Teamwork.com’s success, with happy customers referring friends and other businesses to us. Happy customers lead to happy team members which leads to business success. Fact.
When we started building Teamwork Project Manager, it was a response to not being able to find a good tool for managing all the work going on within our business. As we’ve grown and added millions of users to the platform, we’ve had to take the same long hard look at how we manage our support process and, once again, nothing out there seemed to have the same focus on customer happiness that our support team wanted.
Introducing Teamwork Desk.
True help desk happiness by Teamwork.com
Genuinely customer-centric companies put support and customer happiness at the core of their business. And that’s what we’ve built Teamwork Desk to do.
When you go back and look at the concept of support, it’s pretty straightforward – a customer has a problem and contacts you, the company, to fix it. Of course, as time goes on, and you get more and more support requests, they start eating into your time, so naturally you start to automate whatever you can for ease and simplicity.
The problem is that it’s a slippery slope and suddenly what were once one-on-one conversations between you and your customer are now automated tickets that take the emotion out of the support equation. Let’s remember what’s truly important, the customer wants the support process to be fast, easy, and efficient so that they can go back to whatever they were doing before the problem interrupted them.
Teamwork Desk hits the reset button on help desk software and goes back to putting customer happiness at the center of every business. We’ve built a brand new product, from the first line of code up, designed to deliver happy customers and happy users. It’s about getting customer problems fixed. It’s about solving problems faster. It’s about running a productive support team and business. It’s about getting stuff done.
First of all, we’ve done away with one of the primary killers – per agent pricing. By limiting the number of people within your organization that can deal with support enquiries, you’re automatically introducing support blockers. If a customer has a query about your mobile app, shouldn’t it be easy to get that answered by the guy who developed the app? In a modern customer-centric company, customer happiness is every employee’s responsibility, everyone should be on the frontline, helping customers. With unlimited users on every Teamwork Desk account, customer happiness can be everyone’s job.
Secondly, we’ve created a platform from start to finish that’s completely focused on the customer and ensuring that the right person is handling their enquiry. We’ve made it easy for you to assign tickets to the right people, leave notes for them to read, see what’s happened so far with any particular ticket, and measuring how happy they were with the response. Tracking customers that need a follow up is simple and maintaining back and forth conversations with specific customers is a piece of cake. Managing multiple support inboxes is easy no matter how big or small your team is. From a management perspective, we’ve built in a whole new level of reporting, designed to give the real answers that you want, instead of boring, empty statistics.
Thirdly, we’ve included a great new way to manage your support documentation and FAQs, all from within Teamwork Desk. Developed a brand new, custom-branded support hub for your business (we’ll even include a XYZ.helpdocs.com URL for you, if you want) that can cover the more basic inquiries a customer might have that’s so unbelievably easy for your staff to keep updated.
And last, but definitely not least, for those of you already part of the Teamwork.com family, Teamwork Desk directly integrates with Teamwork Projects (our new name for Teamwork Project Manager) so problems that are identified in support requests can be instantly actioned as tasks for the right people within TeamworkProjects. Those pesky billing enquiries? – Assign them straight off to the accounting department, reports of software bugs? – Add them straight to the bugs list. The connection between TeamworkDesk and TeamworkProjects is massively powerful from a business productivity perspective. Wait until you see it in action!
We’re really proud of the technology behind Teamwork Desk, a brand new technology stack that uses bleeding edge software design to create a beautiful, lightning fast, responsive product to ensure that it’s a pleasure for anyone to use. It’s also a dream to build on, so we’ll be adding frequent features and improvements over time.
We’ve used Teamwork Desk internally at Teamwork.com for a long time now to deliver customer happiness, now it’s time to share it with the world. It’s available from today and completely free to try.