How Fortifi can help improve your Customer Service Strategy

Businesses all around the globe are competing for customer loyalty and money. Good sales and marketing strategies will bring customers through your door but without an effective customers service strategy, customers are less likely to stay and return. A lot of customer service strategies start with well trained and positive staff, but giving them the tools to provide this service will allow them to be more proactive and efficient in the work they do. 
That is where Fortifi Support steps in. 
Ideal for any company size, from small teams to enterprise, Fortifi Support is a comprehensive software where automation and intelligent priorities help simplify work for your agents.

Support Tickets
Fortifi Support's comprehensive ticketing system is designed to handle all of your customer communications in a singular platform.

Growing businesses are always looking for ways to improve and through Fortifi’s details reporting system on data such as response times and customer satisfaction, you …

5 Effective Ways to Improve Your Business' Customer Service

Customer service is often viewed as the face of any company and your customer’s experience with your staff will be defined by the quality of support they receive. A successful company will have great customer relationships and still be constantly seeking opportunities to improve customer service. 

Here at Fortifi, we have identified a few tips to improve your customer service and gain customer loyalty.

1. Make first impressions count Whether the interaction is over the phone, by email or in-person, this initial meeting can set the tone for the entire customer experience. Correct first impressions should be a priority in your customer service strategy, whether that be achieved with techniques in personalisation, tone of voice, knowledge or responsiveness, the outcome of these judgements is vital to success in the customer journey. In a competitive market, that first good impression could be the the winning mark in your prospect's purchase decision process. 

2. Don’t hide behind digital…

5 Essential Factors to Consider When Choosing Your New CRM Solution

A customer relationship management (CRM) solution integrates various data sources to help businesses track every customer interaction and manage accounts. These interactions could include a visit to the company’s website, a telephone call, social media engagement or an email. The CRM software can also record detailed information on customer buyer behaviour including purchase history and preferences. It is designed to help maximise profits by using insights to take the right action on improving customer relationships. 

Deciding what CRM solution is right for your business can be an incredibly confusing and difficult task. To make things easier, we have compiled a list of 5 key factors to take into consideration to ensure you make the right decision.

1. Total cost of ownership

There is a wide variety of CRM solutions on the market with a range of the different pricing structures, so measuring total cost of ownership accurately can be difficult. There are a number of different factors that …

Knowledge Base gets a facelift

A well maintained and easy to use Knowledge Base is a great way to empower your customers to find answers on their own, and ease pressure on your support teams by reducing the incoming support emails and live chats.

We wanted to make viewing the Knowledge Base and maintaining it as quick and easy to achieve as possible so have updated our Knowledge Base feature.

Knowledge Base is now visible from within the Support section in Fortifi rather than being buried away in the Settings section: 

This will open on the view of the Employee Knowledge Base by default, and you will see a drop down in the top right allowing you to switch to viewing the Public Knowledge Base or the Affiliate Knowledge Base.

This will make things much clearer for your agents and administrators, being able to see each Knowledge Base visually represented and able to click through to each category as a user or customer would. The layout is also the same as our default Templates for the Support section so if you are still u…

Do you know your support hotspots?

Nobody wants to be waiting for a response to their support request, so staffing your support team to keep response times low is critical to ensuring customer happiness.

In light of this we have released a new report, allowing you to see when your chats and tickets are opened ensuring you allocate correct staffing levels for busy periods throughout the day.

Like all other Fortifi reports, it is possible to select any date range you like and filter down to specific criteria available.  From filtering by Brand right down to the browser a chat was launched in, or viewing only tickets opened by your customers using gmail.  We aim for all our reports to load in under 5 seconds with any date range or filters.

If you are interested in seeing this data for your business, get in touch with our sales team today:

Quick Replacements make communication personal and dynamic

Throughout Fortifi whether using the Messenger to send out Mailshots or Transactional emails such as Order Confirmed messages, or Support to provide Live Chat and Tickets to your customers, its important that the communication is personal to each customer.

We wanted to make this as quick and easy to achieve as possible so we have updated our Quick Replacements feature.

You will now see the Quick Replacement drop downs anywhere you need to enter some text which will make its way to a customer, from a Campaign Message to a reply in a Support Ticket:

Simply click where you want the Quick Replacement in the text, then click on a drop down and select the Quick Replacement you want to use.

There are many applications for Quick Replacements that should improve your efficiency. For instance you can quickly build a Canned Response which dynamically uses the Customers name and details, and pulls through the current Agents name, making a Live Chat greeting a one click process for your Agents:

Or cust…

Ticket Post Template

When replying to a Support Ticket there are some items you will always enter such as the customer name and your signature. To automate this and eliminate this repetitive typing we have created the Ticket Post Template.

To enable this browse to the Brand Settings and click on the Ticket Post Template under the Support section.

Enter all the information you would want on every Ticket Post to save your agents creating this each time they reply to a Support Ticket.

This template supports TWIG values allowing you to insert dynamic data such as the customer name, agent name etc.

You can also insert Images into this template using the Image button, for example you could provide the URL of your brand logo to automatically include it in all Ticket Posts. The Brand Logo Twig button will output the Logo URL into the Template content allowing you to copy this and then paste it into the Image URL field:

With this completed and saved it will appear in all Support Ticket reply posts for that Brand, allow…