Membee’s Help Desk Receives High Praise From Users
We are driven to make Membee the best. The focus in this process often revolves around new features and enhancements which easily grab the spotlight by consuming available blog space, Twitter,and Facebook posts. After all, who doesn’t like a new feature? Everyone likes new features! Whether a Membee feature is old or new, large or …
We are driven to make Membee the best. The focus in this process often revolves around new features and enhancements which easily grab the spotlight by consuming available blog space, Twitter,and Facebook posts. After all, who doesn’t like a new feature? Everyone likes new features!
Whether a Membee feature is old or new, large or small, putting the feature to work for you and your members is the most important part of the process. To us, the true key to being the “best” lies in the tools and resources we use to help Membee’s thousands of users employ as much of Membee as makes sense for their organization. We feel our role is to consistently help Membee users be better today than they were yesterday.
The Numbers Are In!
In late April, we activated a new customer satisfaction rating feature in Membee’s Help Desk that sent an email to any user who had submitted a question and asked the user to rate our service. It is a simple rating asking the user to rate their experience as “good” or “bad” and to provide a comment if they like.
The feature has been working for a couple of months now and we were curious to know how Membee’s Help Desk stacked up against others. We asked the makers of Membee’s help system, Zendesk (see Epilogue: About Zendesk below) for some stats on how their clients’ Help Desks were being rated.
Zendesk provided two great stats to compare Membee’s Help Desk to. First, they provided the average of all of their client companies who had activated the customer satisfaction rating feature and for those companies, 85% of the time their users rated their experience as “good”. Second, they provided the rating for their own help desk (we used Zendesk’s help desk as recently as late last week) where their users provided a “good” rating 94% of the time.
How Ratings Make Us Better
There’s no doubt that everyone inside the “hive” is walking a little taller seeing how we stack up and we always enjoy reading feedback like:
“The quality of support that I receive is always superior and very detailed in a way that I understand it. Thank you, again.” JC – June 30, 2011
Remembering our goal of being the best, perhaps the greatest attribute of this new customer satisfaction rating feature is what happens when a rating is “bad”. Here is what we do when a “bad” rating is received:
- Built-in functionality in the help desk immediately alerts a team of senior Membee staffers
- In every instance, a member of that senior team follows-up personally with the user who provided the rating so we can:
- Gain greater understanding into where we failed to measure up
- Use that feedback to provide team member coaching and revision to support materials to improve effectiveness
Thanks for Taking the Time!
Finally, we know Membee users are busy people and we wanted to extend a heartfelt “THANK YOU!” to the users who take a few seconds to rate our service. We especially want to thank the users who took a little extra time to provide feedback when the user felt we didn’t measure up. While we’ve only received a handful of negative ratings so far, in every instance, the user took the time to articulate how the experience could be better for them.
Their thoughts and feedback are a gift to us because they help us to achieve our goal – to make Membee the best!
By the way, if you would like to learn more about how Membee’s support services go far beyond its Help Desk and how you can get information and updates about Membee automatically check out “Bee as Great as You Can Bee! How we keep you informed, supported, and moving ahead in Membee” – have your Membee username and password handy.
Epilogue: About Zendesk
Zendesk is the leading provider of proven, cloud-based help desk software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 10,000 Zendesk customers, including Adobe, MSNBC, Sony, OpenTable and Groupon, trust Zendesk with their most valuable assets, their customers, partners, and employees.
Groupon processes 15,000+ user inquires through Zendesk each day.