High on the agenda at Casengo

Why we rebuilt Casengo

I am glad to inform you that we’ve almost completed the roll-out of Casengo Next. We’ve introduced a new interface and design, improved functionalities and are now working with a new architecture.

Almost each detail (from features to buttons) has been turned over by our top developers (Ivan, Daniel, Chris 1 and Chris 2), our first in-house designer ever (Thomas) and our brand new UX guy Ernst. Casengo, I’m glad to say, has grown up.

Casengo is now three years old. That in itself is quite an achievement for a small company that started its journey in a gloomy suburb of Amsterdam. After moving to a bright town house overlooking the Emperor’s Canal (Keizersgracht), we got back-up by henQ Investments, both in terms of money and of commercial expertise.

From 1.0 to Next

Casengo’s previous version was a fine one, with its retro look and feel. It ran, however, on an architecture that wasn’t quite as flexible as we’d hoped when we started building it in 2012. And disappointing our users wasn’t part of the plan.

When a couple of users kept asking for the same features and we just couldn’t grant their wishes, we knew it was time for a big change. Mid 2014, we started building a new version. Casengo Next was made available to new sign-ups in December and is now available to everyone.

Before & After

What’s new

Casengo Next has a flat design, allowing us to make certain functionalities more intuitive than before. We moved all the productivity functionalities (case status, tags, attributes) to the right panel, which is now expandable.

Case view

The left side is now reserved for contact-related information, giving the app a much more intuitive flow. It’s easier to add quick replies (s), invite others to join the conversation, and even forward entire conversations or parts of it to third parties.

Casengo Next screenshots

All of our users will benefit from these changes, but larger teams – who end up working on cases together – will really feel the difference. We improved the notification system, adding desktop notifications, improving responsiveness and performance.

Next in Next

We’re now working hard on taking internal collaboration to another next level. You’ll soon get notifications each time a colleague updates a case you were working on. We’ll add mass actions within the inbox. The knowlegde base is also getting a make-over. Stay tuned - and do let us know (feedback@casengo.com) what you think of Casengo Next. Cheers!

Main cause of negative reviews? Poor customer service! [infographic]

Nobody in his right mind will deny that awesome customer service and happy customers have a positive impact on revenue and conversion. As our customer service and helpdesk software is mostly used by e-commerce customers, we decided to do some research. We built a tool to grab reviews off the internet.

Whilst reading a sample of these 1 million reviews, we noticed the difference in length: negative reviews turned out to be 2.5 times longer than positive ones. We proceeded to analyse 46.000 of these negative reviews on keywords to understand what customers were mainly complaining about.

What bothers unhappy reviewers?

The most basic purpose of an online store is a simple one: getting the products delivered. Not surprisingly, slow deliveries led to the largest chunk of negative reviews (18.4%).

But that poor customer service bothered these customers just as often, did come as somewhat of a surprise. People email or call only when things (almost) go wrong, which means that most e-customers  shouldn’t even have to deal with customer service. Yet 18.4% of unhappy reviewers raised the matter of poor customer service.

Check out our infographic below for the full top 10o of reasons for negative reviews.

“Never again!”

1 in 15 unhappy customers wrote they’d never come back and/or specifically warned other consumers not to buy at the online store they reviewed. Which is shocking, as other research suggests that only 1 in 10 customers actually complain. And although 1 in 15 explicitly writes this, it only makes sense that many more of them do not plan to ever come back again.

So why is it that these customers explicitly write they have had enough of it?

Poor customer service through email: #1 reason for runaway customers

1 in 4 reviewers mentioned poor customer service. Responding to emails slowly or not at all, or being hard to reach by phone, turned out to be fatal.

Half of the remarks about customer service are about being hard to reach, of which 84% about email. This makes sense: e-commerce customers like the ease of email. Just like ordering online, this takes them the least amount of time.

Late delivery obviously still scored high as a deal-breaker, but apparently people can somewhat understand a late delivery - unless they also have to deal with poor customer service. Then they're a lot less forgiving. They just want their problem to be solved!

You can find the entire press release, including the infographic cut up in bits and pieces (for easy copy-paste handiwork), in our online pressroom.

Casengo: the first customer service platform with WhatsApp!

UPDATE 7pm: WE DID IT!! Find proof on YouTube.

UPDATE February 3rd: PRESS RELEASE including screen shots.

‘Ok, let's go for it! I'll be ordering pizza. The 24 hours start... now.’ We're in the middle of the Casengo WhatsApp Hackathon. In a very short time, we want to prove it's possible: producing a prototype of the WhatsApp integration for Casengo.

Customer service is about being wherever your customers are. As in: on WhatsApp. How great would it be to be right there in their WhatsApp list? A devoted company amongst friends! But WhatsApp, being extremely closed, refuses to cooperate with third parties. So far, not one multichannel customer service platform managed to truly integrate the free messaging service. High time for some old-fashioned hacking! Love it.

A two-way conversation

We're about 15 hours in the hackathon now. Our R&D team almost pulled it off! They managed to send WhatsApp messages from their smartphone straight into the Casengo team inbox. Each new contact through WhatsApp now turns into a customer case within our application. Now they're trying to find a way back to their smartphones. But they're moving in the right direction: the customer's direction. As soon as we establish two-way contact (probably around beer o'clock), we'll show you some proof on this website. Stay tuned for a little movie!

Getting dark... Beer, pizza, and code!

UX guy Ernst really needed that pizza.


3 ways to adapt your customer service to the relationship economy

2015 is off to a shaky start for UK businesses with the release of a new report from the Institute of Customer Service (ICS). This independent membership body publishes the UK Customer Satisfaction Index twice each year.

The latest edition of the Index, aiming to help businesses improve their customers’ experiences along with their business performance, is not good news: overall satisfaction has dropped over the past year and is now lower than at any point since January 2010. The CEO of the ICS reckons UK companies are struggling to keep up with changes to the economy, as it switches from a transactional economy to a relationship economy.

Customers used to be concerned only about the price they were paying and the product they were getting in return. But over the past five years, rapid technological changes have had a massive impact on the way we conduct business. We are now able – and expect – to share our opinions on the companies we buy from, and to enter into a dialogue with them. But most businesses are just not ready for this. Is yours? Customer service change

Customer service change #1 – Value (speed and reliability) beats price

Under the transactional model, it was all about competition: businesses competed on price. Many products and services were essentially the same (thanks in part to market research which told companies “what customers want”). It became a race to the bottom to see which businesses could provide the lowest price without actually going bust.

While price is still an important factor in decision-making, there’s another important differentiator at play in the relationship economy: value. With customers being increasingly value-conscious, decision-making is based not merely on dollars (or pounds or euros), but on factors like customer service. Time is fairly limited for most of us, so it makes little sense to stay with a business which has low prices but an unreliable product, service or delivery method, or which has such poor customer service that it takes up time sorting out administrative or other problems.

Adapting your customer service: Casengo’s email management system allows businesses to keep on top of all their electronic communications using just one inbox. Whether you’re monitoring social media or dealing with incoming queries, compliments or even complaints, it’s all there in the one place. Better customer service = less time wasted = better value for money. And more brand loyalty.

Customer service change #2 – Monologue to dialogue

Anyone older than five years of age has grown up in an environment where brands held a monologue. They talked to us, and we listened (or not) – but we didn’t reply. Unless we were angry or enthusiastic enough to send an old-fashioned snail mail letter to a company, we were preached to and that was that.

That’s how it worked when radio or tv ads were the only way to communicate to the general public. Now we have the internet, and more specifically, social media. If you are not yet holding a two-way discussion with your customers, you’d better get started pretty quickly.

Adapting your customer service: Casengo’s hybrid chat feature makes it easy to communicate with your customers at the pace that suits them (and you). Not only can they respond to you easily, but the communication can even be a live discussion if you’re both online at the same time. The great thing about hybrid chat is that you can chat when you’re working – no more rapid email back-and-forth with subject lines beginning re: re: re: re: re: – but when you’re not, the client’s message is simply treated as an email and goes straight to your inbox. No ‘sorry, live chat is currently unavailable’ note on your website, just a simple yet versatile tool combining the best of both email and chat.

Customer service change #3 – Collaboration over competition

Nowadays, doing business is not a zero-sum game. You can often improve your company by collaborating with other businesses. Consider companies like Coca-Cola and Heinz, which worked together on packaging, or Evernote and Moleskine and their Smart Notebook. Working together with your so-called ‘competitors’ can create win-win situations where both businesses multiply the possibilities available to them and come up with new products and services which would not otherwise have existed.

If you stay in the old-fashioned transactional economy, you’ll find yourself left behind as your offering becomes harder and harder to distinguish from the other businesses who are differentiated only by price. In the meantime, collaborative companies will be creating the goods and services that today’s consumers want to spend their money on.

Adapting your customer service: Casengo makes both external and internal collaboration super-easy. You can add notes to update a case if you speak to a client on the phone or, say, a package is returned as undeliverable. That means that your colleagues have always got all the info they need, all in one place. So all team members can be kept up to speed on the situation, all the time. And if you need help from someone who doesn’t use Casengo (the IT contractor who set up the back-end for your credit card payments, let’s say), collaboration is just as simple. With a simple invitation she can automatically see the entire conversation so far, allowing her to give a rapid reply. Problem solved quickly = more happy customers!

While a blog post can’t possibly cover what you need to know in order to make the change from transactional to relationship-oriented, it can at least emphasise that you need to get started. With just one inbox for all your incoming communications, Casengo’s customer service software makes it easier to keep on top of your social media discussions while providing speedy email support too. If your business (UK-based or not) is still stuck in the early years of the 21st century, take these new ICS results as a warning sign that you’re falling behind the times. Why not vow to join the conversation, get yourself up to speed on what customers expect from you, and you’ll be back in business!

How customer service will get you through rough times

The economic outlook for 2015 is uncertain - The Economist says so. As we settle into the groove of another new year, a combination of world events and the continuing aftershocks from the financial crisis show a bumpy road ahead for businesses and customers alike. When people have less money, they are more careful with it – but that doesn’t mean they necessarily go for the cheapest option. Here’s how customer service can encourage people to buy from you, even when the seas are rough.

Work on your website

When was the last time you did a walk-through of your own website? Whether you’re an online retailer or have another form of online presence, you can’t get away with having a less than confidence-inspiring public face. You wouldn’t set up your real-life premises in a tent, would you? Because you’d look like a fly-by-night operation which couldn’t be trusted with someone else’s money.

Look at your website as if you’re a first-time customer. Click on all the links and see if they take you where you want to go. Make sure that your choice of colours and design project an air of quality and reliability. If your first impression isn’t good, then your service (and the resulting customer satisfaction) probably isn’t going to be that good either. So get clicking and make sure that your website represents the reliable, customer-friendly business that you truly are!

Be good and fast – but not too fast

We’ve talked before about the dangers of giving a too-speedy reply and how the quality of your answer is more important. However, speed is important too. Confused? Don’t be. The truth, hard as it is to accept, is that customer service needs to be both good and fast.

Back in those long-gone days before the internet when you could only connect with customer service reps in person or on the phone, you always knew that they were going to come back. Whether you were sitting waiting in a business with only one exit(!) as they rummaged out the back, or listened to that tinny version of Greensleeves while on hold, you knew that eventually you’d get a response.

When you send an email, however, it’s a bit like putting a message in a bottle and casting it out to sea. Quite possibly something will happen, but it would not be unreasonable to expect that it won’t. Giving a fast reply removes that doubt.

Make it easy for the customer

We’ve said it before and we’ll say it again: meet the customer where they are. But that doesn’t just mean helping them on their preferred channels: it means that you need to think like your customer. Putting yourself in the customer’s shoes and seeing the experience through their eyes is the only way to ensure that your customer service is hitting the spot. You may well have systems in place which state that, for example, queries of a certain type need to go through a certain person. If that means that the customer needs to speak to or email someone else, then you’re just going to have to change your systems. The point of having systems is not to make things clearer and easier for staff – it’s to make things clearer and easier for your customers!

The reason we emphasise these points isn’t just because we want people to like you, or to think that you’re a “good” business. It’s because they’ll give up and go and spend their money elsewhere if you make it too hard for them to do business with you. And let’s face it, when you’re an SME in a tough economic climate – every dollar, euro, pound, yen or shekel counts. We’re not rolling in money in some Hollywood film here. We’re out to earn a living (and then some, with any luck!). And the best way to do that is by giving good service. So go do it.