Customer support is not an easy role
There are many hats worn here at Mojo and one of the hardest to wear is that of customer service. Our customer service agents go non-stop the moment our tech line goes live. In addition to answering incoming tech calls, our customer service folks are also responsible for responding to support tickets and various other emails throughout the day. Add to this the burden of supporting thousands of clients, from a variety of industries, with varying degrees of technical aptitude, our customer service agents are more like ‘keep everyone happy Ninja’s’.
It’s for this reason I write this post. I want to recognize and thank the folks who make up our customer service team for giving 110% to their role here at Mojo.
“There is nothing better than Mojo”
I recently received feedback from a client I’d like to share. I apologize for it’s length, but it is full of awesomeness:
“I am a real estate prospector that has used every dialer under the sun, and trust me when I tell you, there is NOTHING BETTER THAN MOJO. It is wonderful and I wouldn’t be as successful or as happy as I am dialing and setting these appointments without it. What I love about Mojo is it is extremely user-friendly and reliable, very affordable, the technical support is better than having a best friend in IT (yup you Andrew! and everyone that has helped me there so quickly and efficiently and always available with never a long hold time!!!). They are always sending webinars on latest features (like that newer email feature). If you love to work fast, efficiently and have a lot of great conversations every day- Mojo is the way! Anytime I dream up a feature or something new to do to better interface with my sellers, I call and suggest it to Andrew and then he says “Oh, well, Mojo already offers that, here let me show you how you can do that, it’s really easy…” It is amazing like they read minds! Thanks Mojo, for everything! Don’t know where I would be without you! keep up the fine work! ~Lu”
While I am privileged to watch the team in action every day, it’s emails like this that really tell the story – and the real impact their work has on our clients.
The numbers speak for themselves
If you’ve ever called in to our support team, you probably already know they rock. Just like in sales though, the numbers tell the story. Check out these reports taken from our inbound phone and ticketing systems:
Year-to-Date Inbound Call Report
Our inbound phone provider experienced some growing pains this year and even with a 5 week period where calls would come in to us, but not actually ring our lines, the team still achieved an average wait time of 1:02 on over 47,000 answered calls.
This is a great number and it shows our customers are not waiting to get their questions answered – which means they get to spend more time prospecting!
Year-to-Date Ticket Report
I was blown away with these numbers – 59% of tickets are responded to within an hour and 12% are responded to between 1-4 hours. This equates to 71% of our tickets being responded to same day, with the majority under an hour- stats most customer service companies only dream of. More impressive, these ticket numbers take in to account the time we are not in the office, including weekends.
Considering the amount of volume our customer service agents handle, the label of Ninja really does fit.
Customer service is not just answering phones and tickets
The team doesn’t just answer calls and respond to emails and tickets. A big part of their job is keeping up technically with the many enhancements and improvements we make to the Mojo system – so that when you call in for support, you get accurate answers and details on how Mojo can further enhance your business.
I’ve called the cable company, HP, Nikon and many other support teams and felt like I was just a number, stuck in a long wait cycle. It’s a great feeling knowing our clients don’t experience the same frustration.
My hats off to the Mojo team – thanks for all you do!
If you want to learn more about our approach to customer service, check out this blog post for a more intimate look.