Thursday, June 13th, 2013 .

My first job was working as a sales manager at computer giant CDW, a large computer company in Chicago, where I chatted on the phone all day with I.T. directors and helpdesk managers.

Most of my clients were I.T. guys who worked at the helpdesk and were responsible for keeping the company’s technology infrastructure up and running.

When tech support issues are straightforward, I.T. professionals resolve them with a quick phone call, instant message, or email to the customer.

When tech support issues cannot be resolved immediately, the standard protocol is to log the issue as a ticket in a helpdesk ticket tracking system like Mojo Helpdesk. From there, the ticket is assigned to an expert, or team of experts, who can most efficiently resolve the issue.

Sometimes you’ll have up to 3-4  employees getting involved to solve a support ticket. This is where the combination of a ticket tracking system like Mojo and a conference calling system like UberConference can start to aid internal efficiency.

Instead of flooding a support ticket with ton of comments and creating a confusing ticket thread that’s hard to follow, the support staff can hold a conference call to resolve the customer issue, using the helpdesk ticket as a reference during the discussion.

Very frequently, support staff can accomplish more in a 5-minute conference call than they can by exchanging 20+ emails.

Even if the conference call doesn’t fully resolve the issue, support staff can record the call, and make note of outstanding follow ups.

Those follow-ups can be added as tickets in Mojo and then assigned to the appropriate topic experts, and tracked to completion (i.e. the answer is sent to the customer). Once the ticket is solved, Mojo saves it automatically for future reference in case another customer has a similar issue.

Wednesday, June 12th, 2013 .

image

We’re excited to invite you to UberConference’s first webinar, where we’ll be talking about business success secrets with best selling authorRohit Bhargava and giving away a free copy of his latest eBook, Always Eat Left-Handed.

Over the last 5 years, Rohit has written three of the best (and highest-selling) marketing books out there: Personality Not Included and last year’s  Likeonomics, which was shortlisted for the 800CEORead 2012 Best Marketing/Sales Book Award.

In this one-hour webinar, I’m going to interview him on the 15 Surprisingly Simple Secrets of Success that he discovered, writingAlways Eat Left-Handed.

To register for the webinar, and receive a free copy of Rohit Bhargava’s new eBook, Always Eat Left-Handed (a $10 value), click below.

image