Desk

In the recent past, customer services was a one-on-one affair, but today customers share experiences and interact with companies on websites, blogs, communities, and social sites. The folks at Metaverse Mod Squad understand that for many companies today, the world is online. There are lots of moving pieces, and customers have high expectations and lots of different needs. Metaverse works in the digital spaces to help companies cope with all of the moving parts—developing the customer services, engaging users, moderating content, supporting customers, managing social channels, and generating buzz that gets the word out.

Metaverse (which deploys staff worldwide) supplies customer outsourced customer services and support teams—professional, smart, and savvy enough to handle the 21st century customer. The team can recommend help desk tools, develop strategies for engaging on social channels, and create training documentation. They can operate as a Customer Service Department, including case management, engaging on social networks, beefing up the client knowledge base, and reporting crucial metrics to stakeholders.

Metaverse has grown into a full-service consulting company and customer support provider, following a path that began with moderation in the gaming community. I had a conversation with Richard Weil, Vice President of Client Services, who filled me in on the company’s road map.

The Metaverse Path to Customer Support

“We were doing a lot of moderation with message boards, and social media from a wide variety of online communities,” explained Weil. “Our people were very knowledgeable about their respective communities because of that experience.”

“It was an organic process to move toward customer support. We were in the right place at the right time. There was a definite synergy between the moderation activities we were involved in and the burgeoning interest in world-class customer support. We learned so much by having that engagement experience and understanding of the tools. Seeing how they work together has been invaluable to us and to our clients.”

Flexibility Is Key When Choosing a Support System

“Businesses need uncomplicated and affordable systems—like Assistly. We work hard to find the kind of system that works for a client’s specific needs. We look first for flexibility. You don’t want rigid, unwieldy support systems. Also, when we recommend help desk software, one of the main considerations is how easy it is for the agents to use. You shouldn’t have to be a programmer to use customer support software. That is a big advantage with Assistly. Agents love the product—and love using it.”

Organized, Centralized Customer Support

“We use Assistly for lots of companies—from a mega-publisher to a small iPhone app for car mechanics. A couple of our customers will have hundreds of inquiries in a day. Working with Assistly provides a feeling of confidence, a sigh of relief, as it were. Nothing is falling through the cracks.”

As an example, one of our biggest clients was getting customer inquiries about their online forums through an email box.   This was an extremely active and enthusiastic community, and the client had a great deal of trouble keeping up.  After implementing Assitly to take the place of the email box, the client now has a much more streamlined and effective communication ‘side channel’ with its customers.”

Editor’s Note: Metaverse Works Well with Assistly

Are you looking for outsourced support for Assistly? You can talk to Metaverse Modsquad about help with all the pieces. Metaverse offers:

• Fast, friendly, outsourced support
• Training and documentation

• Implementation experience
• Strategy and product roadmap consulting
• Moderation and user-generated-content review

Power up your customer support with the social help desk for FREE!