Sonic Reply

[...] ongoing growth in our business. NOTE:  We are officially rolling out our new help desk (using Sonic Reply) on June 17th, 2014. [...]

[...] queue. 1.  Use a ticketing system on your support desk. A proper ticketing software – like Sonic Reply – will introduce a gated control process that will ensure each customer gets served in the [...]

[...] up with an idea, he can spin it, then transform it into a new feature in our software. Sonic Reply is our mad creation. We have been using it on our support desk at http://support. [...]

[...] Last week we successfully deployed Sonic Reply on our own support desk – http://support.pluginresults.com I haven’t been this excited about a [...]

[...] .  If necessary and possible, we will cheat the system to serve our own interests. Your support desk will be no different. Customers will ‘jump the queue’ in order to get served right away. [...]

[...] feature in our software. Sonic Reply is our mad creation. We have been using it on our support desk at http://support.pluginresults.com for over a month now.  It’s awesome. But of course, [...]

[...] Last week we successfully deployed Sonic Reply on our own support desk – http://support.pluginresults.com I haven’t been this excited about a product since we [...]

Last week I had the pleasure of interviewing my friend and mentor – Jason Fladlien from Rapid Crush. Now Jason is a charismatic, colorful and downr [...]

[...] out.  Customer support is not always easy.  In fact, it can be pretty hard (I’ve managed to upset a few customers [...]

[...] gets served in the proper order.  This is the most important thing you can do to improve customer support and overall customer satisfaction. 2.  Collect customer service metrics. Metrics are data [...]

Today we released version 1.0 of Sonic Reply. This formal release includes the following: [NEW] Facebook Integration – Customers can now register [...]

Today we released version 1.1 of Sonic Reply. This is a CRITICAL update: [BUG] Address a bug which could cause certain emails to not be received/sen [...]

We released version 1.1.1 of Sonic Reply. This is a CRITICAL update: [BUG] Address a bug which caused a major conflict with Wishlist Member. [ENHAN [...]

Today we released version 1.2 of Sonic Reply. This is new version includes the following: [NEW] Added the ability to include an audio reply (30 seco [...]

[...] area as soon as possible and download the latest version. To upgrade, please deactivate and delete version 1.0, then upload and activate version  1.1 Regards, Andrew [...]

[...] area as soon as possible and download the latest version. To upgrade, please deactivate and delete version 1.1, then upload and activate version  1.1.1 Regards, Andrew [...]

[...] area as soon as possible and download the latest version. To upgrade, please deactivate and delete version 1.1.1, then upload and activate version  1.2.  Alternatively you can wait until you see the [...]

[...] .  It’s way to easy to ‘forget’ to reply to a ticket when you can’t actually SEE your ticket queue.  Sonic Reply makes managing your ticketing system intuitive and actually kind of fun! [...]

[...] desk. Here are three things you can do to proactively reduce the tendency to bypass your ticket queue. 1.  Use a ticketing system on your support desk. A proper ticketing software – like Sonic [...]

[...] . Little do they realize that the queue is a necessary thing that ultimately benefits them. Queue jumpers will send you an email,  or a Facebook message instead of a support ticket.  They think that [...]

[...] through the system. Added pdf reporting feature which allows for automatic submittal of dashboard metrics to an email of your choice (perfect for sending periodic performance reports to the company [...]

[...] tickets when I’m at Starbucks. Dynamic navigation menu – show/hide links based on login status… makes for a simple and clean menu. We’ve got a few more too… but I don’t want to [...]

[...] Fully Mobile Responsive – Front end pages are now mobile responsive… and so is the backend dashboard! Language Translation – PO file has been included for language translation Show/ [...]