Category Archives: Customer Support

Responsiveness – the key to customer satisfaction

At a recent gymnastics conference we attended to introduce ClassJuggler to potential new customers, we got to hear from newly signing customers on what made us “stand out” for them among competing products in the field of gymnastics school management software. One theme that drew them: RESPONSIVENESS.

Nearly half of the new customers signing up were switching from other providers, which is interesting.  It’s one thing to acquire a new cheer or gymnastics studio customer who is switching from pen-and-paper bookkeeping and management – a slam-dunk to demonstrate the benefits.  But it’s a whole different thing to get new customers who were already using a different gymnastics/cheerleading software product.

We often hear from new customers what we heard at this event – that school owners have too little time in the day to deal with an unresponsive service provider. And our reputation for customer service and quick response times apparently preceded our arrival at the conference.  This reputation, along with our in-person product demonstrations, prompted them to switch to ClassJuggler. We are grateful! – and we work hard daily to maintain that reputation.

But you don’t need to just take our word for it:

These are just some of the reasons that Cheer ClassJuggler for gymnastics schools and cheer camps is growing and growing.

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Creating Administrative Users in ClassJuggler

In case you missed our February webinar on how to set up your staff members or teachers as ClassJuggler administrative users, here’s what you missed in a nutshell.

In ClassJuggler, you’ll always have one master account – the one person with the keys to the kingdom, as it were. We refer to this person as the ClassJuggler Key Contact account. This “super-user” can create, modify, and delete all other accounts in ClassJuggler. It is important that you DO NOT share the User ID or Password of this account with any other users.

The cool thing is that you don’t have to do all the ClassJuggler administrative work yourself. If you have employees, instructors, or other team helpers at your studio that you want to give access to ClassJuggler, no problem; you can quickly and easily create additional Administrative Users.

These ClassJuggler “admins” can be given the power to add new customers or students, and take attendance, or do any other data entry,

Each user should have his or her own account. This lets you to control who has access to ClassJuggler and allows you to revoke access instantly if needed, such as when an employee quits. Each ClassJuggler user also has his or her own security access to different screens and functions within ClassJuggler.

SNAGHTML2abcc4caTo add, edit, or remove an admin, you can find the User Administration screens from the Home Base menu, as shown here:

These screens allow authorized users to list, add, and modify administrative user accounts and their associated system security access privileges.

For full details on how to create and manage administrative users, see the help section Home Base > User Administration.

Additionally, if your company is an Enterprise ClassJuggler client, you can create custom security roles using all of the privileges available in ClassJuggler. This gives you precise control over all your user’s access in ClassJuggler. For full details on how to create and manage security Roles, see the help section Home Base > Security Administration.

Are you not yet a ClassJuggler client? Learn more about how our cloud-based software for schools can help yours:

Second-most common customer support question (Drumroll please)

See our earlier post on the number-one support request, and here is 2nd-most common request: “How do I add a picture to an email template?”

Maybe you didn’t even know that ClassJuggler’s e-mail features allow for this, but yes: adding a picture to your email template is simple. Here’s how.

  1. Make sure the picture you want to include is publicly available on the Internet; i.e., on a Web server, or in a file sharing service like DropBox, Google Drive, PogoPlug or similar
  2. Make sure that web image is NOT password protected.
  3. Get the image’s internet address (also known as its URL), which you’ll use in email templates to “point” to the picture. In other words, you don’t actually copy it physically into the email template. Its the same method Constant Contact and MailChimp uses. You can easily get the address of most images from Web pages by right-clicking on them.
  4. To add the image to your template,click on the little “image” icon from the template editor toolbar:

There, you’ll enter the image’s web address. That’s it!

For example, to use the ClassJuggler logo from our website into a template, you’d use this address: https://www.classjuggler.com/cj/pub/images/headerLogo1.png.

Paste that into the Image editor dialog box, and suddenly our logo shows up in the template. Use the same process to add your company logo, Facebook button, pictures of your students or anything else you can imagine.

If you need more help after following these steps, contact us!

Find your business type:

Forget your ClassJuggler password? No problem!

The number-one customer support request we receive at ClassJuggler is, “Help, I forgot my password!”

The good news is that forgotten passwords, and general password help is a common support question, common enough that ClassJuggler was built to make it easy for you to fix.

In fact, recent customer service survey revealed that about one of every four survey respondents forgot at least 1 password daily!

Losing or forgetting your password can be a big frustration, but to fix the problem in ClassJuggler, simply and click the “FORGOT PASSWORD” option on the ClassJuggler login screen:

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That sends you to this page, where you enter your User ID and click RESET MY PASSWORD.:

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This resets your password, and e-mails you a new temporary password at the email address associated with the ID. You’ll need to change the temporary password immediately upon sign-in.

Important: the ClassJuggler support staff cannot see your password for security purposes, We can only guide you to reset your password.

If you need more help after following these steps, contact us!

if you’re not using ClassJuggler yet, check out the one that matches your business:

Webinar TODAY on ClassJuggler E-mail Templates

LAST CALL — Not too late to sign up for, and attend online, today’s 1pm Eastern (10am Pacific) webinar “Advanced Email Templates” on how to get the most from the ClassJuggler e-mail templates feature. To attend, email education@classjuggler.com and we’ll reserve your spot!

Contact us if you have questions http://bit.ly/1lL95Gu

See you there!

Feature Highlight: Connect With Customers via Text

Have you tried ClassJuggler’s built-in texting tool? This highly customizable tool makes it easy to get timely messages to all or a subset of your customers.

And here’s some extra good news; while some of our competitors charge per message for their clients to use their messaging tool, the ClassJuggler messaging tool is totally free to any client, no matter how many students you have! This happens when the competitor is using a 3rd party to provide the text service, which adds not only cost but the complexity of having two vendors to deal with, rather than the convenience of working with a class-based business software provider like ClassJuggler.

Parent/Student Text Messaging Benefitstext-hand - LOW

Text messaging is especially useful to you as a school owner or manager when you need to get a special, time-sensitive message to your customers or students. While many of your customers won’t check their e-mail regularly, it’s hard for them to miss an incoming text message to their smart phone.

Here are some examples of the kind of message that can benefit from the ‘push” of SMS messaging:

  • A sudden schedule change (such as a weather-related closure or unexpected schedule adjustment)
  • An important reminder (“Don’t forget to bring your costume tonight”)
  • A message to select parents (late payment notice, class-specific parent meeting, etc.)

Customize your message recipient list for primo customer service

Don’t you hate getting a text message that doesn’t apply to you? That’s why your customers will appreciate the fact that you can filter your text message recipient list by certain attributes so that it only goes to the right audience for the communication.

For example, you can specify that a particular message be delivered only to:

  • Students or parents of a specific class
  • Classes the meet on a certain day or date
  • Customers who have been with your school for X number of years
  • Active students
  • Parents whose children attend a singe class

ClassJuggler’s text messaging tool allows you to pinpoint your audience, which makes your messages more likely to be appreciated. 

For example, we mentioned targeting only parents whose children attend a singe class with a text message. You do this simply by selecting the class you want to work with, then choosing Send Class SMS Text from the Class menu: 

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This let’s you or your admin target only those parent of classes affected on a particular day.

How to send an SMS text message from your school to customers

To get the full scoop on the handy ClassJuggler SMS Messaging tool:

  • Look for it here within ClassJuggler after you log in:
    sms text path
  • Take the next SMS Messaging webinar when one is scheduled.
  • Use our robust ClassJuggler Help to learn about SMS Messaging.

Not a ClassJuggler client yet? Learn about how our ClassJuggler products can help your school to run efficiently:

Or simply contact us directly and we can answer your questions. 

Generate a Class Wait List in ClassJuggler

ClassJuggler has a helpful report tool you’ll want to learn to use: the Class Wait List. This report prints a handy list of enrollees for a selected class or for a group of classes.

By default, the Class Wait List includes class name, class ID, classroom, begin and end dates, mini-schedule, session/group, instructors, schedule description, student: name, age, primary contact name and phone number, group, registration info, class enrollment info, waiting list date, and wait list comments.

Here’s how to make one:

There are two ways to run this report. Either way, you’ll want to go ahead and log in to your ClassJuggler account and then navigate to reports:

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  • The first way, shown in Figure 1 below, is by selecting a specific class to report on:

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  • The second way, show in Figure 2, is to choose to view all classes that match one of the four class status options:

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Either way, it starts like this:

  1. Select a report type.
  2. If you chose to report on a single class, select a class from the pop-up class listing by clicking the Select button. (You can view the Select a Class help page for more information on using the class selector pop-up.)
  3. Click Generate Report to create your report.

It’s that simple. However, here are some optional extra steps you can take to finesse the results.

When reporting on multiple classes:

  • Enter a search string to select classes in a particular session or group that begins with the string of characters you enter.
  • Enter a search string to select a set of classes whose names begin with the same string of characters.
  • Select a class day to limit the list of classes.
  • Or select all days for all classes or “open” for only classes with open class schedules.
  • Select “any time” for the class or choose a specific time range, when reporting on multiple classes, by unselecting the “any time” checkbox.
  • Select to see totals & subtotals for students on waiting lists.

To see report selectors and other options with this tool, see the full article on this feature in our online help, which you can find here:

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