Our agents use Zendesk Talk and often have the same questions!!
So in order to reduce calls and tickets, after every phone call we send a macro and and link to the help center to our customer, so they can learn that we have a help center, and that they don'y need to call us back next time .
1) we have upload : Answer Suggestion to help our agent to find the correct answer quickly
2) my team have created a basic Macro how said : As we just mentioned on the phone, here is the article that explain how to ...
3) Now every customer who contact us know that we have an help center,and the can have a look to all our topics, before to call us !!:
We have reduce from 20% the number of tickets since we use this tips :)
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