In order to make sure customer inquiries are getting solved for good (not just by putting Band-Aids on them), at  Spothero we use the Zendesk “Views” feature to generate weekly reports that help track recurring customer issues. By customizing our own “Views”, we are able to organize the expansive amount of information presented daily to our support team into clear and concise spreadsheets. 

Screenshot of Spothero’s Zendesk account, showing the “View” for our “Zendesk Chicago Tag Report” (also attached).

How It Works

We learned quickly that to make our “Views” as helpful as possible, we had to start by fine-tuning our “Ticket Fields”. Through weeks of trial and error, we narrowed down our most common customer issues into succinct yet informative “Tags” within three main ticket fields: “Pre-Purchase”, “Post-Purchase”, and “Tech-Issues”.  To make our data even more effective, we later loaded every supplier we work with into the system.

Currently, we have specific “Views” for each of our Markets along with one designated primarily to “Tech Issues”.  However, the beauty of Zendesk is that new “Views” can always be created and updates are a breeze! As long as you put the time into perfecting your “Ticket Fields” and “Tags” and train your team on logging data, the data mining possibilities are endless!

How It Helps

As SpotHero rapidly expands to new cities, Zendesk “Views” allow us to pull reports that track all problems reported by different agents so nothing slips between the cracks.  With this system in place, we are able to be more proactive than reactive and ultimately lower the number of tickets we receive per day. The numbers speak for themselves - by utilizing Zendesk “Views”, we have succeeded in drastically reducing our call per sale volume!

Looking towards the future, we are excited to see how Zendesk further evolves.  As we discover new ways to utilize Zendesk, more and more members of our team are integrating its features into their daily routines. Aside from our Customer Heroes, our Supply Team references it to further analyze garage specific issues and our City Launchers view it to get a real time picture on what our New Market customers are thinking and doing. Zendesk and its “Views” feature are an integral part of our company’s growth and we look forward to finding new ways for it to help us going forward!

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Leah Potkin is a Customer Hero for Spothero. Spothero is a website and mobile app that helps drivers find, compare & reserve _ Chicago Parking, _ New York Parking and  Washington DC Parking. The Customer Hero team helps customers before they make a parking reservation (pre-purchase) and once they are in their car near or on the way to the parking spot (post-purchase).

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