I've seen this mistake happen way too many times when it comes to customer support. For some reason, it appears as though companies think that by letting a client enter "subject", "description" and "email" is somehow relevant to what the issue actually is... this in turn ends up in a tremendous back and forth with the client, losing valuable time.
So how can you fix this? HAVE THE CORRECT FORM !
By creating a form with ALL relevant questions, you can gather the right information from the client. This will allow the agent to quickly pick up on what's going on, without wasting valuable time, and assess the problem appropriately.
What info should you ask for?
Well, that really depends on your type of business. Think of key points:
- Common types of issues (Feature Requests, Report an Error, Ask a question?)
- Localized-info: Is there a domain name? A company name? A specific environment?
- Technical details: Do you need to know the type of browser or OS?
- For multilingual users: make sure you are catching the correct language!
How can Zendesk help?
Here's a collection of awesome documents to look at!
- Managing multiple ticket forms: https://support.zendesk.com/entries/24460018-Announcing-the-new-ticket-forms-feature
- Managing ticket fields for agents: https://support.zendesk.com/entries/37107217-Managing-Ticket-Fields-for-Agent-Groups
- Use the Zendesk API to link up from your platform: http://developer.zendesk.com/documentation/rest_api/ticket_forms.html
Gathering all the information beforehand will definitely increase response time and solve times! And of course, your customer will be happier. Satisfaction guaranteed!
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