Fine Tuning: Capturing the right data to provide a more personalized customer experience

6 Kommentare

  • Sylviana Ho
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    Hi everyone! Part 1 is up so feel free to post any questions and/or share comments.

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  • Colin Piper
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    The real benefit of capturing data from the customer can be realised by automatically routing tickets to the right team. Where you do not have a luxury of a triage team this can certainly have a huge positive effect on the customer experience. We ask the customer to tell us the symptom of their problem through a nested drop down and with that we can get the ticket to the best team who can help. Sometimes the customer does not select the correct option and this can add a small delay but most of the time the ticket is with the right team quickly.

    We also ask them to details of the device they are using but this is a text field as the options are just endless in our case. Even this helps us considerably when we first look at the ticket. 

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  • Sylviana Ho
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    Hi Colin - That's a great point! Using the custom ticket fields to automatically route tickets not only reduces the First Reply Time for the customer, but it can also save resources on the support team (e.g. triage manager/team). I agree that sometimes users will select the wrong field, but it's so infrequent compared to the number of correctly routed tickets that it's still worth it. Thanks for sharing that tip!

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  • Jennifer Rowe
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    As usual, Colin has great ideas to share. Thanks, Colin!

    And Colin reminded me about a great community tip we have for using a macro to collect system details from users. It's here if anyone is interested. 

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  • Colin Piper
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    Sylviana you give some excellent suggestions in part 2 here.  I would just like to add that once you have these cuatom fields on the user and organizational that there is no limit on what you  can do. I appreciate that the intent of this topic is to just inspire using what comes "on the box" but once you add on the power of the Zendesk API, you can deliver unlimited functionality. 

    We use customer spend to set custom fields on the organizational which manage the SLA as you suggest, but we then have sync process using the API that updates this as required eliminating the need for bulk upload and ensuring that the customer who just went from buying the smart car to buying the Ferrari is immediately given the support experience they expect. 

    I hope that a few others come and share their ideas on how they use Zendesk to enhance the customer experience.  I know there is a lot of good things being implemented. 

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  • Sylviana Ho
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    Thanks for the more advanced tip, Colin! That's a great example of how you can take advantage of our API and really optimize the custom fields that come out of the box. 

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