Hi, I'm setting up Zendesk for the first time for my company.
Background: Most of our questions are sent from travelers through apps such as Airbnb, so they expect a 'chat-like' experience. Most of the questions we answer are repetitive, but we do have a long tail (I'd like to get better data with Zendesk).
I am struggling a little bit on best practice for transferring our canned responses into Zendesk. Should I be using macros, or articles in Guide? Most of our responses are short (a paragraph or two max). One of our struggles right now is keeping responses up to date and updating our knowledge base (currently external to our messaging system on Google Sites, and agents don't have access to it).
We want our customers to self serve, but I don't want to just post a URL to an article for them to click on - I want to just give them a response (perhaps with a link below that to the article and knowledge base). Why - because it requires too much action from the customer (click, open new web page, come back to the app they were using to message us if they have a follow-up enquiry). But it looks like there isn't a one-click way to insert an article into a response (i.e. need to copy and paste, then reformat as paragraphs are lost).
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