On June 10th, the Community hosted an event on how Zendesk runs our global agent team. We were joined by Kat Hurley from our Advocacy team, who answered questions and showcased the best methods of ensuring success when running a team and what makes a successful agent.
Questions from the Q&A
Q: Does Zendesk follow SLAs?
A: @15:20 We are going to start using them more in the future. As of right now, we use them for specific customers such as our Premier, Essential, and Premiere Enterprise Customers who need SLAs. The rest of them are internal, and we have various configurations in place to make sure we get to those requests in time.
Q: Are you guys bound by SLAs for tickets? Do you enforce SLAs? If so, how so?
A: @19:16 We actually are going to start using SLAs more for internal goals, but the way we SLAs now is those tickets get pushed to the top of the queue, and we also have Slack integration to better support swarming on those tickets to share the ownership of them.
Q: Are there any plans to expand CSAT into broader metrics such as a 5-star rating system or measuring other metrics like net promoter score?
A: @28:45 We do use MPS sometimes though we find that CSAT is the quickest and also least painful on advocates when negative issues are not due to their performance. We want customers to feel that can leave any feedback with us, and often we see “This advocate was amazing, but I wish the product did XYZ.” and don’t want product limitations to impact our advocates for something that they can’t control.
Q: Why don't you use your own tools for support?
A: We do not have any out-of-the-box integrations with Google Analytics for messaging. However, we have a great messaging dataset in Explore that can provide great insights, see this article for more details.
Q: How does Messaging know how to segment "one ongoing conversation" into separate tickets?
A: @30:53 When we get a new tool, we examine how it will work with and impact our specific customer base. We try and be early adopters when we can so we can be able to better advocate for our customers. When we have tools, we aim to use as many as possible, and the choice of what to use is always focused on what would best impact our customers.
Q: How do you pull the occupancy Rate from Zendesk?
A: @31:55 We do not. We actually have our own workforce management system, utilizing agile software. We also have a team that manages that whole process for Zendesk.
Q: What is your staffing plan to allow servicing customers via chat, and what is your goal for average reply time in chat?
A: @32:50 We try to get to every chat within 240 seconds. We have a couple of things that happen including using skills-based routing. When a ticket comes in with a specific skill need we look for someone who has the skill, and by we that means SBR. If no one is available who has that skill then we’ll route it to the person who has the next available skill to help.
Q: What event do you use in reporting on CSAT and why?
A: @36:00 The event data that we use is the last person the ticket was assigned to. So we do have that problem where CSAT is inherited but we try to look at CSAT on more of an overview of the company vs the individual agent.
Q: What are some tips for when you start establishing skillset routing?
A: @57:20 First looking at the volume of the requests that you have and understanding how best to divide that block. You need to identify how many people are required to support each skill set. From there you will want to look at the number of tickets that come in on each skill set and see what your customers are asking. From there you can then better identify how to support those asks as a support engine.