Multibrand Setup (Part 3): Best Practices

• Multibrand Setup (Part 1): Legacy Zendesk Chat (standalone)
• Multibrand Setup (Part 2): Zendesk Chat-Support Integrations (Phase 3)
• Multibrand Setup (Part 3): Best Practices

We've covered how to setup multibrand on Zendesk Chat standalone and Chat-Support integrations. Now we'll offer some best practice guidance on how to get the most out of a multibrand setup.

Label your shortcuts according to brand

Each of your brands might have different shortcuts. To easily organize and retrieve shortcuts, you can use specific naming conventions so shortcuts for each brand can be easily retrieved. For example, if there’s a return policy shortcut for ‘Obscura’ and ‘Jubilee’, you could name it “Obscura-returns” and “Jubilee-returns”, respectively to differentiate between them.

Monitor the performance of each department

Monitoring the performance of your support team by brand can help identify the strengths and weaknesses in each. To do so, filter Analytics by departments. By doing so, foodpanda is able to identify the peak chat hours across their brands and react by adding more agents to the roster.

Further, being able to compare metrics like chat rating and wait times across departments let you monitor brands are doing better. This makes it easier to identify winning support strategies from better performing brands.

Operating Hours across timezones

While Chat standalone only allows one timezone option for a single account, you can still use operating hours to create separate schedule agents across various departments. The solution is to convert all timezones to the one set for the account. For example, if your account is on PST and needs to start operations at 8 am (GMT), simply set the start time as 1 am (PST). This way, you’ll be able to manage operating hours for different departments on a unified time zone.