Startup Best Practices: Improve Customer Communication

 

THE PROBLEM: It’s hard to manage communication with shared inboxes/systems and multiple people helping your customers

THE SOLUTION: Provide a frictionless customer experience is key to retaining customers

HOW TO START: 

STEP 1: Decide who is going to be using the tool and to what capacity

There are two main user type in Zendesk - Agents and Admins. For startups, here's what we recommend when setting up for the first time and why.

Set up everyone as Admins: If you're a small team in a typical startup, having everyone have access to everything eliminates the need to share logins and added complexity.

Set up Agents and Admins: If you're in a highly regulated industry, you will need to set up different permissions so admins can control what agents can see and do.

STEP 2: Review what standard views need to be edited or removed

Keep it simple. Start with using these views:

• All unsolved tickets
• Most important tickets

Deactivate any views that are not important:

• All unsolved views not needed
• Recently updated tickets not needed 
• Pending views not needed

Step 3: Do you have separate support and sales email addresses?

If YES - Add external addresses 

If NO - Create ZD Email Aliases

THE IMPACT: Collaborate more easily and help your customers faster without bumping into each other.