The Zendesk community recently invited two of our customers to have a conversation on how CX can have a substantial impact on your business. We were joined by Ivana Suljetovic, Sr. Manager of Member Services at Virgin Pulse, and Keilysmer Arvelo, Business Systems Analyst at Inovalon. Our experts shared how their companies are leveraging CX best practices through automation, self-service and how Zendesk supports them in their endeavors. We also addressed questions live that were submitted by members of the community.
Questions from the Q&A
Q: Do you recommend empowering your agents to suggest or create content & do you utilize the "Flag content" functionality in the Knowledge app?
A: Yes! This is one of the best ways to keep your knowledge base up to date and relevant. It's also a great opportunity to discover talent on your existing teams who may want to pursue content creation and management.
Q: Can API's be used to automate user/organization cleanse if a customer has been inactive?
A: There are a number of ways you can use APIs and bulk user updates to manage your users and organizations. It may depend on what type of "cleanse" you are looking to do and what's driving that.
Q: What metrics would you recommend tracking for your knowledge base and Answer bot?
A: We suggest starting with FAQ Views, FAQ View per Human Contact, Answer Bot count, Answer Bot %, and top topics.
Q: Any suggestion on how to route your tickets when working with different tiers?
A: You can create routing logic within the admin center by creating agent groups aligned to the different tiers or different use cases you're setting up. Here's an article with more details on routing.
Q: Do you recommend letting agent's articles be published in Guide, or are all articles developed by a dedicated tech writing team?
A: If you're leveraging team publishing, you're able to allow agents to publish or require a review from a manager before publishing. For agents who have done it long-term, they will likely know what format and tone to publish in. However, agents new to the process may require a review ahead of publishing.
Routing options for incoming tickets
Resources from the event
Event Slide Deck
Event e-book: Manage costs, support growth, and drive retention during an economic slowdown
Can you link the ebook that was mentioned at the beginning of the video, please? I would love to take a look.
You can find that e-book here, apologies that we left that out of our documentation.
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