How do you handle mass emailings the require followup
Is this a customer service problem or an operations problem. That's our biggest question.
So we have thousands of customers pre-order in a given week. The following week our QA team goes through the orders and checks to make sure we have all the info, all the payment, etc
Any order that has an issue gets flagged and the customer is sent an email through mailchimp or something. The response to that email comes back through zendesk. But we want to make sure there is follow up so we've been deciding if these should become tickets so our agents can see the email that went out to them, send them a reminder in 3 days, if there's a response we get it in ZD, and then if there's no response in 2 weeks, we refund the money.
I know Zendesk is not a 'mass mailer' like a mailchimp. But what's the best practice here so we can have follow up, and still tie it into Zendesk?
Any thoughts? Would like some opinions.
Thanks
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Thanks for putting this out in the open, Matt. We've been having a hard time trying to figure this out, too. Following the discussion for any updates on what the resolution would be.
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Hey Darwin,
I guess it's just you and me that have this issue. What are your thoughts? For us, right now some tickets are mass mailed and some are generated via zendesk. So I've setup a macro that generates the content, tags, etc. What's nice is I have excluded that specific tag from most of the views. So this way when my agents are looking through their views these tickets don't clog up the works.
I have a separate view setup just to monitor these tickets. They all go in as pending. After 3 days the customer gets a reminder email. Then after 2 weeks the ticket moves from pending to On-Hold/task. Then the agents know they have to process the refund.
Seems to be working, but again the question is, do I really need ALL these tickets in there...
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Hey guys!
I wanted to pop in to let you know that I've featured this discussion in our April Community Roundup, so hopefully some other folks will jump in to share their thoughts!
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Hi Matt,
I know this answer is very late but it may be useful to those who have the same issue as you.
You can use our Proactive Campaigns application to do this. The app enables sending mass emails to your customers directly from your Zendesk Support account. This way you can streamline follow-ups and easily reach out to customers when needed. The app will track all responses in your Zendesk account, as it raises tickets on customers’ behalf. So, when you get a reply it will automatically be picked up by Zendesk. And your agents can see the conversation history.
Proactive Campaigns can be installed from Zendesk Marketplace for any Support plan free of charge.
Feel free to try it out and share your experience with us.
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Proactive Campaigns, I am using your app and it is quite useful. However, I need your assistance with regards to:
- if my customers 1000 for example but i want to create a list for 100 and email them, how i am going to do this.
- is there anyway to have condition that email equals many email addresses instead of one?
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