Zendesk on Zendesk: How we provide multichannel support to our customers

9 Comments

  • Nadia De Vriendt
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    Nice tips! Just a question, though: how does the auto-flagging work in Guide? Is it available to all customers? Where can I find more info on that? 

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  • Comment actions Permalink

    so which support channel is the most cost effective for you?

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  • Melissa Burch
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    Hi Nadia,

    Auto-flagging is not available natively in Guide today. We implement this technique by running scripts against the articles we create inside the Advocacy (Support) organization here at Zendesk. The scripts identify the articles that match our specified criteria. Our publishers then review the list of articles and update each one as required.  We are still in early implementation of this method and are still learning as we go.

    We combine the use of auto-flagging scripts and manual flagging by our support agents to keep our articles up-to-date.

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  • Ana Wiechers
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    Hi Геннадий -

    As a general rule chat is the most cost effective for our team for a number of reasons but mainly due to throughput. Our advocates can solve more tickets while on chat than any other channel in a given hour, with consistently high CSAT.

     

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  • Nadia De Vriendt
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    Thanks Melissa. It would be nice to somehow be kept up to date semi-automatically of outdated articles. It would be an extra reason for me to promote Guide over our current solution to my superiors ;-)

    Any idea if this feature is going to be available to Guide customers in the (near) future?

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  • Jennifer Rowe
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    Hi Nadia,

    Melissa is checking to see about sharing her team's script with you. Automated scripting or manual intervention is the best way to identify out-of-date content now. We don't have a specific native feature planned for that.

    We do have some features that might help with content curation, including our Knowledge Capture app (in early access now) and Answer Bot. Both of those have reporting dashboards that might help too. You need Guide Pro for both of these, and Answer Bot is an add-on to that.

    We are working on another feature that might be able to recommend new content you can consider creating.

    I hope you can convince your team to move to Guide at some point. Let us know if you have more questions about it. 

     

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  • Melissa Burch
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    Hi Nadia,

    As Jennifer mentioned, I checked to see if we are able to offer a peak at the script we use. However, we aren't able to share that because as you might expect, it contains too much internal details to be useful for you. If it would be helpful, I'm sure that the Zendesk Services team would be happy to help with this.

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  • Nadia De Vriendt
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    Thanks Jennifer and Melissa. I understand that the script cannot be shared.

    Someone from the support team has contacted me with some more questions in the meantime, we'll see how that goes :-)

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  • Jennifer Rowe
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    That's good to hear, Nadia!

    Thanks for taking time to provide more feedback via the ticket. I hope it is mutually beneficial. :)

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