Fine Tuning: How to provide great support through social media

26 Comments

  • Andrea Saez
    Comment actions Permalink

    Where do we join? Will this be recorded? I will unfortunately be on a plane at that time, so it'd be GREAT if this was recorded!

    0
  • Kristof Van Kriekingen
    Comment actions Permalink

    Same only I will not be on a plane :P
    This will be on the webinar correct?

    I might be able to join Part 3. ( In my timezone )

    Kind regards
    Kristof

    0
  • Jennifer Rowe
    Comment actions Permalink

    Hey guys,

    You join by adding a comment. It's that easy. :)

    You can add comments/questions in advance if you want. On Thursday our CSM will be monitoring the conversation all day and responding as comments/questions come in. 

    Our CSM Lisa will add her tips/best practices throughout the day--at 8, 11, and 2 PDT. So we're hoping folks will check back for all the good content, and add their own tips and ideas.

    I hope you guys will participate!

    0
  • Andrea Saez
    Comment actions Permalink

    But will it be recorded?? I'd love to hear what Lisa has to say as I can't attend.

    My question:

    How to effectively catch tickets based on a tag JUST for our org.

    I've tried setting it up before, and obviously I didn't get a good job because either 1- I was catching WAY too many tickets that had nothing to do with support, or 2 - I was missing important tickets. 

    0
  • Jennifer Rowe
    Comment actions Permalink

    It will all be written word. No spoken word. 

    Thanks for sending the question--do you mean how to catch social tickets....

    Check for Lisa's response tomorrow as soon as you land. :)

    0
  • Kristof Van Kriekingen
    Comment actions Permalink

    Awesome!

    I was more looking into how would somebody else deal with their tickets or incoming tickets in a closed zendesk.
    If we have about 100 organizations and +- 150 users who will have an account / being able to create tickets. 

    As we are working on software(, when released,) bugreports will come, when it goes in Beta mode. 

    To keep tickets seperated from our old version of the software: when launched, I had the idea of using a custom field about ' version of software ' . Though I'm not feeling so good with that as they often skip fields etc.
    So I was looking for another perspective about it. 

    I would also like to know more about contact/feedback to social media. Looking forward to that!
    Also if you deal/communicate different with new and old customers. Customers who are more familiar with your software/product etc.

    Tip/Help: When we get a ' hateful ' or not so good ticket and an agent doesn't feel so good about it and it makes the agent upset. We tell them to leave the ticket for a couple of hours or minutes until the agent is calm and able to reply again or pass the ticket to another agent.
    // Question: How do you deal with these kind of situations?

    We are currently not using facebook or twitter at all. In our point of view it's not ' that helpful ' but maybe you can change that :P 
    I could see us use twitter eventually maybe ... 

    Kind regards
    Kristof

    0
  • Adam Haesler
    Comment actions Permalink

    Looking forward to it!

    0
  • Andrea Saez
    Comment actions Permalink

    Yes,  I mean how to catch them.

    Just as an example, sometimes i'll tweet at you guys and no one will answer.. i've been told it's because my ticket's are in Mikkel's personal bin (which I am honored), but then no one sees my tweets when I have a problem :(

    So how would I avoid that from happening with a client? I haven't found a useful way to use the social tickets without either spamming my help desk, or losing customers.

     

    CSM response

    Hey Andrea! I know you're a Zendesk power user and so may have looked over our documentation on setting up and using the Twitter channel, but I wanted to post these options for everyone, too.

    You can control how and if incoming tweets are turned into tickets in several ways, including:

    • Enable turning Favorite tweets into tickets. This lets you favorite a tweet in your Twitter client, and only those tweets you favorite will be converted into a Zendesk ticket.
    • You can create saved Twitter searches in Zendesk to monitor your feeds from within the Zendesk interface. This allows you to sort through all of your Twitter traffic based on specific search terms or keywords and only pluck out relevant tweets to turn into tickets.

    These are just a couple of ways you can manage Twitter replies - find more here, including weeding out tweets based on mentions, and using business rules to control twicket creation.

    0
  • Susan Geiger
    Comment actions Permalink

    I'd like to join

     

    0
  • Debbie Peller
    Comment actions Permalink

    Would like to join 

    0
  • Susan Geiger
    Comment actions Permalink

    Well, I am trying to "join the conversation" ................ "Join this discussion Thursday April 17th, 8am-5pm Pacific. CSM Lisa will monitor the conversation and respond to comments LIVE, all day! She'll add best practices throughout the day, so be sure to check back and add your own ideas!"  with no luck whatsoever. If you'd be so kind as to let me know what needs to be done to do so, that would be great. The instructions were to add a comment.

    0
  • Lisa Muccigrosso
    Comment actions Permalink

    @Susan and @Debbie - Hello! You've just joined the conversation. This is an all-day forum discussion, wherein the back and forth takes place in the comments section of this article. I'll be posting new content in the main article over the course of the day, and you can use the comments to add your stories or ask questions. I'll be monitoring the comments and will facilitate the discussion. If you'd like to be notified when there are updates to the conversation, click on the subscribe link in the upper right corner of the article.

    Welcome! I look forward to hearing about your experiences.

    -1
  • Lisa Muccigrosso
    Comment actions Permalink

    Hey all! I hope you've enjoyed Part 1 of today's CSM Spotlight Discussion. Help keep it rolling by sharing your story!

    Have you already implemented social media support? How did you plan for it? Do you wish you’d done anything differently at the start? I'd love to hear about your experience - please share it by adding a comment to this article!

    0
  • Kristof Van Kriekingen
    Comment actions Permalink

    * Is social media( facebook/twitter )  actually worth getting for a closed zendesk // Software company.

    CSM response

    Hi Kristof - thanks for your question! Implementing social media channels in a closed Zendesk could be tricky. The difficult part would lie in making sure that your existing users have social media accounts tied to their user profile before their tweet/Facebook comments come in. Anything that comes from a user whose social media account is not tied to an existing user in your Zendesk will need to be manually associated with that user. Another option would be to perform a bulk upload of users, and associate that additional contact information in the upload file. However, if you've got a relatively small user base and think opening social media channels to your customers would be beneficial, it can be done!

    0
  • Lisa Muccigrosso
    Comment actions Permalink

    @Kristof - I've just replied in-line to your question!

    0
  • Kristof Van Kriekingen
    Comment actions Permalink

    True, I'm not so sure if it will have so much of an ' effect ' since most of our users, use the Email method.
    I might suggest it internal here and we'll give it a shot if it's fine ^_^
    Thanks for the feedback!

    I'll be waiting for the 2nd part about the communication versus customers.
    What to do about angry mails and what to avoid! 

    0
  • Colin Piper
    Comment actions Permalink

    Adding twickets is my next task with Zendesk. The Zendesk part does not worry me too much but my complete ignorance on all things twitter I guess may be a challenge. I may have to recruit my teenage daughter!

    0
  • Colin Piper
    Comment actions Permalink

    I am sure I am doing something wrong so advice from those more knowledgeable would help. We have a number of twitter feeds that as noted before were originally for marketing but 95% of tweets are now support related. Hence why I need to add twickets.
    What I am wondering is how zendesk will associate incoming tweets with existing customers. I assume it cannot until we associate their twitter names with the user record.
    My real question is then how have others got over this? Our customers use SSO to access Zendesk so their twitter accounts never come in to play.

     

    CSM response

     Hey Colin! You're correct in that you'd have to associate the user's Twitter name with their Zendesk user record. I'd love to hear from other users that have implemented both SSO and social media channels, too!

    0
  • Lisa Muccigrosso
    Comment actions Permalink

    Part 2: Responding to social media in your support organization has been posted! Check out the tips and share your own here in the comments.

    0
  • Susan Geiger
    Comment actions Permalink

    Hi!  How long will this "conversation" stay posted online? I've had a lot of meetings today and would like to know how long I have to come back to this and read over the material presented here as well as the comments.

    Thanks!

    0
  • Andrea Saez
    Comment actions Permalink

    @Colin,

    If you have SSO and you know which customer is tweeting at you, you can easily link their twitter account with their Zendesk account.

    That's probably the simplest way of doing it. Otherwise, you could ask them to do the link themselves, as they'll need to log in via the SSO anyway.

    0
  • Lisa Muccigrosso
    Comment actions Permalink

    @Susan - the conversation will be posted online in our Community tips and tricks forum for the foreseeable future, so don't worry if you can't check back during the live discussion. 

    0
  • Lisa Muccigrosso
    Comment actions Permalink

    We'd love to hear how you respond to your customers’ support requests on social media. Give us examples of what you've done, or what you've seen others do well!

    0
  • Lisa Muccigrosso
    Comment actions Permalink

    Part 3: Optimizing use of social media in your support organization has been posted! Check out the tips and share your own in the comments here.

    0
  • Kristof Van Kriekingen
    Comment actions Permalink

    Thanks for all the feedback Lisa,

    We came to the conclusion that items like youtube,twitter, facebook etc are 99% of the time blocked at our customers companies. To bad :(

    Kind regards
    Kristof

    0
  • Lisa Muccigrosso
    Comment actions Permalink

    @Kristof - that's a valid point to consider. If you're supporting business products and services, your customers may not be able to reach you via social media channels because their workplace may block them. For those supporting consumer-facing products and services, though, this will be less of an issue.

    0

Please sign in to leave a comment.

Powered by Zendesk