Zendesk Support Messaging instead of Mail - Drawbacks
Hi
As a longtime Zendesk user, I had the privilege to experience Mail Support from Zendesk:
Compose your mail, add your pictures, check for completeness - and send your request.
Now, though, Zendesk got fancy and "innovative": You will certainly get less tickets, if you make it hard to state your problem: First, you have to conquer the bot with its incredible set of questions. Then, you can compose your message - mind you, text only...
Then, send it off, and you will get the exact same thing as in the original mail case - "we got your ticket, we'll come back".
In the former scheme, you had delivered a complete description of the problem. Now, you have to wait for some good soul to open a ticket, and then allow you to post your images and detailed descriptions.
Looking at the whole process, I have a hard time to see the customer benefits: You spend more time, and you need to explain things multiple times before Zendesk knows what you want.
Now, if I'm no longer interested in getting bugs reported, I'd do exactly what Zendesk has done: Make it hard to impossible to open a ticket, and all the not-so-important and important tickets will just not happen.
Why, is my question here?
OK, that's not all folks - here's the first reaction of Zendesk to my partial request:
Boilerplate text that is pushed in my face, instead of anything useful.
The delay stemming from this completely useless messaging detour: one day, more or less.
The "responses" cited in the boilerplate above are ... well, what I clipped from that mail. Once again, 100% free of value added.
My question remains: WHY?
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Hello Peter!
Thanks for this post.
We’re no longer collecting feedback on the support experience via these comments, as many felt it was too cumbersome and it didn’t give us an accurate picture of everyone’s experiences. So, we created this survey form, which will be our official intake process for feedback on the support experience going forward. It will allow us to better quantify and respond to your feedback.
Since we’re changing this process, we’re now closing the comments on this article and look forward to hearing your thoughts in the survey. As stated in the article here, with each update, we’ll share a summary of the feedback we’ve heard from you and the improvements that follow it.Thank you as always for your feedback!
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