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Alice Roberts's Avatar

Alice Roberts

Joined Apr 16, 2021

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Last activity Oct 29, 2021

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ACTIVITY OVERVIEW

Latest activity by Alice Roberts

Alice Roberts created an article,

ArticleZendesk programs and services

THE PROBLEM: As you’re starting out, customers are likely to ask the same basic questions about your product or service.

THE SOLUTION: Provide customers an easy way to find answers quickly and the ability to reach you easily if needed.

Note: We assume that you will move content overusing this app or start from scratch and that the content you want to share is for public consumption.

 

HOW TO START: 

STEP 1: Decide if you use your own help center site or Zendesk Guide

STEP 2: Determine where your customers need help

  • Pro Tip: You can also embed a help button on your website and make it available only on some or all of your web pages.

STEP 3: Determine what content is missing and process to create new content

  • Pro Tip: If you have Zendesk Suite Enterprise, utilize team publishing for creating content and content cues to automatically spot gaps in your knowledge.

 

THE IMPACT: Customers can self-service, which improves the customer experience and saves your startup time so you don’t have to respond to every customer question.

Edited Jan 18, 2023 · Alice Roberts

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Alice Roberts created an article,

ArticleZendesk programs and services

THE PROBLEM: Customers reach our for various reason but each interaction is treated the same. 

THE SOLUTION: Provide top customers the attention they need while tailoring communication to address all customer requests. 

 

HOW TO START

Step 1: Organize using Views so your team sees what's specific to them

Add_View_in_Zendesk.gif

Step 2: Tag VIP to prioritize high priority customers

SLA’s: You can set up SLA's to provide customer requests faster turnaround time based on tags like VIP

Tag_VIP_Customers.gif

Step 3: Use business rules (in settings) to push to view

Business Rules: You can set business rules to define if a set of conditions is met take these actions. To prioritize VIP customers, you would add the following conditions.

  • Tickets less than solved
  • Tickets that have VIP Tag

THE IMPACT: Stay organized to improve customer retention for top accounts and ensure customers feel heard on social.

Edited Jan 18, 2023 · Alice Roberts

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Alice Roberts created an article,

ArticleZendesk programs and services

 

THE PROBLEM: It’s hard to manage communication with shared inboxes/systems and multiple people helping your customers

THE SOLUTION: Provide a frictionless customer experience is key to retaining customers

 

HOW TO START: 

STEP 1: Decide who is going to be using the tool and to what capacity

There are two main user type in Zendesk - Agents and Admins. For startups, here's what we recommend when setting up for the first time and why.

Set up everyone as Admins: If you're a small team in a typical startup, having everyone have access to everything eliminates the need to share logins and added complexity.

Set up Agents and Admins: If you're in a highly regulated industry, you will need to set up different permissions so admins can control what agents can see and do.

 

STEP 2: Review what standard views need to be edited or removed

Keep it simple. Start with using these views:

  • All unsolved tickets
  • Most important tickets

Deactivate any views that are not important:

  • All unsolved views not needed
  • Recently updated tickets not needed 
  • Pending views not needed

Step 3: Do you have separate support and sales email addresses?

If YES - Add external addresses 

Integrate_Email_with_Zendesk.gif

If NO - Create ZD Email Aliases

Create_Zendesk_Email_Aliases.gif

THE IMPACT: Collaborate more easily and help your customers faster without bumping into each other.

Edited Jan 18, 2023 · Alice Roberts

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Alice Roberts commented,

CommentUsing Sell smart lists

Hi Rodger! Currently, your assumption is correct that communication through Support does not factor into Sell's communication fields. I would highly recommend that you go over to our Feedback page, to submit this!

 

View comment · Posted Feb 03, 2021 · Alice Roberts

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