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Alice Roberts
Joined Apr 16, 2021
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Last activity Oct 29, 2021
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ACTIVITY OVERVIEW
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ACTIVITY OVERVIEW
Latest activity by Alice Roberts
Alice Roberts created an article,
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
- Pro Tip: We recommend Guide so you have more flexibility to update content by embedding Guide on your website
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,
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
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
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,
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
If NO - Create ZD Email Aliases
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,
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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