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Tom
Joined Mar 20, 2023
·
Last activity Dec 10, 2024
Professionally, I've served many moons in SaaS & CX, with a passion for making processes frictionless and scalable - with a particular emphasis on self-help. Enter Zendesk. Personally, I'm a high extrovert, love to make others laugh, and am a biology nerd. My super-power is being able to write spoof lyrics to almost any song in about 5 minutes ;)
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Latest activity by Tom
Tom commented,
An up or downvote without context is of minimal value. It's like running a software Beta without allowing the beta user group to provide feedback regarding bugs or suggestions. As a “Product Owner” of written help resources, that's untenable.
Sure, I can code or pay for a third-party tool, but in 2024, I would consider the ability to create a few pre-defined checkboxes and a free-form text field for user feedback as ‘table stakes.'
(Note: While direct, please know my feedback is written from a “pro-Zendesk” stance).
And being an election year….
My name is Tom Kline, and I endorse this message :)
View comment · Posted Sep 18, 2024 · Tom
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Tom commented,
Similar scenario as Travis: We have multiple Brands (products) that all integrate, several more than others. Ideally, each should have its own help center so search results don't get muddied. However, separate help centers prevent users from managing all their tickets from a singular location and require multiple logins. It would be a significant CX improvement to be in Help Center 1, yet view tickets from Brand (product) 1, 2, & 3 - as many often relate due to product suite integration.
View comment · Posted Apr 18, 2024 · Tom
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Tom commented,
Our company provides an integrated suite of 10+ products to a customer base of roughly 90,000. Most customers have at least 2 or more. Each individual product requires its own unique ZD Guide instance for the best search results, chatbot setup, etc.
As stated, multiple guide instances only allow you to see tickets "per-product."
However, since the products integrate, ticket responses often reference different products and steps to take in each for best practice.
This is a 'confusion point' for our customer base and the ability to see all tickets in one centralized location would be a HUGE win for creating a more frictionless experience.
Feel free to reach out personally should wish. Having worked in SaaS & CX for 15 years in a multi-product environment, I'd love to explain or even 'put my own foot to the plow' :)
View comment · Posted Jun 01, 2023 · Tom
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