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Alex Coburn Davis (he/him)'s Avatar

Alex Coburn Davis (he/him)

Joined Jul 03, 2023

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Last activity Oct 28, 2024

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ACTIVITY OVERVIEW

Latest activity by Alex Coburn Davis (he/him)

Alex Coburn Davis (he/him) commented,

Community commentAnnouncements

Hi @... - we've just started work on a project to capture voice of customer information. I'd love to understand what is being worked on - and also, what ideas within Zendesk (as it currently is) can be used to harness this information.
Are you able to point me in the right direction?

View comment · Posted Oct 28, 2024 · Alex Coburn Davis (he/him)

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Alex Coburn Davis (he/him) created a post,

Post Discussion - Success with Zendesk

Hi!

I'm looking for some advice on how best to set up business schedule rules that represent our 'follow the sun' coverage approach, while reflecting the business hours that match our clients in their various locations around the world.

Our customer experience team is split over 5 geographies - UK, PT, IL, USA & AUS. With this, we have near 24 hour coverage 5 days a week, and 9 hours covered on a Sunday (IL schedule is Sunday - Thursday).

Our clients are located all across the globe, so we want our SLA's to match their business hours. We'd assign 'GMT -12' through to 'GMT +12' to each company, so that we could have their business hours start at 9am and end 6pm at their local time.

My question here though is this: how do we correctly represent the coverage of our agents in their local geographies? If there is a public holiday in the USA that would mean we had no coverage, how are we able to stop the SLA for this period, etc.

Does anyone have a similar set-up? Is anyone able to give me any advice on how to best do this? Am I overcomplicating things?! Perhaps! Am I not being clear? Maybe...

 

Thank you in advance!

Posted Jan 23, 2024 · Alex Coburn Davis (he/him)

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Alex Coburn Davis (he/him) commented,

Community comment Q&A - Tickets and email

Hi Brandon (729) - we want the information that we require on the essentials card, as we don't want the agent to have to switch views in order to see relevant client information.

We already have a lot of information in the customer / company tabs that is relevant to see on the ticket in the essentials card, which can't be pulled over.

I think the idea of the card is nice, just the fact that there is limited customisation restricts the usefulness of it. 

Another limiting factor is that we can't test it in the sandbox area - as told to us by one of your support staff.

View comment · Posted Dec 12, 2023 · Alex Coburn Davis (he/him)

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Alex Coburn Davis (he/him) created a post,

Post Q&A - Tickets and email

I wanted to get some feedback on how you are using the Essentials Card configuration that has recently been released (announcement here).

We are wanting to add as much useful information for our Employees so that they can understand who they're talking and tailor their assistance accordingly.

We want to pull some basic information from Zendesk, for example:

  1. Avg. CSAT for the client,
  2. Number of tickets opened in the last X days,

Alongside this, we'd like to pull some customer data from our platform system via our integration with Salesforce. Is this dynamic?

Thanks in advance for giving me some insights.

Alex

Posted Aug 23, 2023 · Alex Coburn Davis (he/him)

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Alex Coburn Davis (he/him) commented,

Community comment Q&A - Workforce management

Thank you,Neil & Ifra Saqlain!

View comment · Posted Aug 18, 2023 · Alex Coburn Davis (he/him)

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Alex Coburn Davis (he/him) commented,

Community comment Q&A - Tickets and email

View comment · Posted Jul 27, 2023 · Alex Coburn Davis (he/him)

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Alex Coburn Davis (he/him) created a post,

Post Q&A - Tickets and email

Hi!

We have many CSM's who will internally place a note on a ticket between a CX Agent and a client - and if the ticket is on Pending or On Hold this note can be missed due to it not setting the ticket to open.

Is there any work around here?

Our agents receive so many emails & notifications from ZD that it's easily missed if an important note is placed by a CSM who is a light agent on a ticket.

Any advice would be amazing!

Thanks!

Alex

Posted Jul 14, 2023 · Alex Coburn Davis (he/him)

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Alex Coburn Davis (he/him) created a post,

Post Q&A - Workforce management

Hi!

We're currently trying to find the right tool for us to help automate / make easier the quality assurance process of our agents tickets.

We want to look mostly at criteria that are not measured by other areas: i.e. the human factors of the ticket. E.g.:

  • Sentiment: Was the agent kind in their language?
  • Urgency: Did the agent's approach match the urgency of the ticket (i.e. short concise answers if the client is agitated?)
  • Language: Is the spelling & grammar correct?
  • Language: Is clear language used (i.e. non-technical / internal jargon)
  • etc.

Do you have any suggestions? Any feedback? I'd love to hear them!

Best,

Alex

Posted Jul 14, 2023 · Alex Coburn Davis (he/him)

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Alex Coburn Davis (he/him) commented,

Community comment Feedback - Ticketing system (Support)

Hi Shona thanks so much for this!

Tim McLean just to confirm, the 'context panel' is the panel that an agent can toggle open or closed while still being able to see the thread of messages on a ticket?

View comment · Posted Jul 12, 2023 · Alex Coburn Davis (he/him)

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Alex Coburn Davis (he/him) created a post,

Post Q&A - Tickets and email

Hi!

We're trying to build out our customer profile in a better way - so that our agents have more of an insight into the client that they are interacting with, and therefore are able to provide a more specific and informed type of knowledge.

I would like to know how to modify the layout / content of the 'Customer Context' button on the right-hand side of a support ticket. Is this possible? If so, how?

Am I able to utilise API connections to autofill boxes,
e.g. ☑️ Is this client an Admin (pulling this data from our system)
e.g. Free Text Box: What is their job title in *our system*

Below is (a beautifully blurred mess) that explains a little better as to where I want this information to sit (so agents don't need to click away from the ticket to find information on the Contact Button on the top left-hand side.

Thank you in advance for your advice, tips, tricks etc. I'm very happy to jump on a zoom, or if you're in Lisbon, meet for a coffee to discuss!!

My best,

Alexander Coburn Davis

Posted Jul 03, 2023 · Alex Coburn Davis (he/him)

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