What's your 2015 New Year's resolution (in Zendesk)?

47 Commentaires

  • Dan Smith
    Actions pour les commentaires Permalien

    I want to gain more insight into the efficiency of my agents.

    I plan to do it by diving even more into the Insights reporting and also using my Leftronic dashboards more efficiently.

    1
  • Bob Mulholland
    Actions pour les commentaires Permalien

    My resolution is to make better use of our Help Center and give our customers the material they need to find the solution to their problem without having to reach out and ask us. 

    We have a lot of material already on Help Center, but we're still macro-heavy with content, so when changes are made to our system we have to update it on Help Center as well as macros. 

    What I hope to achieve this year is to reduce the amount of content in macros and replace it with links to the same information on Help Center, so that when updates happen Help Center is the only place that needs to be updated.

    As part of this, I also plan on using triggers to send auto replies based on keywords in customer messages, so that our Zendesk will instantly give them a link to a relevant Help Page article, saving them from having to wait for a response. 

    1
  • Carsten Falborg
    Actions pour les commentaires Permalien

    I want to get better at using insights. I would love to dive into the ocean of data and help my team to get even better at helping our customers.

    I also want to look into building some awesome integrations or even my own apps. Helping my team to get the right kind of info at the right time.

    0
  • Josh Greenwald
    Actions pour les commentaires Permalien

    My new years resolution for Zendesk is to implement a better triage process to improve resolution time and productivity. 

    0
  • Tyler Finch
    Actions pour les commentaires Permalien

    I would like to re-organize and improve our Help Center overall.  We have a good amount of information in our Knowledge Base, but I would like to work on keeping that information more organized and up to date.  Would also love to start customizing the theme and updating our UI to make it more appealing to our customers. 

    Plan to achieve this by sitting down with the support team and getting their insight into what they think would make the Help Center better.

    0
  • Jamison White
    Actions pour les commentaires Permalien

    Create a fully functional and complete Help Center for our clients to utilize. 

    0
  • Jamie Byers
    Actions pour les commentaires Permalien

    Blueprint my Zendesk instance! We will achieve this by writing out a full blueprint of how we want our zendesk to work, create a baseline we can use to revert back to if anything goes wrong, and implement the new blueprint.

    0
  • Sean O'Hara
    Actions pour les commentaires Permalien

    We'll be migrating our entire Knowledge Base from a ghetto wiki software over to the ZD Help Center. AND CANNOT WAIT for non-public Help Widgets so we can embed our help center into our platform!

    Please make that soooooooon

    0
  • Adam Goolie Gould
    Actions pour les commentaires Permalien

    @Jamie, I'm curious about this baseline blueprint idea.  Are you going to do it via your sandbox account?  What's the mechanism to revert back to your baseline blueprint?  How are you 'saving' all the various baseline info?

    1
  • Adam Goolie Gould
    Actions pour les commentaires Permalien

    I'm planning on seeing if Zendesk's native forum functionality is robust and feature-full enough to host the kind of support/feedback/content sharing dynamic we need, while seeing the degree to which other solutions (uservoice/getsatisfaction/etc) can integrate well. 

    I'm expecting sad tradeoffs either way...  

    0
  • Fernando Duarte
    Actions pour les commentaires Permalien

    I want to drive my company to adopt Help Center, and possibly adopt embeddables

     

    0
  • Jennifer Rowe
    Actions pour les commentaires Permalien

    @Adam, great question. Creating a blueprint was discussed in part 2 of our Fine Tuning last month. Jordan mentioned that customers use tools such as Word, Gliffy, or LucidCharts. You can ask him more questions on the Fine Tuning, if you'd like. And hopefully Jamie will reply here with more info about how he plans to go about it.

    0
  • Adam Goolie Gould
    Actions pour les commentaires Permalien

    OK I get the picture, thanks.

    0
  • Jamie Byers
    Actions pour les commentaires Permalien

    Hey @Adam! I will also answer this in the forum at https://support.zendesk.com/hc/communities/public/topics/200132086-Community-Tips-Tricks shortly but wanted to give you a heads up on what we are up to. To create the blueprint, first we made a flowchart of how we want all tockets to flow through our instance. This helped us identify the triggers, automations, and tags we will want to utilize as well as their attributes. We intend to implement this in sandbox for some ux testing but we know that wont cover all possible cases so we will make sure to be ready to gather data when we launch the new blueprint. We will also be ready to revert if necessary back to our previous state. 

    The way we will create a baseline in case we need to revert seems cool, but really we are taking the easy way out and just askinf Zendesk professional services to build out the baseline for us. Its a paid service, but definitely worth the money. Let me know if you have any other qs!

    0
  • Mark Fly
    Actions pour les commentaires Permalien

    I want to have most of my team involved with the content. Previously it was all my doing. I already have delegated several tasks , including first and foremost the free courses available at ZenU ! We even have all light agents have to review them!

    We will be adding an internal spoke for employees only. All of our internal material will be housed there. A HUGE task, but .... here we goooooo.....!!!!

    0
  • Aleš
    Actions pour les commentaires Permalien

    I plan to create a new template for an email response from Zendesk. I also believe that it could succeed in simplifying our system.

    0
  • Colin Piper
    Actions pour les commentaires Permalien

    With the New Year we are launching our Help Center at long last. Our New Year resolution therefore is to adopt a more self-service approach to support of which Zendesk and the HC is at the forefront.

    0
  • Erin Singla
    Actions pour les commentaires Permalien

    We have resolved to dive into the reporting feature to help us get a better understanding of areas of opportunity for customer service, workflow improvement and staffing.  

    We have been working with custom fields to try and simplify the reports we were trying to run with tags and so far it is working really well.

    Happy New Year Zendesk!

    0
  • Mai Madelung
    Actions pour les commentaires Permalien

    I'm going to take the Keboola Insights e-learning courses from Zendesk University, so I can customize our Zendesk to give my company better Insights into our ticket data:

    https://university.zendesk.com/default.aspx#/purchase 

    Happy New Year :-)

    0
  • Colin Piper
    Actions pour les commentaires Permalien

    I can certainly recommend these courses. I found course 2 very good and Course 3 very challenging. Just what I needed. 

    0
  • JP Niemann
    Actions pour les commentaires Permalien

    We are embarking on utilizing in-ticket Chat features this year. We have been trialing Zopim Chat and are very excited about opening another avenue of support to our customers.

    0
  • Jain Wain
    Actions pour les commentaires Permalien

    Since SEO is very important in our ecommerce business and Zendesk lacks a lot of SEO features, so my New Year resolution is to move out of Zendesk to Wordpress and a Magento extension for ticketing system.

    0
  • James Wolf
    Actions pour les commentaires Permalien

    Planning to use triggers to automate info in custom tickets fields to auto populate into custom user fields... hope this is possible! 

    0
  • Row M
    Actions pour les commentaires Permalien

    Hoping to delve more into Insights, NPS and Customer Satisfaction Surveys

    0
  • Penny Ashley-Lawrence
    Actions pour les commentaires Permalien

    Get implemented!!

    -1
  • Daniel Ruiz
    Actions pour les commentaires Permalien

    Our goal is to create a community for our users so they can share their work. We are also planning to convert all the help center informaton into video so our users can learn the product in an easier way.

    0
  • Anh Nguyen
    Actions pour les commentaires Permalien

    My goal is for our team to utilize many more of the features offered through Zendesk.

    0
  • Lyca Segal
    Actions pour les commentaires Permalien

    I'd like to learn more about Zendesk and it's full capabilities. This can be achieved by attending the free seminars regularly and utilizing ZenU!

    0
  • Robin Wiggins
    Actions pour les commentaires Permalien

    Our goal is to create a more robust Help Center for our users. We have a whole bunch of articles that we have on the boards to write this year. Also we want to make our Help Center more community based where users can share questions and ideas. 

    0
  • Lars Ravnholdt Frederiksen
    Actions pour les commentaires Permalien

    My resolution is to make better use of our Help Center and the Knowledge Base

    0

Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk