Fine Tuning: Improving user Adoption for your Zendesk

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  • Lisa M.
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    Hello everyone! Part 1 of today's Fine tuning discussion has been posted. Please share your thoughts below!

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  • Andrea Saez
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     Have fun! Incentivize your agents!

     

    Any more ideas on this ? :)

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  • Lisa M.
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    @Andrea - I would love to hear what others in our community have done, too!

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  • Lisa M.
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    Part 2 is up! Check it out and share your thoughts here in the comments on getting your customers on board with Zendesk.

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  • Bill Hogan
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    In our product we provide "contact support" links that generate emails to our support alias.  We're considering changing those to links to a ticket submission form so we can collect more information up front and avoid iterating just to gather the facts.  

    However, many people here are concerned that we'd get less contacts as people might pass on filling in the form.  Do you have any data to show that ticket volume is not impacted by such a change?  Probably it is hard to attribute volumes with a change in the submission method, but wanted to ask in case this is something you've already examined.

    Thanks!

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  • Lisa M.
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    @Bill - while I don't personally have any data to share, I hope someone from the Zendesk community who has made such a change can share their experience with you. We do consider it a best practice to use ticket submission forms with required fields to collect necessary information up front - as you say, this avoids back-and-forth ticket interactions just to gather facts. I recommend downloading the Zendesk Customer Service Benchmark to learn more about what makes customers happiest - you'll find that quicker resolutions lead to happier customers. The faster you can get your agents the info they need to solve an issue, the happier your customers will be with the results!

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  • Colin Piper
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    Bill, every customer is different. I am an email centric sort of person so when I log a ticket with Zendesk, I just email them. However as an admin for a helpdesk, I wish everyone would use a webform as this provides us with more information up front. I have done as much as I can to make the form simple but effective but I know that even though email is evil, I just will not eradicate it. So I agree with the idea of using an automated response to take the customer to somewhere that they may find more beneficial next time. We are experimenting with using prediction software to assess the incoming email and ultimately provide links back to the customer that are directly related to their query. This is better than dumping them at a search page.  We are not there yet but hopefully over the next few weeks we will have something in place. I personally think that the solution to needing more information is actually to give customers the ability to help themselves.

    I hope this makes sense.

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  • Lisa M.
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    Part 3 is up! Read our suggestions for keeping your users engaged with Zendesk, and share your ideas here in the comments. Looking forward to hearing your thoughts!

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  • Cheryl Wetherington
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    @Bill - I can tell you when we first moved our support desk to Zendesk, 99.9% of our submissions were to contact support via email. Over the last 2 years, those numbers have shifted, and about 40% now come from our help desk, and 45% come from direct email with the balance coming from social media. That is strictly a natural shift, as we still display our support email address on our corporate site. Our ticket numbers took a slight dip when we launched our help center, which I attributed to the fact that they could now search and self-help, as our form is pretty short, and I don't think it's a turn-off. I also think people expect to fill out a form of some type when submitting, and the initial information gathered can really help you be more efficient with your tickets.

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  • Colin Piper
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    In her 1pm update, Lisa mentioned a follow-up lunch-and-learn with your agents every so often, I wholeheartedly agree. Needs change but actually your ability to come up with new ways of doing things also improves as time goes by. We have been live now for just over 12 months and what I have today is very different to the original implementation. Your agents will often not understand the the capabilities so you need to inspire them. I would recommend you read the articles on how Zendesk uses their own product - share these articles around. Just recently I have been talking with one department head about replacing some other tool with some workflow in Zendesk. At the outset that wasn't even a dream.

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  • Bill Hogan
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    @Cheryl - Our experience is like yours.  Coming up on 2 years with Zendesk, and we're now getting 36% of our tickets through the web form without forcing anyone there.  We made a huge investment in our Help Center over the summer, our ticket volume has remained steady while our user base has greatly increased, so I think there is some good news in there.

    @Lisa - thanks for the link, and I couldn't agree more about driving for quickest possible ticket resolutions.  It's a constant focus for our team.

    @Colin - we're also looking at parsing the incoming emails and auto-responding with an appropriate link, with monitoring by an agent who can join the dialog at any point.  Nothing live yet, but an area of investigation for us.

    Thanks all for sharing the ideas!

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  • Andrea Saez
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    Sorry for the super late reply - time differences and all :P I am interested in figuring out how to incentivize agents, as that's a big thing I want to work on with my team. 

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  • Diane Albert
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    Andrea - I can tell you what's working with our sales agents...and presumably, a measurement goal is a measurement goal, whether it's $$$ accounts or customers served appropriately, right?  As long as you are measuring something that everyone agrees is important and can be measured fairly, then you have an attainable goal.

    so...what can you do when that goal is achieved...or how to help get to that?

    Our current game is called "the box game".  our sales agents are in a cube farm, we wear headsets, all sales are done in this room.  That's important to know the environment because it's not too far off from a casual call center.

    On our conference table are 4 boxes.  Only one box may be in play at a time, but the agent who gets the box can swap for one on the table.   The boxes contain envelopes with items like "leave 2 hours early", "pizza party for the office", "Sheetz run" (my East Coast USA folks will know about this!!!), "$25 gift card", etc.

    When an agent gets a sale AND that sale is fully established in our system, they go get the box from the last person who had it.  With 12 agents, we send emails.  Then we can congratulate $$ earned and be competitive on who has the box.  At random times during the day, mgmt folk go ring a bell.  If you have the box when the bell rings, you get what's in it.  You then restuff the box with a new envelope and leave it on the table.

    The fun part is this:

    our agents love to one-up.  Agent 1 has the box...and everyone is trying to get it from him.  Well that may mean that 2 others get a sale at the same time...and so Agent 2 takes the box, but has it for all of 5 minutes.

    Since i'm one of the bell ringers, I can ring it up to 2x per day.  I get instant messages, people at my cube, emails, etc "ring the bell".  I have no idea WHO has the box...because it's not always the box holder who is asking for it!

    I have a growing stash of loot from my trips to the bell as a thank you.  I know by the type of thing who gave it to me.  Butterfinger minis, K cups...each agent has their appropriate "Diane bucks" that they leave for me.

    This was a new game for us, but it's turning out to be a lot of fun and of course our reps are figuring out all the great cheats to it....they are such creative critters.  It's funny to watch as well.

    Diane

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  • Lisa M.
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    @Diane - thanks so much for sharing this! It sounds like you've got a fun place to work. :D

    @Andrea - check out the 1pm update from yesterday - you could use some of the ideas in the For your agents section to help brainstorm stuff that would work for your own team.

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