Check out the business challenges and customer takeaways shared at SLFs for retail and gaming

18 コメント

  • Bianca Llamas
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    Posted for Angela:

    I loved the best practice sharing--especially the B2B use case of understanding what retailers need and understanding the questions their customers face.

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  • Nora Mullen
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    Posted for Kimberly:

    I learned that in Insights you can filter down data you want to see in the dashboard so CX agents can see in real time what’s happening. Also, I learned ways to communicate # of tickets solved per hour in real time.

     

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  • Bianca Llamas
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    Posted for Ima:

    Learning what you don't know and sharing industry best practices. 

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  • Jesse P
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    The idea of following up on comments, both positive and negative.

    Also, I'm seriously considering upgrading to Enterprise for multiple brands.

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  • Shelby
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    Different ways to quantify things that we are doing qualitatively. Such as the % of how a macros has changed

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  • Jess
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    I love the idea of putting positive and negative satisfaction feedback on the yammer feed to share with the rest of the company 

    Also, I'm excited about the future of the Web Widget.

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  • Jennifer Rowe
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    Posted for Weston:

    Happy to hear about how I can use Zendesk for the construction service industry to help demystify customer dissatisfaction in that industry.

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  • Aubrie
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    I liked hearing about the ways other customers are using custom fields and grouping in ticket forms.

    Also, I heard a lot of people talking about analyzing CSAT and I'm excited to look at our CSAT by channel.

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  • Justin
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    I liked hearing tips about the best time to send NPS surveys and CSAT surveys.
    It's about acting on the lever and not the behavior.

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  • NA-LAX-John Desilets-M
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    I liked hearing how what others are doing overlaps what I'm doing, and learning how they are doing things such as gamification for agents.

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  • Jennifer Rowe
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    Posted for Zachary:

    I liked seeing how other companies use Zendesk and specifically seeing how people follow up on CSAT results .

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  • DJ Jimenez
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    I'm looking at CSAT only manually right now, so I liked the idea of setting up a trigger to communicate to agents through email or other means so they don't have to manually go into zendesk to see it.

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  • John
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    How to better use Insights and data analysis.

    How to be proactive vs reactive, to become more resource efficient, how to plan better ahead with analytics.

    How to use social channels to get content/communication out.

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  • Daniela
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    I realized we've been measuring NPS incorrectly—way more frequently than the recommended once a quarter and after transactions (in a banner whenever you finish buying something). Our score was all over the place and always changing. Now I know how to measure it more effectively.

    Also, nested drop down fields! I was talking to the girls at Le Tote about their "About" field and they told me how to create levels for drop down fields. I thought, awesome--two colons are about to change my entire life!

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  • Jennifer Rowe
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    Posted for James:

    I heard about embeddables, and I love the idea of using that as a launching point where customers can search our HC or chat, and hopefully solve their own problem!

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  • Chris Tabasa
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    I think we make pretty good use of the API and zendesk features, but coming to an event like this helps us realize how we can tap into even more. For example, we heard about customer effort score, which is a really interesting question to ask customers, in addition to measuring NPS or CSAT.

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  • Scott Arrieta
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    Lot of things I heard about are things on Tile's roadmap.

    The CSAT/NPS discussion was good validation.I learned some best practices around stress testing survey methodology.

    Also, thinking about how we can close the feedback loop with the customer and how we're going to scale support.

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  • Jennifer Rowe
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    Posted for Bryan:

    Looking to further ways to improve self-service and how we can implement CSAT and NPS.

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