Community Roundtable: Decreasing agent touches and ticket volume with automations and triggers

5 コメント

  • Tom Mayes
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    This is all helpful information. We have been using automation and triggers since starting as a Zendesk customer a few years ago. With almost 2000 Tickets on average per month, and 10 active agents, we wondered how we could further decrease agent touches and the gross number of Tickets through better self-support. We initially focused on those inquiries that were repetitive.We designed a troubleshooter decision tree placed directly on the Support page of our site to guide the customer to a hopeful solution. Immediately we saw the number of Tickets decrease by 25% as the customer was able to get their answer directly from our internal guidance. We deployed troubleshooters for other products with similar results. Our success in providing direct customer self-help spurred us to create a tool-kit (Zingtree) for others to use. Likewise, our Zingtree troubleshooter trees have an associated app in the Zendesk app marketplace. The sidebar app allows the agent to see the complete history of what a customer tried. So, if a customer was not able to self solve from the embedded troubleshooter, and submits a Ticket, the agent is able to see the history of what the customer tried. This type of knowledge has been invaluable in facilitating the agent's immediate awareness of the situation (therefore less back and forth), as well as identifying bottlenecks in the troubleshooter process.

    We have always been impressed with Zendesk's myriad of options to create efficiencies.

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  • Scott Adamson
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    We have been using macros for responding to common questions and that saves a ton of time.  Simple and easy built in solution for a busy helpdesk.

    We also have partnered with CloudSET to roll through the tickets submitted and apply a number of components that cause the workflow to drop tickets into technology or communications and then further set status, point person and other criteria.

    We have found the combo in an education environment to pass a high percentage of the requests to the individual that can support the person quickly and easily.  If there are other components, we manually tweak from the unassigned list (which only consists of a few items).

    Over time I have also found that automations help with the daily updates, issues and priorities.  Overall, ZenDesk has been perfect in our environment and the best way for us to manage requests, priorities and tasks.

     

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  • LucasBruch
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    Great additional information all.  Love seeing how others are increasing efficiencies in order to provide superior customer support!

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  • Andrei Kamarouski
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    Thank you all experts for the experience shared! 

    I have a question for Risa Ward. How many tickets do sort using your triggers based off keywords? 

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  • Jessie Schutz
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    Hi Andrei! I'm glad you found the information useful!

    This Roundtable has been around a bit so I'm not sure that Risa will be around to respond, but I'll try to help if I can. I'm not sure that I understand your question, though...can you be more specific about what you'd like to know?

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