Six Must-Do Things for Successful Customer Experience in Zendesk
Are you looking to improve your customer experience in Zendesk? Look no further! In this article, we will cover six must-do things that will help you achieve success in Zendesk. From using macros to creating a knowledge base, we've got you covered. Let's dive in!
📝 Table of Contents
1. Use Macros Whenever Possible
2. Do an Account Health Check Every Three to Six Months
3. Use SLAs
4. Collect Feedback
5. Create a Notification for Non-Business Hours
6. Have a Knowledge Base
1. Use Macros Whenever Possible
As a Zendesk agent, you may find yourself answering the same requests with the same kind of answer or with the same kind of modification of ticket properties. This is where macros come in handy. Macros are templated replies that can help you be more productive. If you find yourself doing something more than twice, create a macro for it. This will help you get rid of the repetitive, boring stuff so you can focus on the more interesting tasks.
Pros
- Saves time and increases productivity
- Ensures consistency in responses
Cons
- May not be suitable for all types of requests
2. Do an Account Health Check Every Three to Six Months
An account health check is an audit of how you have your Zendesk setup. Over time, you may have added a bunch of business rules that have become convoluted and slow you down. By doing an account health check, you can make sure that your Zendesk setup is clean and up-to-date. You can look for business rules that haven't been used in a while and delete them. This will help you have a smooth running system and avoid workarounds.
Pros
- Helps maintain a clean and efficient Zendesk setup
- Improves agent productivity
Cons
- May require significant time and effort to perform
3. Use SLAs
Service level agreements (SLAs) are a commitment of yours to your customer. They ensure that you take responsibility to get back to them within a certain number of hours and to solve their requests within a certain number of days or hours. SLAs can prioritize your requests and make them move up top to the queue. As a best practice, use the first reply time and the requester wait time. These are directly linked to your customer satisfaction.
Pros
- Helps prioritize requests and improve customer satisfaction
- Sets clear expectations for customers
Cons
- May require significant effort to set up and maintain
4. Collect Feedback
Collecting feedback is crucial for improving your product and customer experience. Don't be afraid of negative feedback. It can help you better your product and avoid losing customers. Make sure to collect feedback from anyone and everywhere. This will help you better understand your customers' needs and preferences.
Pros
- Helps improve your product and customer experience
- Builds customer loyalty
Cons
- May require significant effort to collect and analyze feedback
5. Create a Notification for Non-Business Hours
If you don't offer 24/7 support, you should have a notification letting your customers know when you're available. This creates rapport and sets the right expectations. Customers will know that somebody will get back to them within a reasonable time instead of just sending a request and not knowing if anybody's actually going to get back to them.
Pros
- Sets clear expectations for customers
- Improves customer satisfaction
Cons
- May require significant effort to set up and maintain
6. Have a Knowledge Base
Having a knowledge base is crucial for resolving customer service requests quickly and efficiently. Eighty percent of customer requests are always the same, so having answers to the most frequent questions can save you time and money. A knowledge base can also be indexed by Google, which encourages self-service and saves you agent time.
Pros
- Improves agent productivity and saves company money
- Encourages self-service and improves customer satisfaction
Cons
- May require significant effort to create and maintain
🌟 Highlights
- Use macros to increase productivity and ensure consistency in responses
- Do an account health check every three to six months to maintain a clean and efficient Zendesk setup
- Use SLAs to prioritize requests and improve customer satisfaction
- Collect feedback to improve your product and customer experience
- Create a notification for non-business hours to set clear expectations for customers
- Have a knowledge base to resolve customer service requests quickly and efficiently
🤔 FAQ
Q: What are macros in Zendesk?
A: Macros are templated replies that can help you be more productive by automating repetitive tasks.
Q: How often should I do an account health check in Zendesk?
A: It's recommended to do an account health check every three to six months to maintain a clean and efficient Zendesk setup.
Q: What are SLAs in Zendesk?
A: Service level agreements (SLAs) are a commitment of yours to your customer. They ensure that you take responsibility to get back to them within a certain number of hours and to solve their requests within a certain number of days or hours.
Q: Why is collecting feedback important in Zendesk?
A: Collecting feedback is crucial for improving your product and customer experience. It helps you better understand your customers' needs and preferences.
Q: What is a knowledge base in Zendesk?
A: A knowledge base is a collection of articles that provide answers to the most frequent questions. It can save you time and money by encouraging self-service and improving customer satisfaction.
