Remove Assignee in Zendesk So That It s New Again
When Claire's internet was slow for the third time that twenty-four hour period, she emailed Sure to ask for help.
She attached a re-create of a screenshot showing connectedness stats, so later replied to the email to add together some actress information—all of which was stored in the same Zendesk ticket for the agent at Sure to view. The technical support team chosen Claire dorsum within the hour and talked her through the diagnosis of the problem on her service.
First they fabricated some changes to her contour settings. But when this didn't solve the problem, the ticket was assigned to a field engineer to take a look. The field engineer was able to solve the fault at Claire'southward dwelling house and airtight the ticket onsite using the Zendesk Support mobile app.
Each person who assisted Claire was able to see the results of the initial diagnostic tests, as well as her services and business relationship information, pulled in through a two-way integration with the company's billing organisation. Before Sure began using Zendesk, this procedure involved a series of back-and-forth phone calls and the creation of multiple tickets.
"Now it'due south all in i place," said Avril Trump, who manages a team of xviii reps at the company's Client Support Heart.
Avril's squad provides the first line of support for Sure customers in Guernsey, Jersey, and the Isle of Man—treatment everything from billing and technical queries, to general questions nigh Sure products, as well every bit logging error reports.
In cases similar this, when a ticket needs to be handled by another business organization unit, Avril'due south team CC'south themselves so that they can follow the life of the ticket. They've even set upwardly an automation and so that Zendesk will transport Avril an email if the Assignee field is ever missed. "I must admit, Zendesk has been a positive change."
The transition to Zendesk was a necessary development. Previously, the back up team was using a system designed for It organizations. "The old system, Heat, required massive customization and there were nevertheless holes," explained Sara Liddle, Head of Customer Strategy.
Sara is the steward of the customer journey at Sure. The teams across Certain are actively working to amend the client experience across the whole of the life cycle.
"Our vision and mission, and part of the strategy, is to enhance the customer experience and make improvements," Sara said. "We're mapping out key journeys. We prioritize any areas where we see a specific need or know there's a level of dissatisfaction. A lot of it is about communication, asking: 'How do we communicate better with customers? What tools do we take and how can we all-time utilize them?'"
Information technology'southward Sara's goal to use Zendesk for all customer communication. Using Zendesk Guide, Sure designed their help center with the same look and experience equally the company'southward main website, and use the announcements section at the top of the support page to convey operational status for all services and networks. "We dear the piece of cake access," she said. "We tin can change the message at 10pm, if we need to, without anyone coming into the part."
"What'due south really important is beingness able to take that unified approach," she continued, "using macros to help usa become the right tone of voice, and to ensure that people are responding in the aforementioned way."
The team at Sure is working hard to provide support across all channels: treatment phone and e-mail contacts, equally well every bit tickets generated through the web form or from Facebook posts. They also recently started receiving voicemail transcripts every bit tickets. Agents use views in Zendesk to manage workflow between channels.
While Guide has helped to deflect tickets, Avril'south squad has seen a marked uptick in email volume. "Electronic mail support is easier for customers with Zendesk. Nosotros reply a lot faster and the process is seamless," she said.
The introduction of Zendesk has gone smoothly and the company has begun using Zendesk for provisioning and order direction. When new orders are placed online, customers receive auto-replies from Zendesk to ostend their purchase, and to communicate delivery statuses—all in line with Sara'south vision to streamline the company's communications.
Sara and Avril measure out progress using the Zendesk reporting dashboards and Insights. They also utilise the SurveyMonkey integration to send out customer satisfaction surveys on the back cease of calls. Their adjacent pace is to define benchmarks past department.
"What's actually great is that Zendesk has made other departments admit that they need to take action on tickets, and they know there'southward escalations attached to tickets," Avril said. "Zendesk has really helped united states to provide better client support."
Source: https://www.zendesk.com/au/customer/sure/
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