by Rodrigo Hora | Apr 12, 2023 | English, Zendesk Onboarding
Customers have high expectations when it comes to customer service. They expect fast responses and solutions that work around their schedule – not yours.
One of the best ways to improve response time and keep your customers happy is to implement a ticketing system for your support team. A ticketing system is a software used to automatically track and organize customer requests, streamlining communication between support reps and customers.
In this article, we will explain how Zendesk users can get the most value from their Zendesk ticketing system.
How a Ticketing System Works
A ticketing system creates a support ticket and records each customer interaction for future reference. The ticket is then assigned to a help desk agent who resolves the issue. Upon completion, either the agent or the customer may close the ticket, which may be reopened if the issue is not fully solved or if a similar issue arises. A ticketing system’s reputation is based on how integrated and friendly it is to the customer and the agent.
How To Use the Zendesk Ticketing System
Zendesk has arguably produced one of the best customer support products. During the G2 2023 Best Software Awards, Zendesk was ranked #1 best customer service product and #1 Best Software Product. The competence of this ticketing system is based on its features’ flexibility.
Getting started on Zendesk starts with creating a helper’s account. This is where you put contact details. On the dashboard, Zendesk has all the support channels it offers where you need to put the domain. To address your customers, you can use the following:
Zendesk Core Features
Upon completing the sign-up, Zendesk has features that make it easier to use and navigate. These tabs are:
Views: This tab has all tickets, whether created by a customer or a team member. The tickets are grouped and have features explaining the following:
You can sort the Zendesk tickets to “Recently solved” or “All unsolved” for easier access.
Admin: This is when you want to make adjustments to your Zendesk account. It has tabs such as:
- Business Rules
Zendesk Explore: This reporting tool aggregates customer service data to insights that are easier to comprehend.
Zendesk Chat: At this point, you are all set. This dialog box helps you communicate with your customers on the website in real time. You need to click on the preferred visitor and chat. Immediately after you generate the chat, it creates a Zendesk ticket and appears on the dashboard.
Zendesk Talk: This is where you handle all the incoming calls. You can customize the queued phone users and limit when one can be routed to voicemail or put a custom greeting.
Optimize Your Zendesk
Zendesk is one of the most powerful customer support tools available. But to get the most value from your software, you need to perform a complete assessment and optimization of your tools and flows.
Aktie Now helps you to utilize Zendesk to its full potential by upgrading, fine-tuning and personalizing your Zendesk platform. Contact us now and let’s take your customer experience to the next level!
by Rodrigo Hora | Mar 9, 2023 | English, Zendesk Onboarding
When you discover your current helpdesk software is inefficient, unreliable, and unable to meet your company’s needs, consider moving to another platform. Zendesk, an award-winning customer software, is a faster, smarter alternative to several helpdesk systems. It helps improve customer experience and ensure the best choice for your business, making customers happier through text, email, chat, social media, phone, and live chat.
To migrate your current customer support data into Zendesk, it is essential to know what you are getting into so you can avoid unnecessary speed bumps. This article will help you prepare for a successful Zendesk migration.
Effective Ways to Prepare for Zendesk Migration
Migrating to Zendesk offers multiple benefits to businesses looking to streamline their customer support systems. Following these steps will help to ensure your migration process is smooth and successful:
Invite the Right People
Migrating to Zendesk requires involving team members that know your customer processes and data to ensure the success of the entire process, as they have a better understanding of companies’ customer support. In addition, such individuals are familiar with what data to neglect, delete, and restore when migrating, including what is important for migration.
Select a Migration Method
Depending on your resources, budget, and other aspects, you have several methods to facilitate your Zendesk data migration process. You should learn their specific pros and cons before settling for a given Zendesk migration method. Some of these methods include;
- Via Zendesk’s API: If you have a reliable team of developers, this method can be ideal when migrating to Zendesk. However, ensure your existing helpdesk supports data export through API or CSV.
- Zendesk Consultants: There are a lot of third-party consultants available to act as project manager for your migration. They will help to ensure the migration is successful and stays on track.
- Using Data Migration Software: You can also use technology, such as Import2, to automate the technical aspects of your migration such as mapping fields, importing and exporting data. This can make the migration process easier and less tedious for your team.
Remove Unnecessary Data
Irrelevant emails, expired events, spam tickets, unassigned tickets, and AI duplicate data are some items to delete or neglect when migrating to Zendesk. It is a cost-saving step when preparing for Zendesk migration, since the more data you migrate, the more you spend. Besides, a successful migration does not involve moving everything from your current system to Zendesk.
Before launching the migration process, evaluating your records and preparing Zendesk is crucial. When setting up the platform, you have several steps to follow besides logging into your Zendesk account. Some preparations to perform include:
- Recreating the custom field you initially used
- Creating agent profiles
- Restoring all templates, automatic responses, and macro sets for seamless migration
- Deactivating triggers, automation, and notifications
Run Demo Migration
If you choose professional assistance when migrating to Zendesk, you can check a demo before moving. Most third parties provide demos free of charge, meaning you can check how a few tickets move to Zendesk. In addition, it allows you to determine what to fix and delete, including estimating the total cost of your Zendesk migration process.
Select the Right Migration Date
Migrating to another customer support platform can result in delays, support issues, or cut-off support flow. Scheduling when to migrate can reduce or mitigate various challenges or problems associated with the migration. Nonetheless, you can notify your customers about the migration process, including delays that might affect your support system.
Migrate to Zendesk Today
When preparing to migrate to Zendesk, it is necessary to make the process seamless and stress-free. At Aktie Now, we have a qualified team of experts to help you prepare and migrate to Zendesk hassle-free. Contact us to learn more today.
by Rodrigo Hora | Mar 7, 2023 | English, Zendesk Optimization
Zendesk is a powerful customer service tool that can grow and scale with your business. But as your business scales, you’ll need to refine and optimize your Zendesk configuration to meet your growing needs.
If your Zendesk portal is in need of some TLC, the following Zendesk optimization checklist will help to enhance productivity and allow your team to serve more customers better.
Zendesk Optimization Checklist
As businesses grow, IT teams can spend several hours organizing and sorting support requests while dealing with unsolicited ‘garbage’ tickets, leading to lengthier resolution times and a negative end-user experience.
But with automation, you can optimize your user support by streamlining the process of evaluating outstanding tickets, deleting unwanted tickets, and tracking agent performance. Here is a checklist to get you started:
- Sort and Prioritize Support Requests: The volume of tickets often varies throughout the day, week, or month when handling customer support. Understanding when you have more tickets is crucial to determine when to include more team members. On the other hand, you can spend more time training team members when support demand is low.
- Include Signatures in Agent Profiles: Most people are suspicious of unknown callers, emails, and links, especially with increased cyber threat cases. Adding signatures helps provide branded contact details and links, creating more personalized customer service. You can include both individual and branded signatures during your Zendesk optimization. However, it is essential to design each separately and keep it short.
- Bulk Delete Spam or Unwanted Tickets: Your Zendesk instance may contain ‘garbage’ tickets, including tickets originating from companies sending spam or automatic replies. Unwanted tickets can cause unnecessary processing or slow performance, affecting customer experiences. Leveraging automation can help bulk delete all tickets assigned to a particular group. It is also effective to specify a retention period to prevent unintended deletes.
- Add Forms to Help Center or Website: A web widget is an excellent way of receiving tickets since it offers more control over the submission process and results. In addition, it allows you to define custom ticket fields to gather the necessary details for additional workflows. As an admin, you have several ways to set up and customize forms and streamline the process of receiving tickets.
- Audit Licenses: License and user management is crucial to safeguard the security of your Zendesk ticketing data, besides controlling costs. Generating a report regularly allows you to review access control, login information of non-end-user accounts, and license assignment.
- Auto-solve and Auto-close Tickets: Solving pending tickets and closing solved tickets automatically can help to avoid backlogging. Nonetheless, it is essential to notify the customer about pending or solved tickets for them to take action where necessary.
- Deactivate Duplicate Notifications: Zendesk offers multiple triggers that notify you about updates or new tickets by default. Deactivating some notification features can help reduce clutter in your email box, especially if you have several alerts. For instance, organizations with several agents can deactivate some triggers to alert groups or all agents about new tickets. Suppose you need to restore these triggers, Zendesk allows you to reactivate them anytime.
Get Started with Zendesk Optimization Today
At Aktie Now, we can help you get started with Zendesk optimization and improve customer experiences in your organization. Our specialized team provides various end-to-end Zendesk services, including Zendesk optimization, Zendesk Implementation, Data Migration, and more. Schedule a call with us to learn more or fill out this form here, and we will reach out.
by Rodrigo Hora | Mar 2, 2023 | English
Take Advantage of These 6 Underutilized Zendesk Features
Organizations require specialized service desk solutions to serve customer requests, bug reports, feedback, customer concerns, and inquiries. Thankfully, Zendesk provides a reliable ticket system with various features for a complete customer service setup.
We observe, however, that many users are not taking full advantage of all that Zendesk has to offer. In this article, we will explore some of the most powerful, but underutilized, features that Zendesk has to offer.
6 Most Underutilized Zendesk Features
Zendesk is a robust all-in-one customer service platform. It features a wide range of tools, including live chat, employee engagement software, customer engagement software, email marketing, and a helpdesk.
You’re already familiar with the helpdesk, ticketing system, and community forums – as these are the key Zendesk features. But here are some of the most underutilized features you may not know about:
Custom views are one of the most underutilized features used to arrange requests, prioritizing them into lists based on particular criteria. It allows customer service teams to identify tickets that require consideration and respond through one view at a time. Some custom view instances in Zendesk Support include standardized viewpoints, and shared options.
A Service Level Agreement (SLA) is a standard that determines how quickly your support team is supposed to respond to a customer request. The feature also plays a critical role in tracking customer experience performance and reaching service-level objectives in Zendesk. You may set SLA service targets to track customer experience performance, SLAs can vary based on customers, services, and other characteristics of your process.
Zendesk includes a multilingual capability that can translate your help articles to various languages based on your customer’s language or location. Once you’ve selected the languages you want to support, Zendesk will automatically detect a user’s preferred language. Agents can also set their own preferred language by editing their profile.
Team leaders and agents can utilize the Zendesk Support mobile app to handle support tickets on internet-enabled mobile devices. The app offers a triage-focused ticketing tool to you to:
- Amend tickets and add comments
- Design tickets
- Get alerts when tickets are modified or published
- Pick a Talk state
- Sort, filter, search tickets and ticket display
Complicated workflows often lead to unproductive agents, poor customer satisfaction, and increased support costs. Luckily, Zendesk users can easily customize their help center without relying on in-house developers. Customizing your help center can lead to fewer tickets and lower support costs.
Triggers in the Zendesk platform initiate a workflow based on specific changes or actions on a ticket. Zendesk comprises recommended pre-configured triggers, and you can optimize from scratch or modify default ones. Some applications of triggers include:
- Providing updates on client satisfaction scores
- Alerting clients while out of the office
- Directing the most valuable clients to dedicated support teams
- Ticketing distribution through the channel
Getting The Most Out of Zendesk
Zendesk features offer several opportunities to enhance customer service while saving support costs and energy. From simple ticket tracking tools to advanced pre-configures automations, Zendesk provides several customization options like no other.
At Aktie Now, we provide a world-class customer support solution to empower the new era of service. Contact us to learn more today.
by Rodrigo Hora | Jan 18, 2023 | English
Usually, people don’t think that much about cybersecurity, at least not before problems emerge. It’s not a whole lot different with organizations and companies, but they very much have to pay attention to cybersecurity, at least if they want to continue operating and maintaining optimal customer experience. The good thing is, organizations are becoming more proactive about cybersecurity and adopting advanced safety measures, as well as raising awareness within teams. However, the situation still is far from ideal, with a lot of companies and customers falling victim to cybercrime.
What’s more, recently numerous cybersecurity breaches have turned into well-publicized scandals, seriously damaging the reputations of large companies:
- Facebook suffered heavily when the personal info of 533 million users was leaked.
- Marriott/Starwood hotels were struck by a serious data breach that lasted for four years before it was uncovered. By the time their cybersecurity issue was uncovered, data belonging to millions of people, including passport numbers, was stolen.
- In 2021, LinkedIn suffered a heavy blow, when data on 700 million users (phone numbers, emails, location, etc.) was stolen.
The list goes on and on. The epilogue is always the same, damaged reputation and extremely negative customer experience. But just how important is cybersecurity for customer experience in general? Do people think about their cybersecurity before being affected by cybercrime? What factors affect this? These are some of the most important questions we’ll address in today’s article.
Cybersecurity: a very brief introduction
The history of cybersecurity is closely tied to the phenomenon we call hacking. Without hacking and people who take advantage of less-than-perfect digital systems, there wouldn’t be any need of ramping up cybersecurity. Hacking is here to stay as it seems as if there are many motives to engage in it:
- To some people, it’s a way of illegally making money.
- Others simply do it for fun and treat it as a sort of intellectual challenge.
- Nowadays companies have in-house hackers (also called penetration testers) who help improve the company’s systems.
And from the early days of hacking, security breaches made for very alluring, scandalous headings. For instance, the capture of Kevin Mitnick in 1995, who used an incredibly efficient blend of social engineering and good-old hacking, made the news and must have seriously (and negatively) affected the experience of customers of companies like Motorola or Sun Microsystems, whose systems were compromised by Kevin Mitnick. And he didn’t even use advanced technology or use a VPN to hide from authorities. Today’s hackers have a lot more instruments at their disposal and it isn’t surprising that new data breaches are occurring practically every day.
Moving Forward: Cybersecurity in the Modern World
Thanks to the dissemination of digital technology, the availability of the internet, and, last but not least, the popularity of social networks, it is now very easy for companies to gather a lot of info from their customers. Moreover, people are more aware of the numerous risks to their cybersecurity and understand better how their personal data can be misused.
These are some of the main reasons why companies are paying more and more attention to keeping customers’ data safe; in short, companies that allow cyberattacks to happen, risk having very, very dissatisfied customers. Of course, there are other reasons why a company would want to ramp up its resistance to cyber attacks; there were, for instance, many cases where cybersecurity breaches seriously affected a company’s ability to function. But customer loyalty and brand reputation are still some of the biggest reasons why businesses around the world invest in cybersecurity.
It’s one thing to make these statements, but the reality could be different. In the next section, we’ll consider some recent studies which sought exactly to answer the question of how cybersecurity breaches affect the customer experience.
Data Breaches and Customer Experience
There’s a growing body of research showing that a cybersecurity breach drastically affects customer trust. In fact, customer trust and experience in general, are just the “final station” in the whole chain of consequences that start unraveling after a cyberattack has been successfully completed. The brand itself, the way it’s perceived by customers, also changes for the worse.
A study that focused on the context of data breaches in the hotel industry has found that members of the loyalty program mark the most drastic (negative) change in brand trust. In other words, if you as a company experience a serious data breach without taking the necessary measures to mitigate the consequences (more on this soon), you’ll probably lose your most loyal customers. “Non-loyal” customers might not be as affected, but then again they would probably stop using your services sooner or later, as they are by definition not that loyal.
Improving Customer Experience after a Cybersecurity Incident
Recently a team of researchers developed a framework for dealing with customers after a cybersecurity incident:
- Timely disclosure – waiting before disclosing information on a cyber breach can make customers very suspicious. It’s better to act as quickly as possible, notifying the customers about what happened to their data.
- Not downplaying the incident – sooner or later the extent of a cyber attack will be made known (for instance data might appear on Dark Web). This means that downplaying the extent of the incident will inevitably backfire.
- Taking the initiative – customers should hear about a data breach directly from the company, not from other sources. Ideally, the CEO would make a public statement across all important media channels.
- Directly contacting the customers – companies should consider sending emails to each customer who was either directly or indirectly impacted by a cyber attack. This will make things more personal and will contribute to the reestablishment of trust.
Cybersecurity incidents, even when not having a direct effect on customers, can seriously shake brand trust and negatively impact the way existing and potential clients perceive your business. Since positive customer experience is one of the major determinants of the intention to continue buying a specific product or service from a company, keeping cybersecurity up to date shouldn’t be an option but a priority.