by Andrew Copeland | Jul 27, 2023 | English, Zendesk Onboarding
Setting up Zendesk Support can be a complex process, but having a plan or a checklist to work off of can make the process easier to navigate.
Here is an overview of what a basic Zendesk setup process typically looks like to help you quickly and easily get your Help Center up and running!
5 Essential Steps For Every Zendesk Set Up
The Zendesk Set Up process may vary depending on which products you are using and how you plan to integrate them into your business. But these 5 steps are essential to just about every Zendesk instance.
1. Invite Your Team
Zendesk works best when every member of your team has access to the information they need, and adding everyone’s email addresses to your platform from the beginning can help you make sure that everyone is ready to go. You can then consider how your business might best support each member of your team throughout the Zendesk setup and onboarding process.
- Navigate to the Admin Center and select Team > Team Members
- Click Add Team Member
- Enter the name and email address of each team member
- Select the Support Role from the drop down list
2. Set Up Your Support Channels
Making sure your customers have access to your Support in the way that works best for them is an important step in improving your overall customer service experience. This means making sure your teams are equipped to respond to customers’ needs by email, online chat, and voice chat as soon as you set it up instead of sticking to the original setting that only provides services by email is an important step in making sure your customers get the answers they need when they need them.
- In the Admin Center go to Channels > Support
- Follow the instructions provided to connect your desired support channels
3. Set Up Your Apps and Integrations
Choosing the best app options for the nature of your business can go a long way toward providing the most customized experience possible for your customers. Zendesk allows businesses to integrate a wide range of tools into their platforms, such as MailChimp, Salesforce, and JIRA, so you can deliver an exceptional customer experience within a unified system that is faster and more reliable.
- From Zendesk, go to Apps > Marketplace and search the integration you want
- Click Install
- Follow the directions provided to install and configure the integration
4. Set Up Your Ticketing Workflows
Quickly understanding what needs the customers associated with each ticket have can help your team provide more effective customer service. Your views, macros, triggers, automations, service level agreements, and other statistics associated with your ticketing workflows can give you an idea of how well each Support area is performing and which areas can benefit from improvements. Incorporating this data is critical, so your business can properly respond to customers’ expectations in a quick and credible manner.
- In the Admin Center, select Settings > Tickets
- Customize various ticket settings, such as ticket fields, tags, automations, and triggers.
- Configure these settings according to your support workflow and requirements.
5. Train Your Team
Provide training to your support team on how to use Zendesk effectively. Familiarize them with ticket management, responding to customer queries, using macros and automations, and accessing relevant customer information.
Explore More Complex Settings with Aktie Now
Setting up your Zendesk support module is a fairly simple process, but that doesn’t mean there is no room for error. Aktie Now provides several levels of implementation support, including a fixed-scope implementation that is designed to get you up and running quickly as well as more complex customizations and training.
Contact us today to learn how we can help you.
by Raycia Lima | Jun 7, 2023 | English, Zendesk Optimization
Zendesk and Pipedrive are two leading tools that are designed to help sales and support teams engage with their customers.
While Zendesk is a ticketing software designed for support teams and Pipedrive is a sales CRM used to track and manage the sales pipeline, the two can be integrated with one another to share data and improve the customer experience. Here’s how you can use the Zendesk Pipedrive integration to provide speedy resolution times and improve your sale workflow
What is Zendesk?
Zendesk is an all-in-one help desk system for better customer service. It offers a wide range of solutions that aid organizations connect with their customers and provide better services. With their robust ticketing system, Zendesk can significantly help your company improve response times, efficiently resolve issues, gain customer insights, increase sales and improve customer experience across multiple channels. Essentially, Zendesk offers an effective solution for efficient communication, productivity, customer support, and enhanced customer experience.
What is Pipedrive?
Pipedrive is a customizable sales CRM solution for efficiently managing sales leads. It helps automate most tasks of a salesperson and guides them through the sales process. With the Pipedrive software, businesses can effectively track leads and improve sales. It enriches all records with crucial marketing data and provides personalized tips to improve your sales performance.
Since Pipedrive is easily customizable, you can create your own sales processes and patterns to suit your specific business needs. In essence, Pipedrive integration helps businesses manage sales from end to end and keep their pipeline growing.
When to Use the Zendesk Pipedrive Integration
Pipedrive is a powerful sales management platform, while Zendesk is a robust customer service platform. Integrating the two solutions benefits businesses in aligning their sales and support teams. You should consider Zendesk Pipedrive integration when you want to achieve the following:
- Sync leads from Zendesk to Pipedrive
- Track the activity of Zendesk leads across all touchpoints
- Sync lead source and activity data
- Gain more buyer insights in Pipedrive as you interact with them on Zendesk
With this integration, you can automatically send information between Pipedrive and Zendesk. This allows your business to streamline customer communication and grow your sales processes.
How to Set Up the Zendesk Pipedrive Integration
Zendesk Pipedrive integration creates a unified system for support and sales reps to access both platforms’ customer information. This allows for quicker resolutions and better sales workflow. You can set up Zendesk Pipedrive Integration with your Pipedrive account by taking the following steps.
- Visit the Pipedrive marketplace
- Search for Zendesk and click on Install now
- Select the Pipedrive account you want to integrate with.
- Click on Allow and install
- On the new page, enter your Zendesk domain
- Click on Authenticate with Zendesk and select Allow to grant Pipedrive access to your Zendesk account.
- After the installation is complete, you’ll be redirected to your Pipedrive account
- After that, visit the Zendesk marketplace and search for the Pipedrive app and click on Install
- On the popup window, select your Zendesk account and click on Install
- Confirm the integration and click Install to connect and verify your Pipedrive and Zendesk accounts.
Let’s Help You with Your Integration Needs
Integrating your tools, including the Zendesk Pipedrive integration, can significantly set up your business for success. You’ll be able to provide high-quality customer services and focus on the right leads that promote growth.
At Aktie Now, we can help you set up the Zendesk Pipedrive integration. In addition, we provide various customer experience solutions to help businesses build better customer relations, increase revenue and achieve growth. Contact us today to learn more.
by Agência Verticis | May 10, 2023 | Zendesk Optimization
If you’re using Zendesk, you obviously know how important it is to handle customer requests as quickly as possible. You probably have a great ticketing system in place already, too. But even the most well-thought processes have a few bottlenecks that can prevent you from scaling.
Luckily, Zendesk users have access to various automations that can make ticketing systems more efficient and scalable.
3 Zendesk Automations To Scale With
Zendesk automations can help you handle a high volume of tickets and maximize your customer support team. Here are three Zendesk automations that can help you reduce manual workload:
1. Creating Zendesk Tickets Google Forms
Google Forms can be a clever way to gather helpful customer information through registration, feedback collection, and satisfaction surveys.
You can automate this process with softwares like Zapier to send the information from Google Forms to Zendesk as a ticket so your support team can take action.
3. Creating Zendesk Tickets from Third-Party Form Submissions
New customers usually check on the contact page when seeking customer service support. You can create a Zendesk ticketing automation using different Zaps for new form submissions to avoid leaving your customers hanging.
This includes creating Zendesk tickets from Typeform entries, Jotform submissions, Wufoo form entries, or Google forms, depending on what you use. This ensures that every client’s need is considered promptly and their requests are directed to the right customer representative.
3. Notifications for New Tickets
Although email and in-app notifications are suitable for customer support reps, you cannot expect them to be glued to the support app. Sometimes their attention is drawn to other things, such as tending to a customer. Therefore, they may keep some customers waiting or even miss some requests, especially if your company has a huge customer support volume.
By automating your notifications to new tickets, you can triage crucial tickets to a specific support rep or a rep who’s available at that particular time. You can do this by redirecting the notification to the app they’re using now.
Scale Your Customer Support with Zendesk Automation
There is an almost infinite number of ways to make customer care support services easier with Zendesk automations. Integration software like Zapier supports thousands of apps you can automate with customer support-related services.
Before you choose any Zendesk automation, assess how they can help you make your customer support services easier and how relevant they’re to your services. Contact us today to learn how our Zendesk automation services can help you better your customer support service.
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.
Prepare 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.
