Zendesk is a powerful tool, but like any other tool, it can only be as useful as the person operating it. For this reason, it’s important to have a clear understanding of how to use Zendesk to its fullest potential.
To get you started, we’ve put together a list of six ways to use Zendesk like a pro.
1. Create a good helpdesk FAQ
It’s true that FAQs are often overlooked, but they are an essential part of any helpdesk. Well-written FAQs can help you to reduce the number of tickets you receive and make it easier for your customers to get the answers they need—which in turn, will make them happier. Plus, FAQs are a great place to direct customers who may not have been sure if their issue requires helpdesk support or not.
2. Automate your most-used helpdesk actions
Zendesk’s automation features provide you with a wide range of options to simplify the work you do on a daily basis. Whether you’d like to create tickets when certain keywords are used, automatically respond to certain tickets, or even create new tickets automatically, Zendesk’s automation features can be extremely helpful. In fact, this is one of the best ways to use Zendesk to its fullest potential.
One of the best examples of how to automate your helpdesk actions is to set up an auto-reply when a customer submits a ticket. This can be a great way to let customers know that you’ve received their ticket and give them an idea of when they can expect a response. This can be especially helpful if your tickets are open-ended and/or don’t include a time frame for completion.
3. Integrate Zendesk with your shipping platform.
Integrating Zendesk with your shipping platform makes it much easier to deal with customer queries about delivery times or package tracking. With Zendesk integration, employees handling these types of inquiries don’t have to log in and out of two separate platforms, saving time.
For example, if a customer contacts you saying they haven’t received their package, you can view their order in Zendesk and see the shipping platform it was sent through. This means you can immediately check the status of their order without having to start from scratch.
Zendesk will automatically update your shipping platform with tracking information as soon as it becomes available so that customers can see where their package is at all times.
4. Monitor the effectiveness of your actions with qualitative data
Zendesk offers plenty of quantitative data for you to analyze and draw conclusions from, but there are other ways to monitor the effectiveness of your actions beyond the numbers.
One of the most important aspects of customer service is how customers feel about interacting with you. If your customers are happy and satisfied with the results each time they contact you, there’s a good chance they will be more likely to return and recommend you to others.
A great way to monitor the effectiveness of your actions is to set up customer satisfaction surveys. Surveys are an effective means of gathering qualitative data that is less likely to be skewed by other factors such as satisfaction with specific team members.
5. Utilize trigger emails to automate responses
Trigger emails are a more advanced feature of Zendesk that allow you to set up emails to be automatically sent at certain times. They can be used to do everything from letting customers know when their ticket has been solved to letting your team members know when they’ve received new tickets.
They are a great way to set expectations and let your customers know that you are actively working on their tickets. They can also help to keep your team members on track and make sure they don’t miss any important information or deadlines.
6. Add automation to Zendesk
Another excellent way to use Zendesk is to use its API (application programming interface) to integrate automated tools. If you’re a developer, you can use Zendesk’s API to integrate your helpdesk with other systems and make it even easier for your customers to use.
If you don’t have the time or in-house capability to develop and integrate automated features, you might want to look at our Zendesk WhatsApp automation to enable chatbot conversations via text messaging and move customers off the inbound phone line. You can also check out our Thank You plugin to quickly resolve simple customer responses after a ticket is closed.
As you can see, there are many ways to use Zendesk. Whether you’re looking to save time or streamline your helpdesk, there’s something in Zendesk’s toolkit that can help.
To get the most out of how you use Zendesk, you should start by integrating your shipping platform and creating helpful FAQs. Once you’ve got a good foundation, you can start automating your most-used actions, adding a chatbot, and linking it up with Whatsapp to reduce inbound calls. Finally, you can monitor the effectiveness of your actions with qualitative data collected through online surveys, to ensure your customers are happy with your service.
If you want to know more about how to use Zendesk like a pro, get in touch with us. As a certified Zendesk Partner with a focus on problem-solving through automation, we’re always happy to help.