Zendesk is a customer support software that is widely utilized by businesses. The platform offers a range of benefits, but it can be challenging to implement and use on a daily basis. Depending on the size and resources of your business or organization, implementation can be tricky. There are numerous pitfalls that may result in major issues with using this software. If you’re planning to implement Zendesk now or in the future, we’d advise you to take note of these top 6 mistakes to avoid when doing so.
Section 1: Lack of Awareness of the Available Features
One of the most common challenges with Zendesk is a lack of awareness and understanding of the available features. There are a number of helpful and beneficial tools available within the platform. If employees aren’t aware of these features, they won’t be able to use them. This will result in a major obstacle for users and their ability to successfully implement and use the software. There are many options within Zendesk that can streamline operations and improve productivity. This can be done through automations, integrations, and other tools that Zendesk offers. If these aren’t used, it can cause unnecessary strain on employees and result in a less-than-ideal user experience.
Section 2: No Clearly Defined Objectives
Another significant mistake to avoid when implementing Zendesk is not having clearly defined objectives. If you don’t know exactly what you’re trying to accomplish when implementing this software, you’re likely to experience challenges. It’s important to clearly identify the goals of your Zendesk implementation. What are you hoping to achieve with this software? What will it help your organization achieve? Once you have a clear understanding of your objectives, it will be easier to choose the right tools and features for your needs. You’ll also be able to better evaluate whether or not the software is successfully achieving your goals. If you don’t have clearly defined objectives, it can be challenging to use Zendesk successfully.
Section 3: Inadequate Training for Employees
When first implementing Zendesk, it’s important to put a lot of emphasis on training. There are a number of users who simply aren’t comfortable with the idea of using the software. If your employees aren’t confident using Zendesk, they won’t be able to utilize its full potential. They may not know how to correctly and efficiently utilize the platform. This can create issues for employees and the organization as a whole. In order to avoid these challenges, it’s important to provide adequate training during the onboarding phase. This is a crucial component of the initial implementation process. Employees need to be comfortable with using Zendesk, and understand how to use it correctly and efficiently.
Section 4: Incorrect Ticketing Behavior
Another significant mistake to avoid when implementing Zendesk is incorrect ticketing behavior. Many agents make the mistake of creating multiple tickets for a single issue or problem. It’s important to try to address every issue with a single ticket. If you create multiple tickets for each issue, it will be challenging to track and manage tickets, which is confusing for agents and customers alike. It can also be difficult to track and monitor the progress of these tickets. If one ticket is created for each issue, it will be easier to follow and manage the progress of each ticket, and easier to identify broader trends and patterns.
Section 5: Using Too Many Channels at Once
It’s important to only use the channels that are necessary to solve each issue. In many cases, businesses use too many tools and channels. This results in confusion and misunderstandings. Zendesk has integrations with a number of different channels. These include email, SMS, and other communication methods. Depending on the circumstances, it may be best to only utilize a few channels. If you try to use too many, it can become overwhelming. It may be difficult to determine which channel to use when. It may also be challenging to ensure that all channels are properly integrated with Zendesk. This can create issues and make it difficult for employees to use the platform.
Section 6: No Integration or Communication with Other Platforms
When implementing Zendesk, it’s important to make sure that it’s integrated with your other business platforms. This can help increase the overall efficiency of the system. If you’re not integrating Zendesk with other platforms, it’s possible that your employees will have to jump between different tools. This can create inefficiency and frustration. It may also be challenging to ensure that data is properly shared and utilized across different platforms. Making sure that Zendesk is integrated with other platforms that your organization uses can help make your business more efficient.
Section 7: Wrapping Up
It’s important to avoid these common mistakes when implementing Zendesk. If you do, you’ll be able to implement the platform more effectively and successfully. If you need some support—especially if it’s your first time implementing Zendesk, then feel free to speak to us. We’re certified Zendesk Partners and we offer a simple Zendesk Express service that can get your business up and running with the platform quickly and efficiently, ensuring every base is covered.