Many companies today are placing increased emphasis on the customer experience. They’re streamlining sales processes, reducing friction wherever possible, and putting more emphasis on marketing and branding to attract more customers. This all sounds great on paper, but how do these organizations actually put these principles into practice? By creating a support team that is as effective as possible.
This article will explore everything you need to know about Zendesk for support teams. We’ll show you how this system can help your company improve its customer service while also increasing operational efficiency among your support agents.
Section 1: Why Use Zendesk?
First, let’s take a look at the key benefits of using Zendesk for support. Zendesk’s software is designed for scale, so it can be implemented quickly and easily across multiple departments or organizations. It is designed to work with your existing infrastructure, so there is no need to change your communications systems, and offers a wide range of functionality that allows organizations to quickly customize their support team to meet their unique needs.
Zendesk’s cloud-based system has a low total cost of ownership, allowing companies to realize significant savings in their support costs while increasing support effectiveness. It provides robust analytics and reporting tools, allowing organizations to track their customer service performance and make necessary adjustments along the way. And using Zendesk for support also allows you to integrate with a wide range of third-party tools, allowing organizations to use the software they already know and trust.
Section 2: Configuring Zendesk For Support Teams
Now that we’ve discussed why you should implement Zendesk into your customer service operations, let’s dive into the specific steps for doing so. First, you need to identify which departments will be using Zendesk.
Zendesk can be used to support a wide range of departments, from sales and marketing to HR and IT. Zendesk’s software can be accessed online via a web browser, or you can choose to download the software to your computer. You should choose an installation method that best suits the needs of your organization.
Once you have Zendesk up and running, you can create a separate support team that is solely responsible for handling customer support with Zendesk. You will want to create a structure that makes the most sense for your organization. For example, you could create a structure that includes a help desk, a support queue, a knowledge base, and other entry points.
Section 3: Streamline Your Customer Service Processes
Next, you need to streamline your customer service processes. By organizing your support teams and customer service processes into departments, you can easily add and remove support agents as necessary. Zendesk comes with several default departmental settings that you can customize to meet the needs of your organization.
When using Zendesk for support, departments will have access to their own ticketing boards, where each ticket is used to track a customer issue. In these ticketing boards, you will want to give your support teams the tools they need to quickly and accurately resolve customers’ issues.
For example, you could use a ticketing board to assign a unique tracking number to each ticket, provide an estimate of how long it will take to resolve the issue, and offer customers an opportunity to provide feedback after they’ve received a resolution. You will also want to consider how you might use Zendesk’s reporting and analytics tools. These tools can be used by all departments within your organization, but they can be particularly useful for your support teams.
Section 4: Automate Processes Where Possible
Finally, you should automate as many processes as possible. Zendesk can be used to create automated rules based on a wide range of conditions. This functionality can be used to add efficiency to your support operations.
When using Zendesk for support teams you can automatically route tickets to the most appropriate agent based on the issue type and the customer’s department. For example, if a ticket is received from a customer in the sales department, the ticket can be automatically routed to the sales team. If a ticket is received from a customer in the IT team, the ticket can be automatically routed to the IT team.
Zendesk can also be used to automatically close tickets based on the type of resolution. For example, if a ticket is resolved with a “solved” response, the ticket can be automatically closed. Zendesk can also be used to automatically send customers automatic reminders, such as automated emails when a ticket has been unresolved for a certain period.
Section 5: Train Operators and Provide Tools
Next, you should train your support team on the tools, functionality, and best practices of Zendesk. You should also provide your support teams with the tools they need to operate in the most efficient way possible. Zendesk provides training and assistance for organizations that are implementing its system for the first time.
For organizations that have been using Zendesk for support for some time, there are online training resources that you can use to help your support teams become more efficient. Zendesk also has a robust knowledge base that you can use to provide your support teams with helpful tips and best practices.
One of the best ways you can help your support teams is by allowing them to customize Zendesk to fit their unique needs. By providing your support teams with the tools they need to customize the system, you allow each team to use Zendesk for support in the most efficient way possible for their department.
Section 6: Conclusion
Finally, we hope this article has provided you with a comprehensive overview of Zendesk’s capabilities. Zendesk is an excellent system for managing customer service, but it will only be effective if your support teams are knowledgeable and efficient.
By creating a support team that is responsible for managing customer support with Zendesk, you can improve the customer experience while also increasing efficiency across your organization.
To do this, you need to first identify which departments will be using Zendesk, streamline your customer service processes, automate processes wherever possible, and train your support teams on the tools they need to be most effective.