5 Things To Look For When Choosing The Right Zendesk Consultant.

Make the right decision in choosing your Zendesk Consultant with our five-step advice list.

Your business is on a roll, and we bet you have a lot of things going on. You hire people and teams for an extra hand and extra experience, but that in itself comes with another task for you - decision making. đŸ˜±

When it comes to choosing the right Zendesk consultant, there are some important facts you need to take into consideration. And for this, we will happily share a short list of 5 things to check when hiring the best Zendesk consultant for you.

1. GET Business requirements

The first thing you have to do is to collect your business requirements. Be honest with yourself and the goals that you’re trying to achieve. You have to understand what you want and where you’re at with your business. You can’t rely on the phrase “I know what I don’t want!“, which won’t take you very far. Also, think about this: do you think any successful business has ever started like that? To help you with collecting your business requirements, we recommend looking at a summary statement categorized by:

  • Project Scope

  • Goals & Objectives

  • Needs Statement

  • Project Requirements

  • Identify Stakeholders

  • Project SWOT analysis

  • Project Limitations and Schedules

đŸ”¶We have a detailed Business Requirements Plan below, available by submitting your contacts.

2. Ask for a demo

We recommend you taste the cake before you buy it! 😉 How about asking the consultant for a bit of a demonstration of their skills and services, tailored to your business needs? A personalized demo can give you a “taste” of what kind of help the Zendesk consultant can give you in the long run. Can they help you achieve your business goals and if so, how?

3. Make sure you are understood and listened to

You want and need to work with someone who gets it. If you feel they didn’t get it, then that’s your cue to move on.

However, before that, you want to work on identifying if you have been explaining your requirements and goals well. There might be the case where if you skipped step number 1, then it’s not necessarily the consultant’s fault. No offense here! Go back to step one, and give it another try! Good communication saves the day! 🎉

4. Ask for guarantees

Have the guts to ask these questions: Can we pay once we’re happy? Can we do a 1 week's trial? And if we don’t like it, can we part ways without any tension? These are essential to see if your consultant just wants a quick buck or is invested in your success and their work. By this, you can also see the grade of their trading skills. After all, there is no knowing without trying.✌

5. Establish Trust

How “real” is your Zendesk consultant? Do they have good credentials? Do they have testimonials from real people? Get to know your potential Zendesk consultants before you sign a contract. Even with a short time experience on the market, feedback on their work is valuable in your decision of using their services. Take, for example, certifications like Support Administrator Expert, Chat Specialist, Explore CX Analyst Expert, etc.

See the complete list of Zendesk Certifications here.

 

Are you ready to choose your Zendesk consultant now?

We might be the best one for you!

What is ROCA’s business?

Working on building a better world and offering meaningful experiences is our way of doing it. We are creating Clever Zendesk business processes for better results in customer service and your internal teams. We have enough experience to work with from:

  • 14 years in Customer Experience

  • 8.5 years as Zendesk Consultants

  • Ex-Zendesk employees

  • A 12 People Team

  • 260+ projects completed

  • 6 Zendesk Certifications

What can ROCA do for you?

1. Help you automate as much as possible of your business to not waste your time on repetitive tasks;

2. Help you with routing so your team knows what to work on and decrease first reply time;

3. Help you look at the right metrics so you can increase your team’s productivity and report to management;

4. Simplify your processes so you don’t crash everything if you change something;

5. Help you get rid of bad reviews and increase your CSAT;

6. Integrate with other systems so you can have a 360 degrees view of your customers.

✅ You can pay us once you’re happy đŸ˜ŠđŸ€

TRY US! 👇

 

And lastly! Remember the business requirements list we mentioned in the first step? Get them for FREE by completing this form.

 

If you have any feedback or questions, we’d love to hear them.

You can send an email at dominic@roca.work if anything.

SEE YOU SOON 👋

Customer ExperienceGuest Userzendesk, business, businessrequirements, projectscope, swot