How to make your Zendesk more efficient?

In this video we will be answering 3 questions:

1. Are you trying to scale your business and Zendesk along with your business?

2. Do you want to see if you’re using Zendesk to its full potential?

3. How to make your Zendesk more efficient?

If you're asking yourself any of these questions or all of them, then you are not alone. 80% of Zendesk admins and agents are asking themselves this question.

In the video below I will guide you to ask yourself the right questions to see if your system can indeed be improved on.

With the help of the video you can better your:

• CSAT

• First reply time

• Agent efficiency

• Ticket resolution time

Process

• Account HealthCheck - a review of how the system is setup

• Team shadowing

  • Agent shadowing with various team members from different departments

  • Team leader shadowing

  • Admin shadowing

• Discovery calls about system setup and where it needs to be

• Client Homework

  • Use Cases - Collect all use cases and relevant setups for said use cases, delete the rest

  • Cleanup

• Going forward document - A guide to what the team needs to execute if they want to improve

• Collaborative configuration - where I help with workload of cleanup and optimisation

Video

Documents we are looking at during the video

Healthcheck example: https://docs.google.com/document/d/1S3kASnZ3JVD7LYkh2EMxeE7b9uZOBNh7MjwFeOIDsJE/edit

Business flows/Use cases collection example:

https://docs.google.com/spreadsheets/d/1aNi57bZfKWAjxFM9hXK1YVhHchJGXOc7UxuDkNBXb_w/edit#gid=523261866

Going forward recommendations document example:

https://docs.google.com/presentation/d/1-KTZk3Heb5TGiDt_LRgsT4KRQvC2IvPf/edit#slide=id.p8

OR BOOK A CALL WITH ME BELOW: