How to optimise and scale your Zendesk customer service system
In this video we will be answering 3 questions:
Are you trying to scale your business and Zendesk along with your business?
Do you want to see if you’re using Zendesk to its full potential?
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