Zendesk Optimization
About Optimizing Zendesk
Optimize Your Zendesk for Improved Customer Experience and Sales Growth. Is your Zendesk setup in need of a tune-up?
Our Zendesk Optimization service can help you fine-tune your customer support operations and drive sales growth. Our team of experts will review your Zendesk configuration, business rules, and reporting to identify areas for improvement.
We'll work with you to optimize your ticket workflows, automate repetitive tasks, and streamline your support channels for better customer engagement. With our Zendesk CRM Optimization service, you'll be able to provide faster and more personalized support, leading to higher customer satisfaction and increased sales. Contact us today to learn how we can help you optimize your Zendesk and boost your business growth.
Process For Zendesk Optimization
At ROCA, we specialize in Zendesk Optimization services, helping businesses fine-tune their support operations and boost customer satisfaction.
Zendesk Optimization Process
The process might look complicated, but it’s the most efficient on the market!
Part 1 - Client Preparation for Zendesk optimization
In this phase we collect business requirements to be able to Optimize your Zendesk CRM. We start by understanding your customer support needs, use cases, and channels to identify areas for improvement. We'll also clean up your existing Zendesk setup to remove any outdated data.
Part 2 - Discovery of Zendesk Setup
We conduct a comprehensive review of your Zendesk system setup and account health. Our team shadows your agents, team leaders, and admins to identify areas for improvement. We also hold discovery calls to understand your current system setup and where it needs to be.
Part 3 - Launch the new and improved Zendesk
We provide a detailed document outlining the steps your team needs to take to improve your Zendesk system going forward. Our Zendesk Optimization guide includes best practices for ticketing, automations, reporting, and channels. We also offer collaborative configuration sessions to help with the workload of cleanup and optimization.
Free Samples of Documentation for Zendesk Optimization
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
Why Choose Our Methodology?
Because you feel you’re not automating enough.
Because you feel you’re not getting the most out of Zendesk.
You worry Zendesk might crash if you change something.
Your Support Team is not productive.
You’re getting bad reviews for CSAT.
You’re stuck doing a lot of unwanted repetitive tasks.
Your management is unhappy with performance and costs.
You don’t have visibility of what’s going on in the system.
Your processes are too complicated to solve ticket.
Because we focus on fixing the cause of a problem not the effect of it.
You want to get rid of your ticket backlog.
Testimonials From Our Clients
Kathy Elson, CEO SmartMLS
We are very pleased with our experience working with the entire Roca crew. From the outset, they carefully listened to our overall goal, including our current struggle points, and developed a course of action that was tailored specifically to our most urgent needs. They provided workable solutions and took the time to walk us through their processes so we have a better understanding of the intricacies of Zendesk. With their help, we now have many of the tools we need to manage our environment more effectively in the future. Roca has wonderful team members all over the globe that made themselves available to us at all hours of the day (and night). Each specialist was exceedingly pleasant and professional, and completely vested in delivering the best solution for our unique needs. Everyone we have worked with has helped us move closer to our goals. We are encouraged by the results we have seen thus far and are excited about continuing our collaboration.
Roberto Pazmino / Director of Finance
We got Zendesk close to two years ago, but wasn’t 100% comfortable on going live – reached out for support to Zendesk, but didn’t feel that was what we needed – very cold conversation, strictly business driven; I started researching online and came across to Dominic’s training videos, I researched a little bid about ROCA and sent an email, I got a very polite and friendly reply with an invitation to know us better and what we needed without asking for payment at front, since the initial meeting we felt very comfortable, Dominic knew precisely where we were and what we needed, a couple of days later I started working with Barry, what a fantastic agent, very knowleeable, polite and friendly, we felt very comfortable, got to the point, addressed every question, did not hesitate to research other topics on his own and be ready for options, new ideas on the implementation, we were able to go live in less than two weeks, I was getting concerned about the payment because I was getting all what we asked for but haven’t paid them already, but Dominic and his team keeps his word, he told me pay us when you are satidfied with the service they provide, we are more than satisfied as a customer, better than that, we are feeling confident that now we know what we are doing, We can send an email to Barry and I will get a response on time, I think that Dominic and his team are providing the support we needed – we are very happy with the efficiency of the process, very cost effective, we don’t feel alone in the process, not only the product went live, but now we know what we are doing and currently exploring more options. Thanks, Dominic, Barry, and team.
Spencer Patton / Chief Customer Officer (CCO)
Not only is this man incredibly talented when it comes to just about all things Zendesk-related, his is genuinely one of the best guys I've met. I'd be lying if I didn't say that one of the reasons I'd like to continue with ROCA is to continue working with such a bright dude like Barry who continues to interest me more and more in both Zendesk and ROCA itself. I genuinely cannot begin to tell you what a fantastic asset Barry is to your team, although I'm sure you're already quite aware. He's an absolutely wiz and an incredibly personable guy. I cannot speak highly enough of his attention to detail or his willingness to adapt to the day's requirements and requests. A true gentleman and a scholar.
How To Start Your Zendesk Optimization
Book a meeting with Dominic, our most experienced team member.
Dominic Brasoveanu, CX Enthusiast
Or, if you’re window shopping,