Our Survey app helps by asking customers for '0-10' ratings for both how the agent performed on the ticket, and how your organization is doing in general. So, if you need to delve a little deeper, there are apps available on the apps marketplace that can also help. But asking a binary question may not give you the fidelity of results you need, particularly for small businesses that may only see one bad satisfaction rating every few months. This data then flows into reports that you can monitor and action. Switching it on is as easy as flicking a switch, and after a ticket is completed, it asks your customers to rate tickets 'Good' or 'Bad'. The first step in getting this feedback might be to turn on customer satisfaction surveys in Zendesk. Having this type of insight is important for businesses of any size, so you should ensure you're collecting this data as soon as possible. Questions like, ' Are your support agents making your customers happy?', ' Do people like or hate your organization?' and ' What things need improving?' may go unanswered. Without recording some form of organised feedback across your Zendesk tickets it is very difficult to get a good picture of how you're organisation is doing. If you were to name another macro “ Demos::Macros….” instead of “DEMO::Macros….” they would be grouped separately. The only thing to remember is that when naming a macro, the folder name needs to match exactly or they’ll appear in a different nest. This field should only be visible to agents, and you should make it mandatory for them to fill before they’re allowed to solve a ticket. We recommend you start by creating a custom dropdown field containing all the reasons why you think customers contact you. But sometimes, what gets overlooked is the reason why the customer submitted the ticket in the first place. When creating Zendesk custom ticket fields, its very easy to get bogged down in categorising all the specific details of a ticket (like the type of product the customer is using, their operating system, the severity of the issue etc.). Create a “Reason” field for your support tickets. We've seen our fair share of use cases and would love to share a few tips to help you get the best possible start with Zendesk. Our apps have been solving pivotal workflow requirements for organisations for over 5 years now. Here at SweetHawk, we've built more than a dozen apps for Zendesk that are trusted by over 1000 businesses across the globe.
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