Zendesk » Tip of the Week http://www.zendesk.com Just another WordPress weblog Fri, 17 May 2013 20:33:11 +0000 en hourly 1 http://wordpress.org/?v=3.5.1 Tip of the week: changing bad satisfaction ratings to good http://www.zendesk.com/blog/tip-of-the-week-changing-bad-satisfaction-ratings-to-good http://www.zendesk.com/blog/tip-of-the-week-changing-bad-satisfaction-ratings-to-good#comments Mon, 13 May 2013 16:03:48 +0000 Sean Cusick http://www.zendesk.com/?p=32241 The latest tip of the week will show you how addressing bad satisfaction ratings and giving your customers the option of changing their ratings can help you turn negative into a positive

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]]> Customers have two ways to rate tickets. The first is to respond to the link in the Customer Satisfaction email. The second is by logging in to your Zendesk web portal. There, customers can access their recently solved tickets and either set or change the rating if they feel that you have followed up on the issue to their satisfaction.

The trick is just letting your customers know how!

The latest tip of the week will show you how addressing bad satisfaction ratings and giving your customers the option of changing their minds can help you turn a negative into a positive.

Head to the forums to learn more

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]]> http://www.zendesk.com/blog/tip-of-the-week-changing-bad-satisfaction-ratings-to-good/feed 0 Tip of the Week: ensuring a timely response to customers http://www.zendesk.com/blog/tip-of-the-week-ensuring-a-timely-respnse-to-customers http://www.zendesk.com/blog/tip-of-the-week-ensuring-a-timely-respnse-to-customers#comments Mon, 06 May 2013 16:46:43 +0000 Jeremiah Currier http://www.zendesk.com/?p=31860 It's important for everyone in the customer service industry to keep their response times as quick as possible

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]]> It’s important for everyone in the customer service industry to keep their response times as quick as possible.  The latest tip of the week will show you how you can automate this process using business rules.

Head to the forums to learn more

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]]> http://www.zendesk.com/blog/tip-of-the-week-ensuring-a-timely-respnse-to-customers/feed 0 Tip of the week: queue management in Zendesk http://www.zendesk.com/blog/tip-of-the-week-queue-management-in-zendesk http://www.zendesk.com/blog/tip-of-the-week-queue-management-in-zendesk#comments Mon, 22 Apr 2013 16:35:06 +0000 Jeremiah Currier http://www.zendesk.com/?p=31499 Wouldn't it be helpful to have a guide that generally outlines the best ways to manage your queue of tickets?

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]]> Wouldn’t it be helpful to have a guide that generally outlines the best ways to manage your queue of tickets?

Queue Management is an essential component of any efficient Zendesk. Generally speaking, the style used when managing the queue is largely dependent on the number of agents you have and your company’s products.

No matter the size of your Zendesk, the latest tip of the week will show you how to stay on top of your ticket queue.

Head to the forums to learn more

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]]> http://www.zendesk.com/blog/tip-of-the-week-queue-management-in-zendesk/feed 1 Tip of the week: notifying external email addresses http://www.zendesk.com/blog/tip-of-the-week-notifying-external-email-addresses http://www.zendesk.com/blog/tip-of-the-week-notifying-external-email-addresses#comments Mon, 15 Apr 2013 16:00:16 +0000 Aurash Pourmand http://www.zendesk.com/?p=31267 Many of you LOVE triggers and the quick and the easy ticket management it allows you to setup and automate, as well as the email notifications it allows you to send

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]]> Many of you LOVE triggers and the quick and the easy ticket management it allows you to setup and automate, as well as the email notifications it allows you to send. But what if the email notification is not to an agent or requester in your Zendesk such as a shipping partner or that gentlemen in Finance (with the mustache and bow tie) who needs to know about refunds for his own calculator needs? Maybe it’s an external email address to a different department, or company, or planet. Even though on the surface it seems like you can’t do this, it’s possible by notifying targets.

Notify target allows you to notify an external system about a new ticket or an important state change to a ticket. These systems include Twitter, JIRA, Salesforce, and many others. For an example, when a ticket is set to urgent, you would like an SMS sent to your CEO or an update sent to Twitter, Yammer, or Flowdock. Or maybe when a customer creates a ticket and selects “Sales” from a dropdown field, it creates a case in Salesforce. All of this is possible with notify target.

The latest tip of the week give you two useful examples of how you can use notify target to send out email notifications to an external email address.

Head to the forums to learn more

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]]> http://www.zendesk.com/blog/tip-of-the-week-notifying-external-email-addresses/feed 0 Community tip: queuing up overnight tickets http://www.zendesk.com/blog/community-tip-queuing-up-overnight-tickets http://www.zendesk.com/blog/community-tip-queuing-up-overnight-tickets#comments Mon, 01 Apr 2013 21:53:34 +0000 Monica Norton http://www.zendesk.com/?p=31092 When things are busy, like first thing in the morning, support teams may rely on colleagues outside of the customer service organization to help solve tickets. The key is finding an easy way to help

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]]> When things are busy, like first thing in the morning, support teams may rely on colleagues outside of the customer service organization to help solve tickets. The key is finding an easy way to help them figure out which tickets they should tackle without disrupting your normal process. To make it work efficiently, you have to keep the workflow simple; after all, your occasional helpers don’t ordinarily handle tickets, and you don’t want them asking more questions than they answer.

Our latest Community Tip shows you how to set up a queue for just this purpose. This tip comes to us from Todd Zabel, global customer support manager for Hearsay Social and a Zendesk Community Moderator.

Head to the forums to see how Todd’s team set up a queue for account managers, who take turns helping out in the mornings by answering tickets that have come in overnight.

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]]> http://www.zendesk.com/blog/community-tip-queuing-up-overnight-tickets/feed 0 Community tip: hiring the best customer service reps http://www.zendesk.com/blog/community-tip-hiring-the-best-customer-service-reps http://www.zendesk.com/blog/community-tip-hiring-the-best-customer-service-reps#comments Mon, 11 Mar 2013 16:32:47 +0000 Andrew Gori http://www.zendesk.com/?p=30506 Customer service is more than just providing the answers to technical questions. Your customer service reps need to be helpful, patient, empathetic, and kind: four things that simply can’t be instilled

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]]> Customer service is more than just providing the answers to technical questions. Your customer service reps need to be helpful, patient, empathetic, and kind: four things that simply can’t be instilled in a person by a company. When looking for new talent to add to your team, these traits are fundamental prerequisites (see #4 of 7 Effective Keys to Transforming the Customer Experience to learn more). Technical experience, no matter how lacking in a candidate, can be taught. Being “nice” cannot.

Our latest Community Tip comes to us from Ben Lucier, director of customer experience for Tucows and Zendesk Community Moderator. This article will show you how you can build a top-notch customer service team by focusing less on job candidates with technical experience and more on people who care about helping others.

Head to the forums to learn more

Read 10 Interview Questions for Hiring Great Customer Service Reps

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]]> http://www.zendesk.com/blog/community-tip-hiring-the-best-customer-service-reps/feed 0 Tip of the week: automating the creation of Google Calendar Events http://www.zendesk.com/blog/tip-of-the-week-automating-the-creation-of-google-calendar-events http://www.zendesk.com/blog/tip-of-the-week-automating-the-creation-of-google-calendar-events#comments Mon, 04 Mar 2013 17:08:24 +0000 Jeremiah Currier http://www.zendesk.com/?p=30155 Let's say you want to have a reminder about your Zendesk ticket in your Google Calendar…well now you can!

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]]> Let’s say you want to have a reminder about your Zendesk ticket in your Google Calendar…well now you can!

The latest tip of the week will show you how to create an event in your Google Calendar from a ticket in your Zendesk account by leveraging what’s called a “Zap” within Zapier. This will allow you to sync data between Zendesk and Google Calendar.

Head to the forums to learn more.

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]]> http://www.zendesk.com/blog/tip-of-the-week-automating-the-creation-of-google-calendar-events/feed 1 Tip of the week: using automations to create service level targets http://www.zendesk.com/blog/tip-of-the-week-using-automations-to-create-service-level-targets http://www.zendesk.com/blog/tip-of-the-week-using-automations-to-create-service-level-targets#comments Tue, 19 Feb 2013 17:19:43 +0000 Toby Roger http://www.zendesk.com/?p=30047 Customers expect a higher level of customer service now more than ever before. The key to a high customer satisfaction rating is not only providing an answer that solves your customers question, but providing it in a timely manner

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]]> Customers expect a higher level of customer service now more than ever before. The key to a high customer satisfaction rating is not only providing an answer that solves your customers question, but providing it in a timely manner.

Businesses need to be able to monitor how long it takes for tickets to pass through different stages in the support lifecycle. The latest tip of the week will detail best practice recommendations for setting up your service level agreements in Zendesk using automations.

Head to the forums to learn more

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]]> http://www.zendesk.com/blog/tip-of-the-week-using-automations-to-create-service-level-targets/feed 2 Tip of the Week: providing content in multiple languages http://www.zendesk.com/blog/tip-of-the-week-providing-content-in-multiple-languages http://www.zendesk.com/blog/tip-of-the-week-providing-content-in-multiple-languages#comments Mon, 11 Feb 2013 17:05:27 +0000 Maxime Prades http://www.zendesk.com/?p=29855 Sometimes you need to provide content to your users in multiple languages. The key is to avoid displaying unneeded localized content on each page

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]]> Sometimes you need to provide content to your users in multiple languages. The key is to avoid displaying unneeded localized content on each page.

Let me explain. Pierre is a French customer who wants to read about your latest products in French. Pierre’s experience of your support portal could be negatively affected if he sees the information not only in French but in German and English too. Pierre just wants to see a French interface with French content without doing anything.

In the latest tip of the week, we’ll explain how to build a multi-language knowledge base using best practices.

Head to the forums to learn more

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]]> http://www.zendesk.com/blog/tip-of-the-week-providing-content-in-multiple-languages/feed 0