We often hear about the importance of customer service and all the reasons that contribute to a good customer experience, like speed of resolution or a pleasant support agent. From efficient workflows to tone of voice, you can adopt many strategies to speed up resolution time and ensure agent nice-ness.
No matter what strategy you take to improve the customer experience, theres one common denominator across any tactic: know your customers. Today, Zendesk is releasing a new feature that allows you to capture all the information you want to know about your customer, so you can build better customer relationships. Knowing who your customers are means you can eliminate redundant information gathering and showcase the level of customer care you aim to provide.
The feature is quite simple. You can now add custom fields on user and organization profiles. From there, you can create workflows, using triggers and automations, based on custom fields. The power of this feature is in how you set it up and apply these custom fields to your support workflows.
The latest tip of the week focuses on some of the ways to think about your custom fields.
Head to the forums to learn more