CSM Spotlight: best practices for ticket deflection

Published August 21, 2014
Last modified August 21, 2014

Wouldn't it be great if you could provide your customers with answers to their questions before they contacted you with a new support request? Ever wondered about empowering your customers with self-service? Today is your day! We’re hosting a discussion in our forums  focused on best practices for ticket deflection.

Throughout the day, I’ll post suggestions on how to encourage your customers to use self-service. I’ll also discuss analytical tools available for Zendesk that can help you find ways to increase ticket deflection. We’ll finish up today’s conversation with a discussion of how Zendesk approaches ticket deflection. But this is a two-way street: I welcome your tips and ideas on what has worked for you!

The discussion is already underway; we kicked it off with Promoting Self-Help. Here are some highlights:

  • Create a marketing campaign around the launch of your Help Center.
  • Encourage self-help by reminding customers about your knowledge base in your communications with them.
  • Make navigating to your knowledge base easy and accessible from multiple locations.
  • Promote bookmarking your knowledge base and make authentication seamless by incorporating single sign-on.
  • Keep the search bar above-the-fold on your knowledge base pages and in a prominent location.

Head over to the forums for more details and tips, and to join the conversation.

This discussion continues our Customer Success Spotlight series: a monthly discussion in our forums about a specific topic. Hosted by a Zendesk Customer Success Manager, each day-long discussion will include Zendesk-posted content as well as tips and ideas from our customer community.

The next Customer Success Spotlight is scheduled for September 18th: End-User Adoption. Mark your calendar!