Overall Satisfaction with Zendesk
We use zendesk for outside International support as well as the internal assistance for our developers.
We have clientele all over the world, who are able to have their cases submitted and reviewed quickly. Stock answers are put on macros and the assignment functionality amongst the other members of the teams helps.
We have clientele all over the world, who are able to have their cases submitted and reviewed quickly. Stock answers are put on macros and the assignment functionality amongst the other members of the teams helps.
- Tracks ongoing issues.
- Monitors responses from customers.
- Ability to use Macros for similar cases.
- Provides feedback from past cases and the satisfaction rates
- Mobile application.
- Linking emails from Outlook to Zendesk.
- Editing previously posted comments after submitting.
- Fewer Cases.
- Greater response time.
- Cases close quicker.
Using Zendesk
5 - We go from 1st line support to level 3 support. The departments can assign the cases as they come in to quickly resolve issues.
Our level 2 and 3 are individuals that are extremely intimate with the software application and who can quickly respond to the end users questions pertaining to our software
Our level 2 and 3 are individuals that are extremely intimate with the software application and who can quickly respond to the end users questions pertaining to our software
2 - Patience is the most important. You need to think about what you want to do and hopefully the platform can do this. Generally that is the case, but always requires a bit of research.
I have incorporated MACROS, added new categories and email forward. Each of these took of time to complete.
I have incorporated MACROS, added new categories and email forward. Each of these took of time to complete.
- Answering customers clients via the knowledgebase
- Having repeat questions captured, for quicker response times
- Incorporating MACROS