Customer Success!

Increase Agent Efficiencies in Zendesk for Better Customer Experiences Are you seeing your Zendesk ticket volumes continually climbing day on day, with agents getting more and more frustrated and stressed-out that comes with dealing with angry customers not getting their enquiries answered? The simple solution is to hire more customer service staff to smash through the backlog of tickets, however in this climate of uncertainty, getting the budget for new hires is often out of reach. That's where you may need to look at your Zendesk platform for answers to drive better efficiencies. Zendesk is built by design to provide great Agent experiences alongside efficiencies in dealing with customer enquiries, but we often see that some of those super-charged tools are overlooked in the never-ending quest to reduce ticket backlog. Macros Zendesk Macros are an excellent way to speed up ticket responses. We typically see that more than 40% of customer enquiries can be effectiv...

Help your Customer Service Teams Excel!   If you’ve ever worked in a Contact Centre or been around one for any reasonable stretch of time, you'll know that individuals working in the front-line naturally want to do the right thing by customers. Despite this, there are difficulties and complexities, competing priorities and bad performance measures dragging down the overall quality of service provided. Some organisations seemingly prevent good customer service from ever being possible with kooky policies and procedures. Whilst performing "Agent Shadowing" onsite the other day, I saw a great example of this. This agent (which we will call "Frank") is front-line of a large contact centre in Melbourne. His focus and approach was spot-on, looking to provide good customer outcomes by going over and above his remit as a front-line advocate. In this particular instance, a customer who was clearly frustrated and panicked, called in asking for help....