The document provides guidance on using Zendesk to effectively handle customer support for Kidfund. The goals of support are to turn annoyed customers into happy, loyal customers and get positive app store reviews. Agents should maintain a patient, problem-solving mindset. Key aspects of the support process covered are ticket triage, communication, follow-up, and using Zendesk features properly.
7. Goals
Turn annoyed customers into happy customers that
will tell their friends about Kidfund
Turn inquisitive customers into power users who will
beat their friends with sticks until they sign up
Get positive App Store reviews
8. Mindset
You will get frustrated
Take a deep break and find your Zen
Happily sign your name and form a relationship
10. But
Aren't some of these just stupid people?
No, if they are frustrated or unsure about something,
we may not have done a good enough job explaining
it in the app
Or we have a bug
They may also be technically challenged
13. Inbound Requests (Initiated by user)
The whole team gets the initial contact to feel the
pulse
You get replies if you are CC'ed or are the assignee of
the ticket
Laura, Tim, and Max get all updates to tickets
15. Triage (Max)
Respond if you know the answer or have a macro
Escalate to Michael for "How do I do this in the app"
if you don't know
Escalate to Tim/Luis for investigatory questions
(Where are my gifts, balance question, application
status)
16. Ticket Communication
Public reply: Goes to the end user
Internal reply: Goes to CC'ed and assigned users.
If you have a question or escalation to a specific
person: assign to them and write an internal
reply
When responding to agent questions: assign back to
the person who asked you with an internal reply
17. Followup
If a ticket has been pending for 6 days, follow up with
the user
Zendesk will remind you
18. Outbound Requests (Initiated by agent)
Tim will initiate based on what he sees in the loans
report and Sentry
Soon: Max to have access to new loan report to take
over this part
Soon: Some of this will become automated
20. Interacting with Zendesk using email
Replying to a ticket via email is now an internal
reply
You must use kidfund.zendesk.com/agent or the
Zendesk App to reply to a user
All emails have a link to the ticket. Tap the ticket
number
21. Ticket Status
Internal communication: Keep it OPEN until you
reply to a user
If you need info back from a user: PENDING
If you have answered a customer's question: CLOSED
24. Tags
The important ones are for following up with users
when new features they requested come online
Search for these by starting the tag with
followup__
25. Macros
Some answers have automated macros that fill things
out for you.
If you answer the same question more than 3x, tell
Tim and he'll create a macro for you
Some macros have TKTKTK in them. This needs
to be replaced with information