際際滷

際際滷Share a Scribd company logo
The Tao of Kidfund Support
Agenda
 Goals
 Mindset
 Execution
 Zendesk Demo
The Tao of Kidfund Support
Support is not
"dealing with customers"
Support is a
product & marketing strategy
The Tao of Kidfund Support
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
Mindset
 You will get frustrated
 Take a deep break and find your Zen
 Happily sign your name and form a relationship
The Tao of Kidfund Support
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
Be Zen
Process
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
Triage
 Max responsible for triage.
 4 hour SLA for weekdays (check in AM, lunch, EOD)
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)
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
Followup
 If a ticket has been pending for 6 days, follow up with
the user
 Zendesk will remind you
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
The Tao of Kidfund Support
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
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
Ticket Type
 Question
 Problem
 Task (Feedback)
 We don't use Incident
Ticket Priority
Don't worry about this for now. We don't have enough
volume
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__
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
Demo

More Related Content

The Tao of Kidfund Support

  • 1. The Tao of Kidfund Support
  • 2. Agenda Goals Mindset Execution Zendesk Demo
  • 4. Support is not "dealing with customers"
  • 5. Support is a product & marketing strategy
  • 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
  • 14. Triage Max responsible for triage. 4 hour SLA for weekdays (check in AM, lunch, EOD)
  • 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
  • 22. Ticket Type Question Problem Task (Feedback) We don't use Incident
  • 23. Ticket Priority Don't worry about this for now. We don't have enough volume
  • 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
  • 26. Demo