The Tao of Kidfund Support
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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.
The Tao of Kidfund Support
- 1. The Tao of Kidfund Support
- 2. Agenda ¡ª Goals ¡ª Mindset ¡ª Execution ¡ª Zendesk Demo
- 4. Support is not "dealing with customers"
- 5. Support is a product & marketing strategy
- 7. Goals ¡ª Turn annoyed customers into happy customers that will tell their friends about Kidfund ¡ª Turn inquisitive customers into power users who will beat their friends with sticks until they sign up ¡ª Get positive App Store reviews
- 8. Mindset ¡ª You will get frustrated ¡ª Take a deep break and find your Zen ¡ª Happily sign your name and form a relationship
- 10. But ¡ª Aren't some of these just stupid people? ¡ª No, if they are frustrated or unsure about something, we may not have done a good enough job explaining it in the app ¡ª Or we have a bug ¡ª They may also be technically challenged
- 11. Be Zen
- 12. Process
- 13. Inbound Requests (Initiated by user) ¡ª The whole team gets the initial contact to feel the pulse ¡ª You get replies if you are CC'ed or are the assignee of the ticket ¡ª Laura, Tim, and Max get all updates to tickets
- 14. Triage ¡ª Max responsible for triage. ¡ª 4 hour SLA for weekdays (check in AM, lunch, EOD)
- 15. Triage (Max) ¡ª Respond if you know the answer or have a macro ¡ª Escalate to Michael for "How do I do this in the app" if you don't know ¡ª Escalate to Tim/Luis for investigatory questions (Where are my gifts, balance question, application status)
- 16. Ticket Communication ¡ª Public reply: Goes to the end user ¡ª Internal reply: Goes to CC'ed and assigned users. ¡ª If you have a question or escalation to a specific person: assign to them and write an internal reply ¡ª When responding to agent questions: assign back to the person who asked you with an internal reply
- 17. Followup ¡ª If a ticket has been pending for 6 days, follow up with the user ¡ª Zendesk will remind you
- 18. Outbound Requests (Initiated by agent) ¡ª Tim will initiate based on what he sees in the loans report and Sentry ¡ª Soon: Max to have access to new loan report to take over this part ¡ª Soon: Some of this will become automated
- 20. Interacting with Zendesk using email ¡ª Replying to a ticket via email is now an internal reply ¡ª You must use kidfund.zendesk.com/agent or the Zendesk App to reply to a user ¡ª All emails have a link to the ticket. Tap the ticket number
- 21. Ticket Status ¡ª Internal communication: Keep it OPEN until you reply to a user ¡ª If you need info back from a user: PENDING ¡ª If you have answered a customer's question: CLOSED
- 22. Ticket Type ¡ª Question ¡ª Problem ¡ª Task (Feedback) ¡ª We don't use Incident
- 23. Ticket Priority Don't worry about this for now. We don't have enough volume
- 24. Tags ¡ª The important ones are for following up with users when new features they requested come online ¡ª Search for these by starting the tag with followup__
- 25. Macros ¡ª Some answers have automated macros that fill things out for you. ¡ª If you answer the same question more than 3x, tell Tim and he'll create a macro for you ¡ª Some macros have TKTKTK in them. This needs to be replaced with information
- 26. Demo