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Agenda
— Goals
— Mindset
— Execution
— Zendesk Demo

Support is not
"dealing with customers"

Support is a
product & marketing strategy

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

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

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

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

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The Tao of Kidfund Support

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The Tao of Kidfund Support