6th step of 8: Categorise requests
Dominic Brasoveanu
Customer Experience Enthusiast - Taking companies from reactive to proactive through Business Automation. Increasing revenue and improving the Customer Journey.
Iterate iterate iterate iterate!
Do you have a category for the types of requests that end up in your Zendesk?
If you don't, or you're not sure what I'm talking about, watch this shooort video, only 2 minutes, about how to Improve your Customer Satisfaction Ratings - CSAT - by Categorizing your Requests.
Based on the types of requests that your customers send, you can make:?
I’m sure you know about this, but keep your request types custom field UP TO DATE.
Feed into it from all your channels, make it mandatory for your agents, make it mandatory for end-users when they use your forms.
Automate based on keywords, options, tags etc to categorise your requests.
Use this custom field to create internal processes and escalations.
Use it to enrich your Knowledge base or your Macros to be able to use AIs to automatically reply to requests based on past experiences.
Be ahead of the curve!
There are only 2 more steps left, thanks for reading.?
As a sign of my appreciation, you can download the 8 SECRET steps for an optimized Zendesk FREE ebook HERE.
Or if you'd prefer to meet and talk about your Zendesk processes,
Schedule a meeting with me HERE.