| Objetivo: | Colocar o sistema Zendesk funcional através da configuração dos canais de e-mails, configuração de gatilhos, portal de autoatendimento com chat integrado à base de conhecimento |
|---|---|
| Público Alvo: | Destinado a clientes que desejam realizar sua parametrização inicial das soluções Zendesk |
| Carga Horária: | 04 Horas |
| Premissas: | Ter criado uma base Zendesk (mesmo que seja uma base trial) |
| Produtos Abordados: | Zendesk Support Zendesk Guide Zendesk Chat Zendesk Talk |
Zendesk Support
Zendesk Support Runs all of your customer service interactions in one place, so communication is perfect, personal and efficient. This results in more productive agents and more satisfied customers.
- Configuring input channels: Automatic opening of tickets
- E-mail configuration:
- Opening Tickets via Facebook
- Organizing the service structure
- People
- End users
- Agents
- Groups
- Service
- Social media
- Organizations
- Organizing tickets
- Working with visualizations/queues:
- 1 ° Attendance
- Social media
- Initiating service
- Accept and pass Tickets
- Ticket ranking
- Native fields (type and priority)
- Advanced tab and Custom fields
- User fields
- Create custom field for User: Social Security Number / VIP client
- Organizations fields
- Create custom field for the organization: EIN (Employer identification number)
- Ticket fields
- Create custom ticket fields:
- Request type
- Doubts
- Financial
- Ticket
- Request 2 ° via
- Exchange and return
- Complaints and compliments
- Order N °
- Media
- Reclame here
- Organization through multiple forms
- Create multiple forms:
- Service
- Social media
- Facilitating the life of the agent
- Creating macros for repetitive responses
- Welcome
- Putting on hold
- Business Rules
- Triggers
- Create assignment triggers:
- By group, form, and priority
- Trigger Complain here
- High priority for VIP client
- Automações
- Returning Status to open after 24 hours "on hold"
- Enabling satisfaction Survey (CSAT)
- Native feature Extensions
- Introducing Zendesk's Market Place and some APP's available:
- Installing free Apps:
- Clone Tickets
- Last 5 Tickets
- Integrations applications (showing examples).
- 55PBX telephony
- Salesforce
- RD Station
Guide: Portal de Auto Atendimento
The support teams have a lot of knowledge about the customer's problems and the best way to solve them. The Zendesk Guide is an intelligent knowledge base that helps you gather the knowledge of your organization and put it into practice. With Guide, you can quickly create a customizable Help Center, an online community, and a customer service portal, so your customers get the best out of self-service and your agents gain productivity by solving problems faster. And because this knowledge base is native to Zendesk, it's seamlessly integrated with Zendesk Support.
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- Activate the Portal
- Guide Settings
- Enabling Portal access for end users
- Customizing Visual identity
- Subject
- Update logo, images, color and font
- Configuring Zendesk Support for the Guide
- Request Form
- Concept of multiple forms in the Guide
- Hiding social media form from the Portal
- Making fields mandatory for calling opening.
- Request type
- Widget
- Customize the Widget
- Activate it in the Help center
- Enable contextual Help
- Add the Widget to the Help center
- Configuring the Zendesk Guide
- Knowledge Base
- Creating the Knowledge Base architecture
- Category
- Session
- Article
- Allowing access to the articles for:
- All
- Connected Users
- Agents and managers
- Organizing knowledge Bases
- Section
- Author
- Labels
- Publishing and disabling articles
- Defletindo tickets
- Search engine
- Help Center
- Web Widget
- Request subject
- Knowledge Capture
- Community/discussion Forum
- Community/discussion Forum
- Content Moderators
- Update the Guide settings and enable the option:
- Content Moderation
- Moderate all content
Chat
Zendesk Chat and real-time messaging create a personal connection to the customers who seek support. They are quick ways to offer help without disrupting the customer experience.
- Chat Panel Overview for agents
- Navigating the Panel:
- Agent Status
- Requests
- Visitors
- Configuring Zendesk Support for Chat
- Chat Channel:
- Enabling the Widget in the Help center
- Customizing the Customer Experience in interacting with the chat
- Setting up Zendesk Chat
- Account
- Set up online and Offline Chat ticket creation
- Set your company 's time zone and operating time
- Widget-Chat Form
- Personalize your company's identity/appearance
- Set your pre-chat form
- Facilitating the life of the agent
- Shortcuts-Pre-tabulated responses to standardize and streamline agent interaction with the client
- Welcome
- Farewell
- Business Rules
- Trigger-Perform actions automatically when certain conditions are fulfilled
- Proactive message for the visitor with more than 120 inactive seconds on the site
- Departments-USE departments to filter Chat requests to a specific group of agents.
- General questions
- Financial
- RH
Talk
A phone conversation is an efficient way to solve a problem, even in the era of email and social networks. When customers receive help over the phone, agents can solve complex problems faster and offer personalized support. Stimulate easy and efficient dialogue with Zendesk Talk.
- Talk lifecycle
- Agent
- Online
- Absent
- Offline
- Links:
- Active and receptive
- Transfer
- On hold
- Caller ID
- Call Tickets
- Recordings History
- Configuring Zendesk support for Talk
- Canal Talk
- Add a new phone number
- Create and associate the greeting
- Forwarding to Agent groups
- Agent Service
- Control Panel
- Talk Agents Monitoring
- Historical
- Tracking of balances and transactions
- Talk Panel
- Agent activity
- Current queue Activities
- Overview
- Real-time Connection Monitoring
For students who have completed this training, we suggest the next course:
Zendesk Explore: Report Generator
- Workload: 2 hours
- Target market: responsible for analysis and reporting
- Premise: zendesk Support: Agent Console and Zendesk channels: Guide Chat and Talk
- Date: See the schedule for availability.
