The Source of the Issue
Most support teams have little to no visibility into the journey their customers take on after raising a ticket That’s because the insights they have on this matter are not enough to completely understand the customer’s situation at the given moment.There’s another factor that affects the quality of customer support. It is a huge number of tools that agents can choose from during the assistance. Imagine having to jump back and forth between the tools. It's multitasking in its purest form. Which as we all know hurts productivity and focus.Little visibility combined with a huge selection of tools results in delayed responses to tickets.The Action Plan
What is the solution? Zendesk took care of creating special tools for dealing with this issue that is common to many support teams. In your Zendesk Support account, you can use such features as essentials card and interaction history. The first displays relevant details on a certain customer for the agent who is serving them. The essentials card may contain the information or some tips left by the agent that previously worked on this customer’s problem for the next support representatives to improve the customer context.Power-up the support
Zendesk always yearns to improve general satisfaction with their personal customer experience, to get agents' productivity to a new level, and to help its users to scale overall. That’s why these tools were so important, especially for providing outstanding omnichannel support. Take a chance to personalize your support as much as you can, having everything essential up and running.Want to power up your Zendesk?
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