Here’s what I do.

 

Zendesk Administration.

  • Building from scratch

  • Setting up business rules (SLAs, triggers, automation)

  • Setting up macros & tags

  • Building conditional forms for optimal customer communication

Zendesk Explore Reporting.

  • Individual agent reporting

  • Weekly KPIs and general cx metrics

  • Product or departmental reporting based on inbounds

FAQ Structure & Management.

  • Evaluating customer interaction to determine FAQ updates

  • Consistent management based on product updates

  • Utilizing tools to increase self-service - Solvvy: A whitepaper & testimonial

 

Voice of the Customer.

  • Monday morning metrics with commentary

  • Monthly VoC deck with recommendations

  • Weekly meetings with stakeholders

  • Designated CX team liaisons to impart a culture of customer centrism

  • Tools: Airtable, Trello, Pivotal, Jira

Onboarding & Training.

  • Recruiting diverse, empathetic, high EQ teams

  • Building training programs for new team members

  • Customer-centric onboarding for new company employees

  • Quarterly rotating ongoing training for cx team based on product, users soft skills and tools

  • Tools: Greenhouse, Lever, Lessonly, Guru & Notion

Team Management & Scaling.

  • Scaling smart with tech solutions first

  • Managing for avoiding burnout

  • A focus on professional development and team engagement

  • Keeping customer interactions personal while increasing self help

  • Tools: Stella Connect & Maestro QA