This is for basic/standard omnichannel deployments. Timelines may be adjusted to account for complex integrations and service requests.
1️⃣ Discovery: (45 Minutes)
Introductions:
A brief introduction for all the relevant parties.
Needs Assessment:
Current Customer Service Setup:
Current method of managing Customer Service queries (Channels offered, tools used)
How are you managing and tracking customer interactions?
Do you currently have a self-service knowledge base or FAQ section?
Customer Experience Goals:
What are your biggest challenges in providing excellent customer service? (e.g., slow response times, high ticket volume, agent productivity)
What are your top customer experience goals? (e.g., improve first contact resolution, increase customer satisfaction, reduce support costs)
Growth & Scalability:
Do you anticipate any significant growth in customer base or support inquiries?
Are there any specific future needs you want their customer service solution to address?
What Can Zendesk do for you?
Based on your answers above, we'll highlight a few things that Zendesk can do for you including but not limited to:
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- Streamlining Support
- Self-Service Options
- Customer Satisfaction
- Scalability
- Reporting
Concerns/Questions
Requirements not covered by Zendesk core features, potential add-ons or integrations that can fulfill those needs.
Next Steps:
We will share a scoping document with you to fill out and arrange a follow-up to discuss it's contents.
2️⃣ Scoping: (2 Hours)
The scoping document provides us with the necessary information and insight into your business practices. The document can be filled out and then discussed in detail. While we discuss the document we will also provide useful business practices.
Once complete, we need 2 weeks to build the first draft of your instance.
3️⃣ Commercials: (1 Hour)
Before proceeding and allocating resources, a signed contract needs to be in place. This is handled by our Sales team.
4️⃣ First-Draft Build: (2 Weeks)
Over the next two weeks (depending on complexity) we will build out a first-draft of your instance and schedule a demo call with you once this is ready.
5️⃣ Modular Training: (Self-Paced)
Zendesk has an amazing online training platform which can be found at training.zendesk.com/. It is highly recommended that all Zendesk users to the training as listed below before the next step:
CX Experts will run separate training sessions based on the unique aspects of your instance in the steps below.
6️⃣ First-Draft Review: (2 Hours)
CX Experts will present a rough draft of your instance based on the StartUp Document referred to earlier. We create a list of snags and allocate time to deal with these in the coming days.
7️⃣ Snags (1 Week)
We will work on the snags pointed out in the previous step and will be done in a week depending on snag complexity.
8️⃣ Final Version Review: (1 Hours)
Snag fixes reviewed and final instance demo.
9️⃣ Launch Sequence:
The last step to go live is to link your inbound channels. An Admin from each environment is required to do this as CX Experts does not have access to your mail server or META Account.