Zendesk Suite Implementation (SupaStack)

What CX Experts, a trusted partner of Zendesk, will provide during the scoping, implementation, and onboarding process for your new Zendesk instance is crucial for ensuring a smooth transition and effective utilisation of the platform.

🔎 Scoping:

During the initial scoping phase, CX Experts will work closely with your team to thoroughly understand your business needs, customer service goals, and existing workflows. This collaborative approach allows us to identify the specific requirements that your organisation has, ensuring that the Zendesk instance is tailored to meet your unique demands. We will conduct comprehensive assessments and gather insights that will inform the configuration and customisation of the platform, making sure that it aligns perfectly with your operational objectives.

🛠️ Implementation:

As the implementation phase begins, CX Experts will take charge of setting up your Zendesk instance. This includes configuring Zendesk to reflect the workflows identified during the scoping phase, setting up essential features such as ticket management, customer support channels, and reporting tools. Our expertise in the platform ensures that every aspect is optimised for performance and usability, paving the way for a seamless experience for both your team and your customers.

Here's an overview of the Zendesk implementation process, designed to give you a clear understanding of what's covered. We aim for a smooth and efficient setup, ensuring your Zendesk instance is tailored to your specific needs.

Zendesk Implementation: An Overview

This document outlines the key steps involved in setting up your Zendesk Support instance. Our goal is to configure a robust and efficient customer service platform that empowers your team and enhances your customer interactions.

Initial Setup & Information Gathering

We'll start by providing you with a template document to gather essential information about your support operations. This template is crucial for a successful implementation, so please fill it out as soon as possible. We will create a dedicated support ticket for this process to track progress.

Zendesk Instance Configuration

Once we have your information, we'll begin configuring your Zendesk instance.

• Domain Registration: As soon as your instance is created, we'll notify the Zendesk Account Executive to ensure your domain is properly registered and won't expire during the build process.
• Brands: We'll set up your brands within Zendesk, incorporating images to make them easily identifiable.
• Groups: We'll add your support groups based on your client specific needs.
• Agents: We'll add your agents, naming them according to your preferences (e.g., full names, initials, or aliases). Each agent will be assigned the correct role and added to their necessary groups. This can be done efficiently in bulk using a provided template and instructions.
• Inbound Channels - Email: We'll set up inbound email addresses for each brand.
• Custom Ticket Fields: We'll create a custom fields to help you:
  • Monitor and keep track of your Query Types
  • Keep track of tickets pending customer input (with automatic followups and resolutions)
  • Keep track of tickets requiring internal action
  • Gather system input from your agents to make Zendesk work better for them.
• SLA's - Service Level Agreements: We'll configure your Service Level Agreements based on the content you provide. We'll discuss your specific preferences to ensure they align with your operational needs.
• Operating Hours: We'll set up your operating hours, including holidays for the next year, and ensure the timezone is set to your timezone. For Enterprise instances, we can configure multiple schedules and triggers to assign tickets to specific schedules based on criteria.

View Creation

We'll create a recommended set of views within Zendesk to optimize your team's workflow.

• Standard Views: This includes views based on what we have learnt works best.
• SLA Views: We'll also set up views for monitoring SLA breaches, such as "1 Hour until SLA Breach" and "Breached SLA."
• Sentiment Views: For accounts with AI enabled, we'll create a "Unsolved Negative Sentiment" view to help you track clients with a negative sentiment.
• Prioritization & Deactivation: Views will be created in a specific order of priority, and all other default views will be deactivated to ensure a streamlined experience.

Activate Analytics

We will activate Zendesk Analytics to provide comprehensive reporting and analytics.

• Monitoring Reports: We'll set up CX Experts monitoring reports on a single dashboard, tracking key metrics such as Tickets Created, First Reply Time, Full Resolution Time, CSAT, Contact Drivers, Time per Solve, Time per Update, and Time per Message, all broken down by Day, Week, Month, and Quarter.

Useful Apps

To enhance your Zendesk functionality, we'll download and enable several useful free apps:

Automations

We'll set up automations to streamline various processes within your Zendesk instance including:

• Automatic ticket reopening

• Satisfaction survey
• Automatic followups and a subsequent resolution

Triggers

We will configure and optimise your triggers for efficient ticket flow and notifications including:

• Custom "Request Received" auto-replies based on where and what time the ticket was received.

• Routing triggers based on ticket information to ensure that the work is directed automaticallly to the correct team.

Forms

We'll set up ticket forms to control the display of ticket fields and apply conditions

Bots

We'll configure basic bots to enhance your messaging channels:

• Widget Messaging Bot: A basic bot will be set up for your widget messaging channel to capture the user's name, email address, and query type. More complex demos can be created if you have specific use cases.
• WhatsApp Adaptation: We'll adapt the bot for WhatsApp, bearing in mind data ingestion limitations, focusing on information requests upon ticket creation.
• Branded Widget & Generative Replies: Your branded widget will be embedded on your Help Center and any web page of your choosing, and generative replies will be activated.

Help Centre

Each of your brands can have its own Help Centre.

• Activation & Configuration: These will be activated on the Brands page in Admin and configured using the assets you provide.
• Theme & Content: We'll use a templated Theme and scrape existing FAQ or web pages for color guides and content to generate articles.

Macros

We'll add macros (canned responses) as needed and replicate essential macros as part of our best practices guide.

Branding

We'll apply your brand's visual identity within Zendesk:

• Brand Color & Favicon: We'll change the brand color to your provided Hex Code and upload a favicon logo.

Miscellaneous Items

• Agent Signatures: Agent signatures will be set up for each brand, including the agent's first name and your company name.

Zendesk Add-Ons (Complimentary with Supastack)

Implementation covered for your Zendesk Add-Ons is covered in the sections below. Please click on an add-on to view Implementation steps.

Last Step! Testing

Thorough testing is paramount. We will:

• Test all channels to ensure tickets are created correctly with the right group, form, and attributes.
• Test the CSAT trigger for messaging.

We are committed to a successful Zendesk implementation that meets your business needs. Please let us know if you have any questions throughout this process.

🏆 Onboarding

Onboarding is another critical component of the process, where CX Experts will guide your staff through the functionalities of the new system. They will provide comprehensive training sessions tailored to different user roles within your organisation, ensuring that everyone is equipped with the knowledge and skills needed to leverage Zendesk effectively. This training will cover essential topics such as navigating the interface, managing customer interactions, utilising reporting features, and best practices for customer engagement. The training itself, is divided into two sections:

• A self-paced modular training course provided on Zendesk's training platform (to be completed by all Zendesk users before moving onto the step below)
• Bespoke training on your instance as configured above.

By investing in thorough onboarding, CX Experts help your team feel confident and empowered to use Zendesk, ultimately leading to enhanced customer experiences and improved operational efficiency.

In summary, CX Experts play a vital role in the successful scoping, implementation, and onboarding of your new Zendesk instance. Their dedicated approach and deep understanding of the platform ensure that your organisation can maximise its potential and deliver exceptional customer service.

Additional Resources Available

The above is complemented by:

• A kick-off session with a named Implementation Expert
• A dedicated and named Customer Success Manager
• 4 weekly check-ins from your implementation expert
• A dedicated Implementation ticket where all updates will be communicated throughout the process
• Ongoing Support
  • Quarterly Health Checks
  • Ability to send us your support requests directly