What I learned from Zendesk Bootcamp

I am writing this blog to tell what I learned from 4 days Zendesk Bootcamp. I attended this bootcamp where people of all level of Zendesk understanding participated. Here is the sneak peak into the workshop.

Day 1:

On first day, we were taught about the steps required to start off any project,

  • discovery key information to know before our first call with the customer,
  • document the questions we would ask the customer in order to obtain the information provided in the scenario,
  • create high level deliverables,
  • estimate hours for each deliverable,
  • assign the correct resources to each deliverable,
  • estimate project deliverable,
  • document risk and key assumptions that the delivery team and customer should be aware of respectively
  • At the first meeting with the customer, we are supposed to ask some questions in order to obtain the high level requirements needed to write a Statement of Work (SoW). These questions might include,

  • What system are we moving from?
  • How much data?
  • Tickets/users/organisation/articles?
  • Timeline? etc
  • When the customer needs an integration or application built, we should ask certain questions to understand the development and maintenance complexity,

  • What system are we integrating with?
  • Are there APIs?
  • Do they require UI for this integration? etc
  • Day 2:

    On second day, we learned about the breakage of SOW by phase- Learn, Create, Launch and Manage.

    Learn Deliverables- project introduction , training, learn workshop, design documentation

    Create Deliverables- collaborative configuration, app development

    Launch Deliverables- agent training, go live support, post go live support

    Manage Deliverables- project planning, status updates, change and risk management

    Scoping the implementation is a mix of listening to customer's needs and bringing our own best practices and experience. Before we begin, we should know about-

  • Size of licensing,
  • Mix of channels and products,
  • Data migration,
  • Integration/App/Help Center Development
  • Brands
  • Day 3:

    Actors:

  • B2C- consumers are usually identified as end-users
  • B2E- employees are usually identified as end-users
  • B2B- business are usually identified as organisations
  • 3rd parties- considered as light agents
  • Agents with specific skill sets or that need discrete access to certain ticket types are usually clustered together in groups
  • Customer should make informed decision about which agents will have access to Zendesk and in what capacity when considering roles.
  • Keep admins to a minimum, but greater that 1 for redundancy
  • Channels:

  • Of the email addresses listed in the discovery session:
    • -Which will be retained?
      -Which group will they be routed to?
  • Will a webform(s) be used in conjunction with or instead of email?
    • -What fields will be needed on the form to capture relevent information from the customer?
      -Which group(s) will the ticket be routed to?
  • Understand the Twitter and Facebook integration
    • -Are all wall posts to become tickets?
      -Are only DMs going to create tickets?

    Agent Tools(Efficiency):

  • Consider how views can be used to make agents more efficient,
    • tip: The less views available to agent, the better
      tip: Order tickets by SLA breach or created date to provide focus and priority for agents
  • Embed canned responses and workflow instructions for agents to use and follow by creating macros,
    • tip: macros can be used to perform actions on tickets too, not just add comments
  • Automate process by using action based triggers and time based automations,
    • tip: use triggers to send notifications to end-users when tickets are created
      tip: use automations to remind agents and end-users of a required action on a tickets
  • A schedules and priorities to tickets to drive Service Level Agreement(SLA's)
  • Use agent facing forms and fields to collect ticket data and inform reporting
  • Measuring Success:

  • Are there existing reports which the customer uses in their current solution?
  • Will the read only Explore reports cover their requirements or are custom reports(queries) required?
  • Are relational surveys required to gauge brand performance?
  • Optimise:

  • Encourage customers to stay informed, trained and enable to ensure their use of the product is continually.
  • Post launch they will likely need to iterate on the solution using agent and customer feedback.
  • Furthermore, new features are continually added to support and also internal business processes changes overtime.
  • Day 4:

    We learned about practical implementation of Zendesk. You can check this blog to know more.