Best Practice: Accelerating Workflows by Triggers

Customer service is key for building loyalty to your brand. However, the more you grow, the more you will attract diverse customers with specific needs. Therefore, it's essential to identify the most important customer segments within your customer base and thus those who are eligible for a higher level of service. Based on this information, you can automate recurring workflows to help your team achieve the agreed service level objectives. All we need are Zendesk's triggers.

Best Practices

Setting up triggers enables you to automate your workflows. This allows your customer service teams to respond more quickly, and customize their responses based on customer data. We've put together some best practices to inspire you on how to use RetentionX data in Zendesk for this purpose. Let's take a look!

1. Set the right priorities

2. Assign tickets to special care agents

3. Exclude customer from auto-responses

Set the right priorities

Needless to say, that you should offer the best possible support to all your customers as a standard. Nevertheless, for key customers, you should devote extra care to provide excellent support. While your standard response time may be 24 hours, you could strive for a response time of 6 hours for customers who qualify for a higher level of support. And the good news is that once a new ticket is created by such a customer, a high priority can be automatically assigned to it in Zendesk.

After connecting your Zendesk account to RetentionX and selecting "Segments" to be transferred, log in to your Zendesk account and follow the steps below:

1. Navigate to Admin Center > Objects and Rules > Business Rules > Triggers.
2. Click Add Trigger.
3. Specify the trigger by setting a name, description and category.
4. Determine the conditions for the trigger. In this case, we want to assign a high priority to all tickets created by a customer who belongs to the [RX] segment "Service Level: Plus" or "Service Level: Premium".
   
   
5. Decide which action should be triggered as soon as the conditions are met, e.g. that these tickets are given a high priority.
   
   

Assign tickets to special care agents

Once you have established different service levels, it could make sense to organize the responsibilities within your customer service team accordingly. More experienced service reps, for example, could lead the communication with your key customers. After pushing the information of the service level from RetentionX to Zendesk, the assignment of the tickets can be automated.

1. In Zendesk, navigate to Admin Center > Objects and Rules > Business Rules > Triggers.
2. Click Add Trigger.
3. Specify the trigger by setting a name, description and category.
4. Determine the conditions for the trigger. In this case, we want to re-route all tickets created by a customer who belongs to the [RX] segment "Service Level: Plus" or "Service Level: Premium".
5. Decide which action should be triggered as soon as the conditions are met, e.g. that these tickets are assigned to all service reps who belong to a special care group.
   
   
   
   

Exclude customers from auto-responses

Customers expect an answer as soon as possible when they contact you. Therefore, it is useful to send an automatic email reply to inform the customer that their request has been received and will be processed as quickly as possible. You could exclude all your key customers from receiving this generic auto reply and either reply directly in person or alternatively send a modified message. Let's see how you can set up the auto reply for all customers except those for whom you want to provide a higher service level.

1. In Zendesk, navigate to Admin Center > Objects and Rules > Business Rules > Triggers.
2. Click Add Trigger.
3. Specify the trigger by setting a name, description and category.
4. Determine the conditions for the trigger. In this case, we want to identify all customers who do not belong to the [RX] segment "Service Level: Plus" or "Service Level: Premium". 
   
   
   
   
5. Decide which action should be triggered once the conditions are met, e.g. that all these customers should receive an automatic response after they open a ticket.
6. Configure the automatic reply that all customers - except for special care customers - should receive.
   
   
   
   

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