CUSTOMER EXPERIENCE AUDIT
A good customer experience is part of the foundation of a good company. Take your Customer Experience to the next level.
Case Studies
Support team was looking for a way to keep the standards of what constitutes the different severities and keep it consistent across all Support teams and Engineering.
- Met with the Engineering team to define each level of Severity (Minor, Important, Urgent, and Critical) as they are treated in existing workflows. Also got Engineering to agree to match the Severity that is documented by Customer Experience.
- Collaborate with the Customer Experience team on how they define priority for Customer issues (S4, S3, S2, S1) and how each Severity can be calculated.
- Went through documentation on JavaScript to generate a single file that can be run in a browser that will calculate the Severity.
Task
Client requested ability to customize the 'Submit a Request' page in their Zendesk Guide to have different descriptions for the Description field depending on what form was selected.
Actions Taken
Implemented custom JavaScript to target the field description and dynamically change the text depending on what form is selected.
Result
Task
Client requested the ability to personally greet a logged in user when they navigate to the Zendesk Guide page. Also requested the ability to add announcements or other notifications to the Guide page to notify of any important events (such as a system outage or an upcoming holiday where the Support team would not be available).
Actions Taken
Implemented custom JavaScript code to pull the user name of the signed in user and add it to the placeholder text in the search bar.
Added Bootstrap framework to the Guide page and created panels that can be shown or hidden and customized with any links or text the Zendesk agent wants.
Results
