/* Notes */
- The above is not an exhaustive list. Return a clean list of ALL applications involved in your support process.

- Keep the list UP TO DATE! And not on a spreadsheet :)

/* Best Practices */
- Information should be up-to-date, ideally in real-time sync, between your CRM and customer service apps to avoid mishandling or faulty routing experiences with your audience (consider a single source of truth for CX Customer data in Profiles)
- Ensure all customer-facing teams have access to the same data (or segment based on permissions)
- Keep customer support and activity data updated in real-time to reflect any profile changes or communication preferences.
- Leverage two-way integrations that consolidate customer data into one singular contact timeline.

Metrics provided by Delphix

** Zendesk is well aware that Delphix's current support process has uniquely high HTs due to the complexity of most cases. The bulk of inbound cases for Delphix are very technical and involves multiple escalations throughout the case lifecycle. We are focusing on this metric for easy comparison purposes post-KB optimization. Delphix should see a bump in same-day resolutions if KBs are accessible and regularly maintained

*Consider Federated Search first.

/* Sources */

- Make effective business decisions with extended KB metrics, easily accessible for anyone who has access to Explore

- Optimize self-service with the right metrics.pdf

Stated metrics are OOTB/pre-built with the Zendesk Suite.
**2021 edition of Zendesk’s CX Trends report.

View 2023 Report

- Track how long it takes for users to fill out each field (reporting with custom fields in Explore)

- Creating pre-filled ticket forms

- Automatically route inbound forms based on topic, content, or user input (field-level)

/* Getting Stareted */
- FREE On-demand Training for Admins

- Zendesk How To: Notify a Group when an SLA is breached

- Self-service SLA Resources

/* Expanded Value Prompts */
- Improved Transparency: By housing SLAs externally, customers can easily access and review the terms and conditions of the customer support service, leading to increased transparency. This can also help build trust and credibility with customers, which in turn can improve customer loyalty and satisfaction.

- Reduced Complexity: By keeping SLAs and OLAs outside of the Zendesk suite, customers can avoid the complexity of having to navigate within the platform to understand the terms of service and support agreements. This can help improve accessibility and reduce confusion, leading to a more streamlined customer experience.

- Increased Accountability: By keeping SLAs externally, customers can easily hold the company accountable for hitting SLA targets and meeting their commitments. This can help improve the overall performance of the support team and ensure that customer needs are being met in a timely and efficient manner. By meeting SLA targets majority of the time, the company can build a reputation of being reliable and trustworthy, which can ultimately lead to increased business growth and success.

/* Getting Started */
- Getting Started with Zendesk Guide.pdf

- User Segments: Dynamically surface KB articles based on log-in (start here if this is your first time setting up user segments.)

- Hierarchy matters! Be sure to categorize your KB

- Ready to migrate some articles? Find out what kind of options you have here.

(optional reading) Proactive Messages in Messaging

/* Resources */
- Awesome themes worth investing in for the easiest makeover experience (one-time purchase)

- I love the folks at Zenplates as well!

Research has shown that proactive, personalized updates in the digital CX space can increase customer satisfaction. According to a study by Accenture, 75% of customers are more likely to buy from a company that recognizes them by name, recommends options based on past purchases, or knows their purchase history. This indicates that personalized communication can make customers feel valued and understood, which in turn can lead to increased satisfaction and loyalty. Additionally, a study by Forrester found that proactive customer service can increase customer satisfaction by up to 33%.

/* Sources */

- Customer experience and personalization Best Practices by Adobe

- Follow-up targeted customer lists in bulk to solve customer issues proactively via our preferred partner app (OOTB installation)

/* Getting Started */

- Setting up automated ticket updates in Zendesk

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