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Customer Support (Zendesk) 2020 (Strategy (Onboard other teams on Zendesk…
Customer Support (Zendesk) 2020
Strategy
Deepen engagement - improve utilization of all channels
Test Ozonetel for IVR
Whatsapp - Explore ways to improve ticket relevance
Move Desk.com to Zendesk
Onboard other teams on Zendesk to improve ROI
ILHS
Yatra team
Yantra Team
Build knowledge guide for each department
Support on Mobile App
People :red_flag:
Training
Role Clarity
Hiring
Zendesk Evangelist/implementation specialist (1)
Customer support Agents (2)
Process
Documentation of SOPs (done for CaCa)
Establish SLA and escalation matrix with other departments
Governance
Data, Analytics and Reporting
Establish measurement of ROI for each depr
Measure customer satisfaction