Save Time & Cost In Customer Support Using These 5 Productivity Automation by Integrating Slack & Zendesk
Repetitive tasks cost $5 Trillion in lost productivity annually, that’s more than the GDP of many countries. In another study, leaders agreed that ineffective communication was the cause of reduced productivity.
Just imagine if we could harness a power that can take out repetitive tasks out of the equation and allow us to seamlessly communicate our ideas and solutions to other people… That’s possible with automation!
You can combine the powers of communication-based app Slack and support portal Zendesk to produce massive productivity automation.
Table of Contents
- Create Zendesk Ticket From Slack To Solve Technical Issues Quickly
- Efficiently Respond To Incoming Queries
- Monitor Query Resolution
- Swifter Communication
- Receive Priority Based Zendesk Notification On Slack
Top 5 Productivity Automation You Can Achieve By Integrating Slack & Zendesk
Create Zendesk Ticket From Slack To Solve Technical Issues Quickly
It can be overwhelming for a customer support person to resolve technical issues on Zendesk. Carrying the message to the technical team, taking care of the prerequisites to resolve the issue, actively monitoring customer messages and responding accordingly.
Using Automate.io Slack Zendesk integration, you can trigger an action that sends the message to Slack whenever a new ticket is tagged on Zendesk, to the specific channel that aims to resolve the issue. That is, if the issue is tagged ‘technical’ it will go to the development channel or if the issue is tagged ‘design’ it will go to the user experience channel.
On the other hand, developers can add comments in Slack that reflect directly on Zendesk Support Interface for the support team to view. Technical teams are already occupied with tasks and asking them to resolve issues on another platform, like Zendesk, can be daunting.
Many times, technical issues need prerequisites from customers and other teams to resolve the issue. To keep this in order, developers can create a Zendesk ticket from Slack to get additional information like token number, policy number or feature adjustments approval from clients.
Thus, the support team can ensure customer satisfaction across diverse domains while saving a lot of time.
Efficiently Respond To Incoming Queries
Dividing your time and resources between two platforms, Slack and Zendesk, can reduce your productivity considerably. When you’re on Slack, you struggle to stay on top of the messages on Zendesk.
You can send tickets directly to Slack channels. So, you can be aware of the replies you’ve been waiting for and keep your workload in order. Sending tickets in the right channels help you answer priority questions within minutes. You don’t have to swing between applications to do your job.
Thus, the support team can ensure customer satisfaction with very little effort.
Monitor Query Resolution
You can filter Zendesk notifications — for instance, “show tickets with pending invoices this month.” Using the Slack Zendesk integration, the bots alert you of all the tickets that have pending invoices for the current month.
This is a great feature for team leaders to access the status of their support teams, and only be notified when the query is triggered. Unusual activity can tip off team leaders to take action by analyzing spikes from particular customers, products and geographic regions experiencing issues.
Using this invaluable information, the support team can focus specifically on resolving the issue at hand to reduce headache in the long run.
By Monitoring Your Ticket Notifications, You Can:
- Alert data managers when unusual spikes occur.
- Stay on top of customer issues
- Refine operations and management
Thus, the support team can ensure customer satisfaction with increased response times.
Swifter Communication
Diverse teams need swifter communication. How often do you see developers and marketers assist each other to encounter a problem? Troubleshooting a tricky bug needs a faster resolution scheme to make your customers happy.
All your teams may be on Slack but often many times, people who work outside of Support often find themselves puzzled as they don’t have access to your support tools. If you think offering temporary access to individuals outside of support is going to solve the problem, it certainly would not!
Neither does pasting the ticket details on personal Slack channel is the solution. Why not allow tickets to be a part of your Slack conversation. Get the conversation going over at Slack channels, to gather help from multiple teams to find solutions!
Thus, the support team can ensure customer satisfaction by bringing the entire company closer to the customer.
Receive Priority Based Zendesk Notification On Slack
Perhaps you only want to view tickets from the United States or only the ones that have been tagged as priority. As you know about filtering data values, as seen in our previous pointer about monitoring query resolutions, you can choose to filter out data from Zendesk such as customer country, priority, ticket ID and others to show up in Slack.
If your business caters to high value customers and promises to provide excellent support and after-sales services through your CRM, then setting a filter for their particular ticket ID can be a useful feature.
Your support team can provide quality service to your important customers and help managers keep a close eye on challenges faced by them.
Thus, the support team can ensure customer satisfaction by focusing on necessary objectives.
