Zendesk Explore: calculating Next Reply Time
One of the things Zendesk Explore does not do is calculate Next Reply Time (“NRT”) as a separate metric from SLA-related calculations, as it already does for First Reply Time. In this arti…
Read MoreWe help businesses improve their CX by leveraging Zendesk
Experienced
+10 years designing and improving great customer support experiences within Zendesk.
Creative
We’ll be happy to understand your business needs and take a closer look at your pain points. That’s how we can build great things.
Tenacious
We don’t claim to know everything, but there hasn’t been a workflow we couldn’t set up successfully. We love a good challenge.
+50
SUPPORT TEAMS SERVED
+10
COUNTRIES CONSULTED
12
YEARS OF EXPERIENCE
Our services
We can set up new Zendesk accounts or conduct a health check on existing instances (we love identifying improvement opportunities!). People-wise, we can also train your agents and/or team leaders. Happy agents, happier customers!
Public vs internal workflows
Most businesses have internal stakeholders as well. In addition to building customer-facing workflows, we can help you build internal processes for teams such as QA, Content (based on user feedback in Guide articles), backoffice, etc.
Help center functionality
Besides designing your Guide theme, we can also implement one of the most sought-after funcionalities for the help center: a user feedback module (if a customer downvotes an article, present reasons, optional message, and generate a ticket in Support).
Answer Bot and ticket deflection
And if you’re into Zendesk Answer Bot, we can definitely help you with its configuration in order to provide a great ticket deflection experience!
User feedback
Thanks a lot for your fast answer & you really helped me out with that! Your solution works very fine, is simple & even Zendesk wasn’t able to help me out that way you did – appreciate your a lot!
ANDY G.
via email
Thank you thank you!!!!! Let me know if there’s any kind of karma or anything else I can do to show my appreciation, you’ve been a MASSIVE help!
NIK C.
Latest on our blog
The Way of the Do-Reply: self-triage methods with Zendesk
In this follow-up post, we’ll demonstrate two no-AI methods to allow your user base to self-triage their uncategorized Zendesk requests. The first method is straightforward and will take advanta…
Read More
From ‘do not reply’ to ‘do reply’
It’s 2023 and we keep seeing ‘do-not-reply’ email addresses being used to reach out to a company’s users, ourselves included. This is a CX shot in the foot. In this article we&…
Read MoreGet in touch
Email or schedule a free advisory call.
