DDM: Customer Experience Team Changelog

This article contains a running Changelog surrounding DDM's Customer Experience Team process, system, and policy changes.

3/17/20

Talk

  • Fixed desktop notifications throughout team improving identification of incoming calls
  • Input all internal contacts into Zendesk userbase to allow faster internal call transfers

Support

  • Activated and integrated the "One time Secret" App into our instance to help with the creation of random passwords for all tickets that require a password reset.
  • Overhauled all ticket forms and fields to allow for streamlined and accurate reporting within Zendesk

Guide

  • We have purchased the decided theme "Flatrock" and are currently site mapping. Working with Joe afterward on getting the pages to brand.
  • Scrubbed existing guide content and now have 26 articles ready for the next deployment steps

Moderation

  • Enacted price gouging policy surrounding the current state of emergency
  • All moderated listings are now inputted into Zendesk to help centralize reporting
  • Cars, Homes, Jobs, and Classifieds SOP's created, vetted and rolled out
  • Clarified the motor vehicles ad posting limit of 2 within Classifieds. 

Fraud

  • Met with Sift and enacted a "Start from Scratch" implementation plan for our current integration
  • The team is limiting the amount of "Decisions" made in Sift until we get rolling on the new implementation. 

Explore

  • Created a new CX dashboard to track team performance

Misc

  • Rolled out the first version of team performance metrics and associated KPI's

2/10/19

Talk

  • We are LIVE!!! All calls are now going through Zendesk with a forward from 801-333-7422 to our Zendesk provided number. A lot has gone into this to make sure everything worked properly. A condensed list provided below
    • Worked with IT to allow Talk access for each of our agents. We now have rules in place to allow the system to communicate correctly
    • Trained agents in the usage of Talk and optimized headsets/browser for phonecalls
    • Fixed issues with Talk ticket creation not inputting correctly
    • Validated and activated previously setup schedules, Talk workflows, and agent accesses

Support

  • We have adjusted a handful of existing processes around troubleshooting tickets
  • We now have a 24 hour follow up policy that we are following to ensure that our clients are getting the help they need even after our first interaction
  • We finalized the Homes new ticket field inputs. After we finish all other verticles and support functions we can go live with the updated ticket forms for better tracking

Guide

  • Joe in Design is working on the selecting of our Guide Theme as well as helping with the site mapping
  • Article creation has been halted until we get our new manager here and trained up on everything

Moderation

  • We tweaked an existing policy regarding business listings and will tackle this further once we get some concrete definitions in this area
  • A new policy has been implemented that will restrict users from coordinating listing posting from outside the US. Outsourcing the posting of one's listings is now prohibited

Fraud

  • We have started a new chapter of our relationship with Sift and will be meeting with them on a regular basis to get better trained on how to best utilize the software. Hoopes has been involved and will advise on the technical portions/improvements of our instance We have a long way to go, but we are working in the right direction

1/10/19

Zendesk Support

  • Email Response Adjustments
    • Made delimiter line text more generic to accommodate various brands
    • Removed user/agent image to populate in automated emails
    • Fixed source header image and adjusted for branding
  • Year-End Cleanup
    • Scrubbed deleted and suspended tickets and set up recurring checks to ensure legitimate issues are found in a timely manner. 
    • Closed all pending tickets to allow fresh reporting for the new year and to help with ticket forms and schedule
  • Created system scheduled office hours for ticket reporting, Talk voicemails, and future automated responses. It also includes the ability to insert holiday hours.
  • Analytics
    • Determined reporting needs and finalized Analytics specific ticket form

Talk

  • Phone line named "Customer Support Line"
  • Purchased compatible headsets for all agents 
  • Verified that no blocked numbers needed to be transferred over from existing phone system
  • Set up the sales line as designated failover number should Zendesk/Twillio ever go down. We will check outage reports on a semi-annual basis to determine if we need a dedicated support failover number
  • Completed 1st team training on Talk usage

Guide: 

  • 16 additional articles awaiting review

Moderation

  • Changed policy surrounding free pickup services in classifieds. We will no longer moderate these ads to go to the services verticle. 

Misc

  • Adjusted access for backend reps from admin to agents
  • Ownership of Feedback group email changed from Nikki to Austin

Product Coordination

  • Informed Classifieds of numerous complaints surrounding Outdoorsy rentals in travel trailer sub cats
  • Informed Classifieds of over 25 unique complaints about featured ad "duplicates" 

 

12/13/19

Zendesk Support

  • Enabled Side Conversations (processes not yet implemented)
  • Removed Local reviews, Product, and Feedback groups (Renewing ticket routing)
  •  Analytics
    • Set up a new brand named "Internal DDM"  
    • Created agent profile and analytics group
    • Worked with IT to create Analytics@deseretdigital.com
    • Set up Zendesk/Gmail forward for analytics forward
    • Implemented ticket routing triggers
    • Set up custom views for analytics agent role

Zendesk Talk

  • Purchased local # to allow current support # to forward to
  • Assigned agent access and enabled talk for team members
  • IT created custom rules to allow connection through our network. Post-test successful.
  • Enabled text functionality (Still need to set up features)
  • Disabled "Wrap-up" settings

Zendesk Guide

  • 9 articles pending review and 7 being currently worked on
  • Created wireframe for the future structure of our helpdesk

Zendesk Explore

  • Created ticket satisfaction comment query (needs a few more tweaks to be presentable)
  • Started work on CX dashboard

Misc

  • Enabled 2nd trial of CX moments to get us through the rest of the year. planned subscription purchase in Jan 2020.
  • Team currently has 5 active projects with 19 in the queue.
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