9 tips to help your crypto business during the bull market with Zendesk
I’m not one for labels, but in recent months I’ve been pondering this question: what kind of Customer Experience expert am I? I mean, sure, my profession is pretty niched in itself, but what makes me different? Well, to figure that one out I had to think what kind of projects I am working on, what I do in my free time and what makes me tick.
What I do in my free time
In recent years I’ve come to get close to the crypto currency world. A lot! Sure, you’re wondering what does that have to do with Customer Experience and with me being a Zendesk senior consultant? It just so happens that being into crypto as I am, I have found myself opening accounts on quite a few exchanges like Binance, Poloniex, FTX, Kraken, Huobi, Kucoin to name a few. I inevitably found myself in need of support and I’ve had my share of experiences. Not all good. Few! However, the good part is, at least for me, is that many of these crypto exchanges use Zendesk as their customer support tool!
What projects I work on
Some projects that I have worked on and still work on: Bitwala, CEX.io and a few others which don’t like attention so much so I can’t mention them. The projects that I’m working on, to some degree are in the same field: crypto. I didn’t ask for it, they just came to, like the Universe conspired to send these projects my way.
What makes me tick?
TECHNOLOGY and everything around creating a better world for us with it! Also, having a great crypto experience.
My favourite projects? ADA, ETH and DOT.
If you’re a company that activates within the crypto realm, the recent bull market has definitely given you a big headache. You could be an exchange, a wallet, a crypto data analyst, or even a crypto project and if you use Zendesk, then this is the read for you!
In reality, a stream of new users has entered the crypto universe and, as expected, they had no idea how to do things. Inevitably, they found themselves reaching out to you for support. I feel that pain for you, dear crypto company, as I feel the pains of a non-connoisseur. I’ve been there for both ends.
To help you during this difficult time, I’ve prepared a list of things you can do to make your life easier during this difficult time.
Deflect tickets
Use Answe rBot
Offer article suggestions based on the keywords that the users type into their request description or in the subject line of the webform.
Or Chatbot - setup flows for end-users to go through the most frequent types of requests. Some of them will be able to find what they are looking for. For those who don’t they can just request a chat or submit a request.
Here is a link so you can read more about Answer Bot.
2. Use the Knowledge Base capture app
This app is so easy to install and use. Here it is 👉 link 👈
The Guide Knowledge Capture app leverages your team’s collective knowledge. It enables your agents to search and link articles into tickets, provide quick inline feedback on articles to aid in content improvements, and create new articles while answering tickets using a pre-defined template directly in the Zendesk Support agent interface.
However, in order to be efficient, you need someone in your team dedicated to using it. I’ve seen so many instances where the app is installed but no one uses it because no one is taking ownership of it.
3. Install the Web Widget
Use it on your main website and allow users to search the Knowledge Base, submit a request and also request a chat and/or a call with you. This will help deflect some 20% of your tickets. The better your knowledge base is document, the more that percentage can increase!
Read more about the Web Widget.
Save agent time
4. Account HealthCheck
Optimise your Zendesk system by doing an account audit. In this article I describe how to go about creating an account health check and I also provide an example.
The system improvements deriving from this are invaluable as this can really muster a lot of improvements to your system that you didn’t even know you needed.
5. Bulk solve ticket
Find the most recurring tickets and bulk solve them. Link “Incident tickets” to a master “Problem ticket”. Whenever you update the “Problem” ticket, all incident tickets are updated with the same reply.
Or create an Automation and identify similar tickets with a tag, request date, etc and follow up on these requests and bulk solve them. Get rid of some of that backlog. You don’t have to worry , humans tend to be forgetful and not care that they’ve reached out to you. They forget to follow through, especially if the issue got resolved in the meantime. They won’t let you know they’ve gotten their issue solved.
6. Pending chase flow
Create a flow along the lines of: if a ticket in in Pending status in Zendesk for longer than 4 days, email the user letting them know they’re due to follow up with you. If they want to continue to be offered support, they should reply to the Automation. If they don’t, their ticket will be set to solved. Now you wait an additional 2-3 days and if they don’t get back to you during this time either, you solve that ticket. Boom, this is how you get rid of a chunk of tickets.
Sure, you have to be very gentle on how you deliver the message. Some people are quick tempered and although it is in their interest to follow up and provide the information you require in order to support them better, the vast majority that will have completely forgotten about their request. You will just let that ticket be Solved and get rid of some of the tickets.
7. Direct users to your webform in the Guide
What if you redirected your clients to use the webform so you could categorise their requests? Use Zendesk custom fields and conditional fields and ask users to categorise their requests themselves. The more data you have about the support request, the better you can assist. Some examples of categories:
What is their request about,
Where are they writing from,
Product type etc
These are a few examples of information that can be very useful when assisting someone. Not to mention you can create routing rules based on the ticket categorisation and you save agent time. Agents don’t have to dig through the unassigned que, the cue comes directly in their inbox.
Save company money
If you do the above, you make sure you don’t hire new people. Unless you really need to hire new people, which is also totally reasonable. Let me share how you really know if you are understaffed. Keep reading below 👇
Reporting
8. Make sure you report on the right metrics
How do your reports look like? Do you report based on the types of requests you’re getting?
Do you report on location? Or language?
Do you report based on the types of products you offer?
It might be that you need to create more documentation for a certain product so the users can just find their answer by reading an article within the Zendesk Knowledge Base. They can just Google search for their issue and that would save you so much time, rather than having your agents respond to them on by one. Self serve is what 73% of people prefer rather than talking to you.
Remember what I said above about having a good documentation about your product? Well, we’re closing a loop! A well documented Knowledge Base is soooo important!
9. Agent efficiency
On top of the prebuilt Zendesk metrics for the agent efficiency, you can go a step further and install the time tracking app and see how much time your agents need to solve certain types of requests.
Reporting can be the true indicator should you actually be understaffed. Team leaders can feel overwhelmed and ask for additional resources all the time, but reports don’t lie.
If you’re in the need to outsource your services, please reach out to me, I have connections to a company that outsources support teams in multiple languages.
I hope the above makes sense to you. If it doesn’t, I’d love to schedule a call and clarify.