Zendesk Training - Takeaways for Why and How to Do It?
Zendesk Training
Why and How to Do It?
By having the proper Zendesk training you can find yourself running towards successful Online Customer Service
Make a good start in your Zendesk performance with our little guide on How? and Why? you should get official in-depth training based on years of experience in Zendesk Support, no matter if your goal is to be part of projects or step into a leadership role.
What is Zendesk for and what can it do for you?
Zendesk is a cloud-based help desk management solution offering customizable tools to build a customer service portal, a knowledge base, and online communities. It creates the perfect customer handling and working scenarios in which it becomes easier to send a customer to the right agent for a particular need, creating an efficient and personalised experience.
Is Zendesk hard to use?
Zendesk is easy to set up and allows teams to run a call centre with full functionality in minutes. There is no need for IT team support or additional technicians. The best part about it is the easy organising functions. In Zendesk Support you can organise agents by areas of expertise, location, language and skill level. You can quickly scale operations, train new agents and launch new products.
Why do you need Zendesk Training?
If you waver on whether you should get qualified Zendesk training or learn by yourself, we have a few important reasons, based on experience, for choosing the training option:
You can Take the first step in the right way
Imagine being in a race. You have the stamina, and the speed, but you are running in the wrong direction. 😬 That scenario would be awful! All your potential would be wasted because of a wrong start. Take Zendesk training as a race to improve your skills and methods in online customer service. With the right start, you can make sure your effort and personal resources are leading towards success.🏆
2. you Don’t lose yourself down the rabbit hole!
Learning things on your own, without structured information can be difficult. One piece of information leads to another and that one leads to another one and so on.😵 Diving into a sea of articles, posts and unprofessional opinions without guidance can drown your focus and your efficiency.
3. you Find your place in the Zendesk team
The Zendesk boat requires a crew on board. Even if at first you think you might do all the work, soon you will realise that a team is the best way to sail these online customer service waves. You get the picture we’re trying to paint here! If you are looking to manage Zendesk on your own for the benefit of your company or you want to be a Zendesk expert in someone else’s team, proper training helps you define your role and enhance your skills.
4. You can become an expert
If you're learning, why not put that energy into becoming one of the best? All that work can get you a qualification and valuable assets in the online customer service field.
“The Zendesk Certification Exam provided a great opportunity to perform a self-diagnostic, and identify the areas of the product where I should shift my focus to ensure that we are fully utilising features to optimise our support flows.”
— Jeremy Flanagan, Customer Operations Project Lead of Tools at Instacart.
You can check out the Customer Experience Training, and find out more about how this can work for you.
So, what kind of Zendesk Training you should do?
As we mentioned earlier in the article, Zendesk requires a team, and each member of that team has an important role to perform. And if this too is something you’ve thought about back and forth, we can give you a little nudge!😜
There are two ways you can go:
Zendesk training for customer service agents
So, agents are the bulk of Zendesk support staff. They interact with customers online by the assigned tickets that need resolution. Zendesk offers learning paths and courses for agent training, both free and surcharged.
You can find Zendesk Agent support training customised to your interests and needs here.
2. Zendesk training for Admins
This training should be done as an upgrade to the previous one we explained. This is optional, but in ideal scenario the big foot of skill level is to first understand what it is to be an agent and then transition to an admin. This way you get the best of both worlds.
The agent's role and privileges are defined by admins, so having a good understanding of what and how the agents work is important for filling the big shoes that come with becoming a Zendesk admin.
Just as for the Agent role, you can find full support training for Zendesk Administrator here.
And lastly, the supreme level of Zendesk Specialist Certification you can achieve.
If you’ve fought and won most of your battles in online customer service, you’re up for one more upgrade. It’s time to validate your Zendesk skills by becoming a Certified Zendesk Support Administrator Expert. For this we recommend the candidate has at least 3 months of experience as a Zendesk Support Administrator.
Find all the Zendesk Specialist Certifications available here and aim for your biggest dreams in the customer service industry.
