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How Zendesk Helped to Set up XAdapter’s Perfect Helpdesk

XAdapter is a unique marketplace that sells and supports premium WooCommerce plugins. We have many happy customers throughout the globe. Customer satisfaction is one of our main concern. Thus in order to handle our customer issues, we needed a perfect helpdesk. When we looked out among the best options, Zendesk was the one that matched all our requirements. This article deals with XAdapter’s perfect helpdesk – Zendesk.

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.                                                                                                                                                    ~ Jeff Bezos,Amazon

We understand this, and hence customer satisfaction is the highest priority of XAdapter. Zendesk plays a crucial role in helping us to serve our customers.

XAdapter's perfect helpdesk- Zendesk

Customer Satisfaction

Zendesk is one of the leading help desk software apps currently available in the market. Trusted by over 40,000 organizations worldwide, Zendesk.com is one of the major cloud-hosted help desk solutions available for a wide range of businesses, from small businesses to large multinational enterprises in the like of Groupon and Zappos.

The helpdesk software is easy to deploy and implement to help lower costs, increase productivity, and ensure customer satisfaction. From 5 to 500 agents, Zendesk can handle thousands of tickets every day. Likewise, it integrates your support channels such as email, web, chat, and social media. You can also access Zendesk from your desktop or mobile device, making it a handy and flexible helpdesk solution for small businesses that tap a home-based, freelance support setup.

Features that we really needed

 User Interface

Whenever our support agents open the Agent dashboard, they get all the details on one screen, like updates to the tickets, the number of open tickets, ticket statistics, satisfaction statistics, and open tickets. This is very useful for time management. We don’t need to navigate every time to other pages or settings to get all those insights.

Although Zendesk has a lot of features, they have managed to keep the user interface simple so that it is convenient for beginners as well as professionals to use it.

Zendesk user interface

Ticket views

Based on ticket views, we organize our tickets by grouping them into lists based on certain criteria. Our support admin has created many views such as Agent view – Bad satisfaction, product view, recently updated tickets, etc. This has helped us to handle our helpdesk more efficiently by giving more attention to the bad satisfaction tickets.

Automation

This automation feature helps us in assigning all the refund tickets to a specific agent and canceled order tickets to another agent which makes it easy for us to organize and handle those tickets.

We also use many other Triggers such as ‘Notify requester and assignee of comment updates’, ‘Notify assignee of assignments’ and ‘reopened tickets’. Since we deal with a lot of tickets daily all these automation helps us to look into every ticket without missing any of it.

Reports

This feature gives us an insight into how the support system is performing. We review our agents’ performance easily using this feature.

The report page consists of details such as New tickets, Solved tickets, Backlog, Agent touches, Satisfaction rating, First reply time etc… which are necessary details to get an overall performance of our helpdesk.

Zendesk Reports

Conclusion

At the end of the day, XAdapter needs the customers to be happy and satisfied with the support they get. Zendesk plays a crucial role in making this happen. Now, XAdapter has more than 94% happy customers all around the globe. Hence we can confidently say Zendesk helped to create XAdapter’s perfect helpdesk.

For those who are looking for a non-cloud-based support ticketing service for small businesses, you must try WSDesk.

WSDesk is a platform that helps businesses turn their WordPress eCommerce website or online store into a web-based support desk. Thanks to it, enterprises can deliver fast and efficient assistance to their clients, helping customer enjoy their products and services better, improve user satisfaction, and give their brand that positive ratings and feedback. Consequently, WSDesk is the perfect solution to enhance customer and brand loyalty and boost revenue.

With WSDesk, you don’t have to give control over critical support data to cloud-based support ticketing service providers. You are in charge of your own support platform. WSDesk comes with a user-friendly and well-organized interface that streamlines all your support-related tasks so that you can focus on improving and growing your business.

 


You can explore other WooCommerce and WordPress plugins in ELEX.

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