About Roca.Work

• 15 Years in Customer Experience

• 11 Years Zendesk Experience

• 4 Years Zendesk Premier Partner

• 350+ Projects Successfully Completed

• Zendesk Certified (Admin & Dev)

This SOP is powered by Dominic & Gabriel M

Problem

You’ve invested in Zendesk, but you’re not using it properly.

You’re only using 10% of Zendesk functionality

CSAT is going down.

Zendesk is a super complex tool.

You’re feeling stuck and in the dark.

Team is unproductive and they lose tickets.

You don’t have traction for your business.

You’re losing clients.

What If I told you that an optimized Zendesk is not everything you need?

Solution

We can give you your money’s worth.

1. A CX strategy to map out your customer journey.

2. Setup Zendesk accordingly to match your CX.

3. Analyze the data collected by Zandesk to make informed decisions that drive your business forward, rather than assumptions.

4. Win back time that you can put into scaling your business.

Testimonial

Benefits

• Centralize CS requests into one place to keep an eye on the customer experience.

• We give your agents the tools they need to be efficient and happy and keep your headcount low.

• Make the best decision, not an emotional decision by looking at the right data.

• Reduce the time to work on CS by automating processes.

• Get more time to work on your business by being efficient.

• Chat with a Zendesk expert on Slack at all times to get results immediately.

•  Surface data to negotiate with your team and investors. 

• Work with a 1-1 certified coach to get where you want to be within 2 weeks.

SOP for Customer Experience Strategy In Zendesk

Overview

As a customer experience expert, analyzing customer feedback is key to improving satisfaction and driving long-term success. Improving customer experience is not an easy task and if you’ve even found yourself being in the dark with how to do it, you’re not alone.

This Standard Operating Procedure (SOP) outlines a structured approach to reviewing customer satisfaction (CSAT) data, identifying root causes of dissatisfaction, and providing actionable recommendations. This process is designed for customer experience managers, customer operations managers, and business owners looking to enhance their customer experience and boost satisfaction rates.

Our idea is to look at the customer experience from the core: the customer’s perspective.

This requires a bold and honest approach where the customer satisfaction survey is open to take in feedback. Irrespective of the type of request.

We believe this is the true way to improving customer experience. It provides actionable insights for customer operations.

Scope

This SOP is applicable for organizations looking to assess and improve customer experience using data from bad CSAT tickets. It covers immediate actions, short-term, mid-term, and long-term strategies to boost customer satisfaction and service quality.

Responsibilities

• Customer Experience Managers: Responsible for overseeing the process and ensuring the analysis leads to actionable insights.

• Customer Operations Managers: Manage the execution of action plans based on findings.

• Business Owners: Ensure resources are available for improvements and track performance over time.

Requirements

• Admin access to the company’s customer support data in Zendesk.

• Excel or Google Sheets for data organization.

• A branded document template for reporting.

• Meeting software (Zoom, Google Meet, etc.) for presentation and discussion of results.

Process

1. Download 100 Bad CSAT Tickets (from the last 3 months)

• Access your Zendesk Explore

• Create a report and apply filters to download 100 tickets with low CSAT scores from the last three months.

• Export the data in CSV format for easier manipulation.

2. Organize Data in Excel

• Import the CSV file into Excel or Google Sheets.

• Organize the data into the following columns:

  • Ticket ID

  • Assignee

  • CSAT comment

  • Issue

  • Contact Reason

  • Ticket comments/client conversation

  • What did the agent say/do

  • Suggestions for improvement (to be filled in later).

3. Go Through Each Case One by One

• Structure of Findings:

  • For each ticket, document:

    • Ticket ID: The unique identifier of the customer support request.

    • Assignee: The agent assigned to the ticket.

    • CSAT comment: What the customer had to say about the interaction

    • Issue: The main problem faced by the customer.

    • Contact Reason: The reason the customer reached out.

    • Ticket comments/client conversation: Analyse the whole back and forth of the interaction

    • What Did the Agent Say/Do: Analyze the agent’s response/actions.

    • Suggestions: Provide actionable recommendations based on the interaction (immediate improvements or future training needs).

4. Create Prompt for Analysing the Data

• Draft a comprehensive prompt that guides the analysis of the tickets to identify trends and common issues. Include prompts such as:

  • “Identify recurring themes in customer issues.”

  • “What are the key areas where agents need further training?”

  • “How did agent behavior impact the customer experience?”

5. Run the Prompt Analysis

• Utilize AI tools and manual data analysis to run the prompt. Generate insights based on recurring themes in customer feedback, agent behavior, and response quality.

6. Export Results to a Branded Document

• Compile your findings into a well-organized, branded document.

• Include:

  • Summary of key findings.

  • Immediate action points.

  • Short-term, mid-term, and long-term strategies for improving the customer experience.

7. Review the Document

The sections that need to be thoroughly analysed by a human are:

• Ticket comments/client conversation: Analyse the whole back and forth of the interaction

• What Did the Agent Say/Do: Analyze the agent’s response/actions.

• Suggestions: Provide actionable recommendations based on the interaction (immediate improvements or future training needs).

Everything else can be put in a nice organized document by an AI tool of choice. We like OpenAI for example to help us with a customer satisfaction improvement.

The Customer Experience analysis is aimed at highlighting key issues and repetitive CSAT reviews.

Actionable Recommendations

• Immediate Actions:

  • Provide training for agents based on the most common issues identified.

  • Improve ticket resolution times by optimizing workflow.

• Short-Term (1-3 months):

  • Implement agent coaching sessions to improve customer communication and empathy.

  • Set up feedback loops for agents to learn from resolved tickets with bad CSAT scores.

• Mid-Term (3-6 months):

  • Develop knowledge base articles to reduce customer frustration and empower agents with quick access to resources.

  • Introduce automated workflows to help agents manage common issues more effectively.

• Long-Term (6-12 months):

  • Establish continuous feedback mechanisms for customers to provide insights beyond CSAT scores.

  • Invest in advanced customer service training programs that focus on problem-solving and emotional intelligence.