Desk : Le cycle de vie d'un ticket - Introduction

Desk : Le cycle de vie d'un ticket - Introduction



Voici une nouvelle série en 3 chapitres, dans laquelle nous allons vous dévoiler comment Zoho gère l'intégralité de son service client sur Zoho Desk.
 
Zoho compte plus de 60 millions d'utilisateurs à travers le monde et offre plus de 50 différentes solutions. L'intégralité des demandes de nos clients, des centaines de milliers, sont traités intégralement sur notre logiciel de service client : Zoho Desk. Découvrez comment Zoho traite les différents problèmes ou une recommandations soumis par nos clients.

Pour cela nous avons recueilli le témoignage de deux équipes :
  • vTouch, qui s'occupe de vos demandes concernant nos 11 applications mobiles, est une équipe de 20 personnes qui traite plus de 4 500 tickets par mois sur 3 canaux principaux : email, tchat et téléphone
  • L'équipe Finance qui gère les questions autour de nos 7 produits financiers et reçoit environ 70 000 tickets par mois à travers le monde


CHAPITRE 1 :
Contrairement à ce que l'on peut penser le cycle de vie d'un ticket commence bien avant qu'il arrive dans le logiciel client. En amont il est important que les équipes paramètrent correctement vos tickets afin de collecter les données nécessaires pour comprendre le contexte.
https://help.zoho.com/portal/en/community/topic/zoho-desk-chapitre-1-anticipez-vos-besoins

CHAPITRE 2 :
Une fois que votre ticket et son contexte arrivent dans notre logiciel, il doit être attribué au bon service et traité efficacement. Pour cela vous pouvez créer un process entièrement adapté aux besoins de votre entreprise. En organisant correctement votre service support, vous pouvez suivre tous vos tickets et répondre à vos clients. 

CHAPITRE 3 : 
Enfin pour gagner en efficacité vous pouvez travailler en équipe pour partager à la fois vos connaissances et traiter les problèmes les plus complexes.

Rendez-vous la prochaine pour découvrir notre premier chapitre ! 

L'équipe Zoho France

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