Zoho Desk - Chapitre 1 : Anticipez vos besoins

Zoho Desk - Chapitre 1 : Anticipez vos besoins



Bonjour à tous,

Continuons notre série de la rentrée et découvrons comment Zoho gère 60 millions de clients grâce à Zoho Desk.

Contrairement à ce que l'on peut penser le cycle de vie d'un ticket commence bien avant qu'il arrive dans notre logiciel client.

En amont il est important que les équipes paramètrent correctement vos tickets afin de collecter les données nécessaires pour comprendre le contexte.
Prenons le cas de notre équipe vTouch qui traite vos retours sur nos applications mobiles. Lorsque vous contactez l'équipe, il est demandé de renseigner plusieurs informations clés : le type de téléphone que vous utilisez, la dernière mise à jour effectuée... Ainsi les équipes ont en leur possession toutes les informations nécessaires pour traiter le problème. Cela permet à la fois au support et au client de ne pas perdre de temps avec des allers-retours chronophages.

Vous devez aussi penser aux différents moyens d'interaction avec vos clients : via quels canaux vont-ils vous contacter ?

De nombreuses options sont disponibles : par e-mail, via un formulaire web, téléphone, les réseaux sociaux... Il faut donc bien connecter en amont ces canaux pour éviter qu'une information d'un même client ne soit traitée plusieurs fois. Pour cela vous pouvez vous appuyer sur une collecte des informations précise pour identifier et recroiser les demandes. 

Une fois les informations collectées via les différents points de contact, il est important de les attribuer à la bonne personne ou équipe... Nous verrons comment créer un process efficace la semaine prochaine.

Bonne journée, 

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