Incentivizing Customer engagement in ZylkerShop
Hello Everyone!
Welcome to the next series on ZylkerShop’s journey towards enhancing user experience on its Help Center portal. Last week, we explored how ZylkerShop managed onboarding users into its customer portal. This week, we shall see how ZylkerShop adopted new processes and imparted them.
Excited by new innovations, ZylkerShop made organizational changes to boost performance and efficiency. However, expanding to serve businesses with more complex needs demanded extra attention.Could Zoho Desk streamline processes for ZylkerShop? Let’s see if they found a solution that meets all their needs.
Displaying Departments for Ticket Submission
ZylkerShop classified its product genres—Apparels, Electronic Gadgets, Furniture, Grocery, Industrial Goods, Foods, and Cosmetics—as separate departments. With various departments for efficient operations, ZylkerShop did not inform its customers of these updates initially. Although ZylkerShop provided a field to select the department while submitting a query, users frequently missed selecting the correct one, leading to workflow disruptions. Tickets began to fall into the wrong departments as the option went unnoticed, or users submitted their cases in urgency. This affected ZylkerShop's support process.
To address this issue, ZylkerShop redefined its Help Center UI by making the departments obvious in tabs. Now, users could submit their queries by selecting the relevant product genre. ZylkerShop had private departments handling sensitive information like customer issues, payments, refunds, and claims. Although all the details related to these departments couldn’t be disclosed to users, they still needed updates on the status of their queries.Therefore, ZylkerShop made the ticket status information for the private departments accessible to users.
Classifying Ticket Status
Initially, customers saw their ticket status only as Open, On Hold, or Closed, which was ambiguous. To provide customers with clarity on the exact stage of their tickets, ZylkerShop reclassified ticket statuses as Order Placed, Payment Done, Order Dispatched, Issue Filed, Issue Under Investigation, and Issue Resolved. This helped users understand the progress of their orders and queries better.
Team Access and Privacy
As time progressed, ZylkerShop expanded to serve enterprise customers, with different users from the same organization placing orders for office needs. These users wanted to track their team's queries. ZylkerShop provided this option while adhering to its privacy policy. However, some organizations preferred more privacy. ZylkerShop quickly acted, allowing only users who needed access to team-related tickets to view them, ensuring information privacy.
User Engagement
ZylkerShop managed its Help Center users through Zoho Desk, with options to group them and create user labels.To engage customers beyond purchases, ZylkerShop encouraged discussions, query submissions, and participation in idea generation, as well as conversations about new products, discounts, and seasonal offers. They also grouped users by region to provide tailored offers, announcements, and even documents on data privacy laws. Additionally, users were categorized based on their level of engagement, enabling ZylkerShop to offer special deals and exciting prizes.
Recognizing that gamification boosts customer involvement, ZylkerShop integrated Zoho Desk's user labels into their Help Center. Customers were rewarded with badges such as Welcome Badge, Team Player, Community Builder, and Champion for their engagement and contributions, promoting interaction and helping to resolve issues within the community.
ZylkerShop continuously evolved its customer interactions through its Help Center portal. Were these modifications time-consuming? Not at all! These enhancements were swiftly implemented through intuitive UI adjustments in the Access settings, User Groups, and User Labels.
We hope this edition has provided valuable insights into enhancing the user experience with Zoho Desk's Help Center. Stay tuned for our upcoming series, where we'll explore how to personalize your Help Center to drive business growth.
Regards,
Lydia Kiruba
Zoho Desk
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