Incentivizing Customer engagement in ZylkerShop

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 

    Access your files securely from anywhere

        Zoho Developer Community




                                  Zoho Desk Resources

                                  • Desk Community Learning Series


                                  • Digest


                                  • Functions


                                  • Meetups


                                  • Kbase


                                  • Resources


                                  • Glossary


                                  • Desk Marketplace


                                  • MVP Corner


                                  • Word of the Day



                                      Zoho Marketing Automation
                                              • Sticky Posts

                                              • Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021

                                                After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon.  At this event, we will explore the topics which
                                              • Register for Zoho Desk Beta Community

                                                With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features
                                              • Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices

                                                Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our  forums; wherein a panel of experts will take on questions  specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here.   Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way.  If you have a business use case but not sure if Workflow is
                                              • Share your Zoho Desk story with us!

                                                Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 
                                              • Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module

                                                Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects:  Integration with different Telephony vendors Routing calls to agents Converting


                                              Manage your brands on social media



                                                    Zoho TeamInbox Resources

                                                      Zoho DataPrep Resources



                                                        Zoho CRM Plus Resources

                                                          Zoho Books Resources


                                                            Zoho Subscriptions Resources

                                                              Zoho Projects Resources


                                                                Zoho Sprints Resources


                                                                  Qntrl Resources


                                                                    Zoho Creator Resources



                                                                        Zoho Campaigns Resources


                                                                          Zoho CRM Resources

                                                                          • CRM Community Learning Series

                                                                            CRM Community Learning Series


                                                                          • Kaizen

                                                                            Kaizen

                                                                          • Functions

                                                                            Functions

                                                                          • Meetups

                                                                            Meetups

                                                                          • Kbase

                                                                            Kbase

                                                                          • Resources

                                                                            Resources

                                                                          • Digest

                                                                            Digest

                                                                          • CRM Marketplace

                                                                            CRM Marketplace

                                                                          • MVP Corner

                                                                            MVP Corner





                                                                              Design. Discuss. Deliver.

                                                                              Create visually engaging stories with Zoho Show.

                                                                              Get Started Now