User Engagement: Seamless Help Center Onboarding

Hello Everyone!

Welcome to a series exploring how ZylkerShop established its business through Zoho Desk's Help Center. ZylkerShop is an e-commerce platform serving household customers and businesses with a diverse range of products, including home appliances, cosmetics, electronics, apparel, and industrial goods. As the company expanded along with technology advancements, ZylkerShop wanted to provide a compelling service to all its clients.

Let’s see how ZylkerShop elevated its customer experience to the next level.

ZylkerShop's Journey

In the primary days of its business, ZylkerShop kickstarted through email communication and tracked customer interactions as tickets on Zoho Desk. Details on purchases, invoices, delivery, live sales, and discounts reached customers through emails, phone calls, and text messages.

As the customer bandwidth expanded, it became difficult for ZylkerShop to respond to the customers. Additionally, customers had to type emails for all kinds of queries, from simple to complex, and rely entirely on the limited number of support representatives. ZylkerShop wanted to do more than just business. It looked forward to offering customers a personal space on its platform, making help available and interactions easy, knowing that each of its customers had so much in their daily schedule.

ZylkerShop’s Shift to Self-Service

At this juncture, ZylkerShop adopted the Help Center channel. The Help Center would be the central hub where customers could access self-service resources, submit queries, track the status of their orders, complaints or feedback, and discuss topics with fellow customers plus experts from ZylkerShop.

The link to the Help Center was integrated into ZylkerShop's website. Users were notified via email about the new Customer Portal, promising an engaging and seamless experience. ZylkerShop was excited to have its customers onboard. As the admin began to send email invitations to its users manually, it became a challenge to have everyone covered. So, ZylkerShop enabled a self-sign-up option for its users.

Besides, ZylkerShop allowed unregistered users to submit queries through captcha verification. Everything seemed to be going well, but ZylkerShop began receiving spam tickets through the Help Center into its Zoho Desk portal.

Make Help Center Secure and Spam-free

Having grown into a mid-size business, ZylkerShop served thousands of customers. As more users signed up for the Help Center, ZylkerShop had to level up.

ZylkerShop mandated registrations for Help Center access to serve its customers better. Admins could moderate users, prevent spam or phishing tickets or orders. Unlike emails, the updates on orders, announcements, and discussions were just a sign-in away.

However, manually moderating users became tiresome and prone to errors. To overcome this, Zoho Desk offered two options: User Authentication using IDP or Federated Login. Configuring the Help Center with IdP supported sign-ins to various cloud services from one place. Federated Login allows users to sign up with their existing accounts in Zoho, Google, Microsoft, LinkedIn, or Facebook. ZylkerShop adopted Federated Login to make customer access easier while maintaining security.

This approach eased users in their shift to the new communication regime. Every email response from ZylkerShop included a link to view the ticket in the Customer Portal, making it just a click away.

How did ZylkerShop transition to a new interaction space in less time?

ZylkerShop could swiftly manage new users, moderate existing ones, and provide access to help articles with a simple slide on the Access settings. With features like User Authentication and Federated Login, ZylkerShop’s Help Center remained secure from spamming and phishing. This is how ZylkerShop eased onboarding for users on its Help Center portal.

Stay tuned for the next edition, where we’ll dive into more enhancements that boost ZylkerShop’s customer experience.

Regards,
Lydia Kiruba
Zoho Desk