Winning Minds: ZylkerShop's Journey to a Branded Help Center
Hello Everyone!
Welcome to the journey with ZylkerShop on customizing the Help Center for business. ZylkerShop customized its Help Center to give customers an intuitive experience.
ZylkerShop wanted to personalize its Help Center to incorporate branding. The e-commerce did not prefer to disclose the resources used to manage its support operations. How can ZylkerShop conceal the use of Zoho Desk and increase its credibility as a brand?
The URL of ZylkerShop's Help Center and the pages contained references to the service application used for support. To white label this, Zoho Desk offered rebranding features within itself. Similar to enabling Email Forwarding in Zoho Desk, domain mapping allows the rebranding and obscuring of the product name, Zoho Desk.
ZylkerShop Unveils its New Look
Winning the mind-share of customers is essential in business. Hence Zylkershop wanted its customers to recognize its Help Center by its brand name and logo. As ZylkerShop expanded and established branch offices in various regions to serve customers worldwide, it aimed to create a cohesive brand experience.
To reinforce this, ZylkerShop utilized the rebranding options by adding a company logo and a favicon to appear on the customer portal page. The brand logo was enabled with a link-back URL leading to the official page of ZylkerShop. With all the icons in place, ZylkerShop's Help Center aligned with its website, helping customers establish a connect with the brand.
ZylkerShop established an effortless link with its customers, making them feel more familiar and comfortable.
ZylkerShop's Brand Extension
ZylkerShop aimed to enhance its branding by segregating departments into distinct brands. Initially, all tickets were being funneled into one bucket, disrupting the ticketing process. To address this, ZylkerShop implemented a multi-brand approach, allowing customers to interact with the specific brand related to their product. This setup enabled agents to handle tickets efficiently with tickets falling into the respective department.
Each subdomain represented a distinct department, and customers were informed of these new domains through automated emails, making it easier for them to submit tickets to the relevant brands. Zoho Desk provided options for either a unified or separate user base. With a unified user base, customers could access any Help Center using the same login credentials. In contrast, a separate user base required distinct login credentials for each subdomain. The super admin managed access to various departments based on company policies, ensuring smooth operations.
The super admin granted users access to relevant departments based on their needs. The process for addressing customer queries was streamlined, allowing users to easily find information related to specific regions or departments and engage in community discussions. This improvement helped customers connect with the right audience and resolve their issues more efficiently.
Going Multilingual
To make it easier for customers from various regions to find solutions in its Help Center, ZylkerShop decided to support multiple languages. Reaching out to customers in their native tongue saves time and helps them arrive at solutions more quickly. ZylkerShop enabled a multilingual feature and added a list of languages to its portal. It also activated automatic translation, ensuring that every document in the Help Center was translated as needed.
Now, customers could choose their preferred language to navigate through the Help Center, making the experience more user-friendly and convenient.
ZylkerShop’s journey has been smooth so far, and we're excited for you to experience similar enhancements in your own Help Center!
Share your journey with us, and stay tuned for more updates. As always, we’re here to make your experiences better.
Regards,
Lydia Kiruba | Zoho Desk
Topic Participants
Lydia | Zoho Desk
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