Operational changes with messaging include adjusting expectations and metrics. After training agents and activating messaging, expect an adjustment period to compare new messaging volumes with previous email, chat, or call volumes.
You may notice improved request deflection rates and a temporary increase in request volume as customers and agents adjust. Listen to customer feedback for trends that may require additional training or staffing adjustments. Over time, update workload expectations and optimize bots and automation to enhance productivity.
Estimating the number of agents needed for messaging is crucial for effective support. Zendesk provides useful calculators to help you determine the right number of agents when implementing messaging. These calculators take into account various…
Key staffing considerations for messaging include balancing customer support, meeting service level agreements, and managing budgets. It's important to design your conversational messaging workflow with these factors in mind. Consider the impact of…
Helping agents transition to messaging support involves proper staffing and preparation. Consider rolling out messaging in phases, starting with a live chat-like setup and gradually introducing more asynchronous messaging features. Training is…
Managing inactive conversations in Zendesk messaging involves setting rules to automatically close them. For example, you can configure a trigger to close a conversation if no end-user message is received within ten minutes, freeing up agent…
Yes, you can set different messaging availability for different customer groups in Zendesk. For instance, you might offer messaging during local business hours for all customers, while providing 24/7 availability for those on a premium support…