Advocacy Team
They work with a high volume of tickets providing information and technical support to our customers. They complement self service capabilities. They also offer Premier support, which is a VIP support plan for paying customers. We have support in multiple languages and teams located in several countries.
What they do:
- provide troubleshooting guidance
- Support via tickets
- Identify root causes of issues
- Present alternative solutions or workarounds
What they don't do:
- perform changes on the account
- Video call support
- implement solution
- provide prices and plans
Streamlining customer support
- Ticket quality matters
- quality on information in the ticket, determines the speed and assertiveness of the solution
- Understanding the workflow
- understanding the process of resolving a ticket gives you the tools to align with customer expectations
- Encourage customers to create their own tickets
- customers need to create their own tickets so they can engage directly with advocacy team, eliminating you as a middle man
- keep eyes on the ticket
- Follow the ticket if necessary to stay updated, if you need to escalate it, you can step in so client gets answers ASAP.
Article on how to contact zendesk customer support:
How to create a good ticket
- Explain the issue
- Include detailed info like examples. include screenshots
- Pay attention to who is reporting the issue
- very important to check if the user is trying to do things they can’t due to lack of permissions
- Ask them to enable account assumption
- advocacy can only verify or test issues with the customers prior authorization through account assumption.
Zendesk temporary access (account assumption) article: https://support.zendesk.com/hc/en-us/articles/4408824477082-Granting-Zendesk-temporary-access-to-assume-your-account
Ticket creation
Ticket type, each category generates different chains of processes. If you are not sure, choosing questions is your best bet
If it is related to a technical problem, advocacy team will be able to classify more assertively. Only select incident and problems when it affects more than one customer.
Business Impact, the value determines what ranking it has in the ticket view.
Ticket escalation, when issue requires specialized expertise, urgent attention or higher level approval to ensure effective resolution.
When should we escalate a ticket?
- Customer sentiment
- When encountering an angry customer from time to time. Escalating can help prevent customer dissatisfaction, reduce risk of negative impact
- Complex issues
- when the support team may not have the resources or expertise to fully resolve a customer’s issue.
- Urgent matters
- When customer is facing an issue that affects directly their operations.
Working with AEs
What works?
- Schedule introductory meeting with AE
- Share what CSM does, size of book, meeting cadence, goals
- Review list of shared accounts, ask questions, take notes, listen to AEs priorities
- Show appreciation for the partnership
Helpful Tips to work with AEs
- Set clear expectations
- CSMs have large books, limits time spent with each customer
- Friendly limits and pushback if necessary
- don't do things you are not supposed to do, pushback. teach them how to do it.
- Be direct and transparent
- People appreciate directness and transparency.
- Over Communicate
- keep AEs informed, include them in meetings email and any relevant updates.
Resources:
- Slide Deck for working with advocacy: Working with Advocacy
- Slide Deck for working with AEs: Working with AEs
- Zoom Recording of working with advocacy and working with AEs : https://zendesk.zoom.us/rec/share/clzcr2HRsGtDyneglJTyTfqJb9zZzMxC7BLw6hlZp1l_cr754KJb8z0oxMENH9Oj.3iAJjzXATYeCXy-r?startTime=1756132390000
- Access code: wi3GlPG$
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