Dashboard Optimization

-Tags / tracking

-Views / folders / ticket categories

-Backend helpdesk “rules” and system intelligence

Automations

-Implementation

-Chatbots

-Flows / Multi-step automated interactions

-Self-help for customers to manage orders, track order, report order issues, etc

-Self-help for FAQs

-Contact Form backend automations for ticket organization

-Performance Auditing

-Analyze/Assess performance of automations

-Strategize for increased automation rate (% of tickets handled without agent interaction)

Interactive FAQs/Help Center

-FAQ Content

-Audit existing FAQs

-Adjust for efficiencies and Brand Voice

-Create New FAQs

-Implementation

-Create Interactive Help Center for increased resolution/self-help

“Macros” (if Gorgias) / Templated/Canned Responses (if other helpdesk)

-Audit Existing

-Adjust for SOPs, efficiencies and Brand Voice

-Create New Macros

-Import to helpdesk, introduce merge tags

CSAT (Customer Satisfaction Surveying)

-Implement/Optimize CSAT Survey Request for increased response rate

-Analyzing/using data collected

Assess Integration Potential / Facilitate Integrations

-Shopify

-Amazon

-Walmart

-TikTok Shop

-& more!

Custom Ticket Fields

-Tracking

-Auditing

-Action Plan / Consulting based off data and ticket trends

-Assess agent workload, determine how to keep a lean, efficient team

-Train your team to be data savvy

-How to collect, interpret and utilize data

-Track and report customer concerns

-Effective Communication

-Within the CX/CS team

-Across company sectors (reporting customer trends/patterns)

-Between CX/CS team and their superior (founder, C-level, etc)

-Optimize team tasks (outside of tickets) based on individual skills, workload

-Recurring meetings with the CX/CS team

-Process Changes

-Prioritization of tickets

-Workflow

-Training in using and creating Automations, Macros, etc

-Feedback Loops

-Team building

-Audit existing SOPs

-Adjust for efficiencies

-Create new SOPs

-Implementation Strategy

Returns Deep Dive

-Turning Returns into Returning Customers

-3rd Party Returns vs. In House

-Discovering/data analysis

-Action Plan

Cancellations Deep Dive

-Assess loss v non-loss refunds

-Discovery/data analysis

-Action Plan

Pre/Post Purchase

-Website

-Social Media

-SMS/Email

-Order Confirmation Page

-Tracking Page

-Landing pages

Returns/Exchanges Process

Product/Service Review Process

-Implement a reactive system to Win back lost customers

-Implement a proactive system to prevent lost customers due to poor experience

-Implement quick wins and trackable revenue driving campaigns within CX

-Coach team on how to strategically push sales

-Push new products, excess stock, etc

-How to track CX Revenue

-CX Brand Voice Guide

-Translating the company’s brand voice into an easy to digest and apply guide for the team

-Humanizing/personalizing the customer experience

-Increase positive customer engagement with CX/CS team

-Customer Interviewing/Surveying

-How to collect and utilize customer feedback

- Helpdesk AI optimization