The purpose of this article is to explain the order in which channels should be prioritized and worked.
💡 Key Terms and Definitions
- Channel - Channels are the various ways customers can reach you. They can be live or non-live. Live channels involve real-time, two-way communication, such as Messaging (live chat), phone calls, or email.
- Messaging - Messaging is Zendesk’s solution for real-time customer conversations. It allows customers to interact with an AI bot, chat live with a representative, or create email tickets if live chat isn't available.
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Each channel has its level of urgency, and it’s important to understand how to prioritize them. The order of priority is tied to the customer's expectations.
Recommended prioritization of channels
Based on channels enabled on your Zendesk:
- Phones
- Phone calls should be your top priority as they often indicate urgent customer needs.
- Some customers may also prefer calling for convenience, so answering the phone promptly is crucial.
- Messaging
- When customers have real-time questions while browsing your website, addressing their inquiries promptly can assist in completing their purchase.
- Prioritize chat tickets as they come in. If a real-time messaging request is missed, it will convert into a ticket, allowing partners to respond via email.
- Email: customers who e-mail don’t necessarily expect an immediate response.
- Emails typically don’t require an immediate response.
- Zendesk will feed emails to you based on service level, ensuring that urgent emails are prioritized in your queue.
- Customers may contact you directly through your support email, the Contact Us form, or via a messaging request that converts to an email.
- Aim to respond to all email requests within 1 business day.