On June 24 the Zendesk team hosted the fourth episode in the “5 Steps to providing email support” series, focusing on Step 4: Build the customer experience. With the expertise of our Customer Success team- Jonathan Gomez and Paddy Meleady- we explored how email remains as an essential, trusted channel for customer support, even in today’s AI-driven world.
Highlights include
- Email is essential: it provides clear, documented interactions for thoughtful, step-by-step support.
- Smart email setup: with automated email templates and addresses, this process streamlines notifications while boosting both agent efficiency and customer satisfaction.
- Custom branding: isn’t just about looks—it’s about creating consistent, trustworthy communication that strengthens your brand.
- Automations: like “Bump Bump Solve” can significantly reduce ticket backlog and keep your support queues tidy without manual follow-up.
- CSAT surveys: are easy to implement and a quick, simple way to capture valuable feedback—and soon more detailed analytics will help you dig even deeper into customer opinions.
What we learned
Our session provided a deep dive into how you can enhance your email support workflows by focusing on four essential components:
- Setting up dedicated support email addresses: to ensure tickets are routed efficiently and customers have clear contact points this makes ticket routing and categorization more efficient and enhances customer satisfaction.
- Managing email notifications through triggers and automations: We learned how Zendesk uses triggers and automations to send proactive, timely notifications to both agents and customers—keeping everyone informed and engaged and demonstrating how to deactivate or customize them when needed, to reduce noise or suit your team’s workflow.
- Customizing email templates for consistent branding: We explored how to tailor email templates (both HTML and plain text) to reflect your brand's identity consistently. From adding logos and social links to customizing colors and removing elements like the delimiter, these tweaks ensure your messages feel professional and engaging.
- Collecting customer feedback using CSAT surveys: We reviewed how to activate, customize, and automate customer satisfaction surveys via email, to gain actionable insights to continuously improve support quality.
The live Q&A session at the end provided a valuable opportunity for attendees to ask questions related to the features and workflows discussed, fostering an interactive learning environment.
Next Steps
Be sure to catch the final episode of this insightful series! Stay tuned for more opportunities to elevate your email support strategy. RSVP here
Webinar resources
Useful Resources
To further assist you in your Zendesk journey, feel free to leverage these helpful resources:
