Zendesk is our customer support software where all enquiries are logged as tickets for the CX and Finance teams. Tickets are created via email, phone, live chat, contact forms and Facebook Messenger.
Understanding Categories
Tickets are categories to sort enquiries into groups and help priorities customer requests. These forms and categories also provide a snapshot of pain points in the customer experience. It's important that both the form and category is selected so the appropriate SLA can be automatically added.
Account Enquiry |
Example |
| My account is locked | They have duplicate account or have the messaging paused/suspended. |
| I'd like to update my contact details | They want to change the email, mobile or name on their account. |
| I'm having trouble logging in | They can't log in or get into their account. This is most likely because they have entered the wrong combination of email and password or they don't have the correct email address. |
| I need help signing up | They have mentioned that their phone number is already in use. |
| I need help adding or removing a card | They don't know how to add their new card or they are seeing that their card is associated to another account. |
| I need help with Pay Longer | They are asking about our Pay Longer service. |
| I'd like to close/re-open my Zip account | They wish to close/re-open their account. |
| I have a question about my spend limit/credit score | They want to increase/decrease their spend limit or have their credit re-assessed. |
| Something else | Anything else not mentioned above related to the user account. |
Payment and Fees |
Example |
| I'd like to change a payment date | They want to move an instalment payment/want an extension. |
| I've missed a payment | They have let us know that they were unable to pay. |
| I need to make payment but my credit/debit card is no longer valid | Their card has been lost, blocked or is expired. |
| I have a question about fees on my account | They do not want to pay their fees or want a refund on fees. |
| I'm having problems with a promotional offer |
Anything to do with the promotions being run/coupon codes. |
| Something else | Anything else not mentioned above related to payment and fees. |
Orders and Refunds |
Example |
| There's a problem with my order | They have not got a confirmation of their order from the merchant, cannot process their order, want to know the items in their order, want delivery/tracking information or to change these details. |
| I've been charged twice for my order | They have a duplicate order or are seeing two transactions for the same amount on their bank account. |
| I need help with a refund | They are waiting on a refund, don't understand how our refunds work or want a refund from a merchant. |
| Something else | Anything else not mentioned above related to order and refunds. |
Finance Team |
Example |
| Payment Plan | Within notes, we can see that the customer has been passed onto Indebted for a 'Flexi/Repayment' Plan. |
| Collections | Within notes, we can see that the customer has been passed onto Baycorp/Indebted Collections. |
| Fraud | Within the notes, we can see Suspected fraud/fast pay down customers, and unauthorised payment/account/order enquiries. |
Other |
Example |
| Voicemail hang-up | They have left a voicemail with no message (generally less than 10 seconds) and their contact details are not loaded onto Zendesk. |
| How does Zip work? | Generic questions about the time payment is taken, how much is taken in the first instalment, if cash is taken, how Zip works, etc. |
| App Issue | When the Zip App is malfunctioning. |
| Platform Issue | When Zendesk Talk/Chat is not working. |
| Zip Money | They are enquiring about a Thermomix. |
| Zip Biz/Spotcap | They are asking about their business loan or an employee they spoke to which is not in our company. |
| Abandoned Chat | When a customer leaves a chat. |
| In-store code reset | When we require the developers to give the customer their instore code manually. |
| Something else | When nothing falls into any of the categories above (very unlikely). |
Feedback |
Example |
| Zip Product | General feedback about Zip product features. |
| Zip Customer Service | They have feedback about their customer experience/or an agent. |
| Zip Mobile App | They have feedback about the Zip app. |
| Zip Website | They have feedback about the Marketing website/Customer Portal. |
| Zip Merchant Experience | The Merchant has feedback. |
| Something Else | Any other feedback |