PowerhouseCX Optimizer is a 10 phase program with key functions performed over several weeks. Because we're in a live environment, we commit to a set number of hours per week (paid monthly) at a flat rate/retainer. Our goal is to take you through all 10 stages as quickly as possible, but you can expect at least 20 weeks together, including transition.
PowerhouseCX Optimization
Goals
What we set out to do with each PowerhouseCX Optimization Engagement
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Bridge the gap between now and scalability.
During your Powerhouse Optimization, we will seek to understand how you're working today. We will focus on helping you to understand the difference between pain points and necessary evils.
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Allow you to do more with less.
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Enable you to realize the investment in your Zendesk.
Our Approach to PowerhouseCX Optimization
1.
Observation
How do you do your work today?
2.
Documentation
What does the work flow look like?
We will take the recommended Improvements and create a Roadmap for implementation for you.
3.
Improvement
What's required to reach your goals?
Our Approach to PowerhouseCX Optimization
1.
Observation
How do you do your work today?
2.
Documentation
What does the work flow look like?
3.
Improvement
What's required to reach your goals?
4.
Planning
How do we get your goals met?
5.
Development
How do we manage change as we take you from old to new processes?
6.
Creation
What materials are required to transition your team into their new world?
7.
Review
How can we improve and prepare you for change management?
8.
Adjustment
Outcome of the Review period.
9.
Go Live
Changes go live, this includes in trainings or process updates.
10.
Transition
Who will be taking over for you long term? What do they need to know?
What's included?
Zendesk Optimization
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Triggers and automations.
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Proper notifications for your customers/clients
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Customized ticket fields and forms to track your contacts (required for reporting).
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User and Organization strategy and Schedules.
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Views and Macro curation. Website widget for Support.
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Add on: Guide, Answer Bot (requires Guide), Talk and or Chat.
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Review and revise Policies and Procedures
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User Training
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Workforce Management
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Quality Assurance
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Best practices and how your Zendesk works
How to Get Started
The first step to working together is to understand your business case and we do this through an Intro call. Once we understand your situation, we will put together a customized service for you and introduce you to the team who would be assisting you on your journey. We don't believe in handing our Clients off to a different team once you're onboarded. The person who helps you understand your solution also sees you through your engagement for as long as you're with us.
To get started, book a call with us, or complete our Intro Questionnaire. After we get to know a bit more about you, you can expect an Exploratory call within about a week. If you have an urgent matter, please call us at (310) 844-1172. We're here for you Monday - Thursday, 9 AM - 5 PM PST.