The dream setup - How I approach setting up Zendesk
Step 1: Start with the People Creating a powerful, intuitive Zendesk setup doesn’t begin with the platform itself but with people—the client's customers and support agents who’ll interact with the final product. I dive into understanding who they are, what they need, and how they communicate. This stage is where I step into the shoes of each stakeholder: the end customer, the support agent, and the client’s decision-makers. By asking questions like, “What’s the biggest challenge in supporting your customers?” or “Where do customers typically get lost or frustrated?” we get invaluable insights. This stage isn’t about Zendesk yet; it’s about mapping out the ideal support flow, answering the tough questions, and pinpointing the solutions that would make each user experience as seamless as possible. Step 2: Designing the Dream Solution Now that we know what the perfect support experience would look like, it’s time to design a solution—without worrying about the nitty-gritty technical c...