As a retailer, you face a variety of customer types—from a one-time shopper to a lifetime loyalist. How do you hone in on the customers who would benefit from some extra attention? Using custom user fields, you can segment your customer base by capturing relevant data and creating unique workflows based on these data points.

This recipe walks through how you can configure your user fields and business rules to optimize how you support your customers based on what you know about them.

技术水平:Beginner

Time required:30 minutes

Step 1

Start by gatheringcustomer data in user fieldsin your Zendesk. As a retail business, you may want to capture the following types of information about your customer. Knowing their spending habits, billing cycle, and social influence can help determine which customers you need to prioritize.

Step 2

After you create your custom user fields, you can now set any user field as a condition in a Zendesk Support business rule, such as a custom trigger.

For example, if a high-spending, influential customer submits a support request, you might want to alert the appropriate team members. This example trigger escalates any ticket from a customer on a platinum service level or one that spends over $1000/year with your business, or has high social influence.

Its common practice for a software company to track customer type and service level plan. For a B2B company, you most likely want to capture customer information for a group of customers—an organization.

This recipe outlines how to configure custom organization fields and workflows to support your customers at different times of a sales cycle.

技术水平:Beginner

Time required:30 minutes

Step 1

Start by gathering customer data in organization fields in your Zendesk Support. For each organization, you can capture the organization's account type, monthly spend, contract agreement, service level, as well as if they have agreed to be a referenced customer.

Step 2

After your organization fields are in place, you can create a trigger based on the organization field data to set up a dedicated workflow based on customer type.

For example, when your business prospects submit a ticket, you can create a trigger to automatically set the priority of their tickets to high and loop in relevant sales teams, who can be agents or light agents in your Zendesk account.

The next recipe in our Customer-centric Cookbook isCreate meaningful views of your customers.