Getting Started: Set up Desk.com for your retail or ecommerce company

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Overview

With new personal shopping, flash sale, and subscription gift models becoming more popular, there’s more opportunity than ever for small business retailers. But starting a new e-commerce business can be tough. Not only do you have to scale to meet seasonal and holiday surges, but in today’s uber-connected world there are more touch points than ever, and customers expect you to respond to feedback on every channel.

Today’s retail and e-commerce SMBs need the right tools to meet demand and deliver personalized service that scales. Desk.com, the all-in-one support app for small businesses, can help you compete more effectively, even with larger more established companies.

This getting started guide walks you through how to configure Desk.com for retail, including key productivity tools, and other tips. Links to other articles that show specific steps and offer more information for retail and ecommerce companies are also included.
 

Add agents and set their permissions

Agents are your customer support reps. Within Desk.com, you can add Agents, define their permission levels, and organize them into groups. For this setup, the permission levels are for Agent and Administrator.

An Agent runs your day-to-day support such as responding to Cases. An Administrator configures Desk.com such as defining roles and privileges, creating Filters, and managing the Support Center.


Steps

  1. Go to AdminTeamUsers + Add User
  2. The Add New User popup appears where you configure details for the new agent.

 
To learn more about Agent permissions, see Access Levels.

 

Groups

Admin PanelTeam > Groups

You can organize team members into Groups within Desk.com to classify Agents how you see fit. Groups allow you to incorporate workflows that take actions on multiple Agents at once. Let's say for example you want your frontline support to handle all "lost password" Cases. You will create a Group called "Frontline" and add your frontline support Agents as members. You can have a setup where all Cases created and labeled with "lost password" or contain the keywords "lost password" will be designated to the entire frontline support Group. For this setup, we won’t be adding any additional groups because there are already default groups in Desk.com for you. Make sure to add your Agents to these groups.


Add every channel you want to support

You can add different channels such as Email, Facebook, and Twitter to Desk.com. Once connected, you can track interactions from these Channels as Cases in Desk.com.


Email

Admin Panel > ChannelsEmailInbound Mailbox 

We issue a dedicated Desk.com mailbox when you sign up. It has the domain @yoursite.desk-mail.com but you can change that to your domain. Emails sent to this address will create Cases and you can reply using this address. You can add both your support@yourdomain.com and sales@yourdomain.com directly to Desk.com, or you can set up forwarding on these mailboxes to direct all mail to support@yoursite.desk-mail.com.

 

Facebook

Admin PanelChannelsFacebook

Connect your Facebook to Desk.com to create Cases from new messages, wall posts, and comments. This gives Agents the ability to respond to all wall posts and direct messages via the Agent Desktop. With Desk.com, Agents can easily see a customer’s Facebook post along with their other Cases in the customer’s history.


Steps

  1. Go to Admin > Channels > Facebook
  2. Click + Add Facebook Page
  3. You will see a list of the Facebook pages that are linked to your account. Select the Facebook Page that you want to bring into Desk.com by selecting the checkbox. You can also select if you want to bring in the current posts on your page by checking the “Import Old Posts” box.
  4. Click Add Facebook Pages


Twitter

Admin > ChannelsTwitter

Connect your Twitter to Desk.com to turn your tweets into Cases. Customer tweets will also be in their history so Agents can better understand the full context of an issue when replying. This gives Agents the ability to track all incoming and outgoing tweets directly from their support site.


Steps

  1. Go to AdminChannelsTwitter > + Add Twitter Account
  2. Next you, you must authorize the Desk.com app with Twitter. If you're already logged in to Twitter, the Authorize app button will appear. Confirm that you're authorizing the correct Twitter account. If you're not currently logged into your Twitter account, you will be prompted to log in as part of the authorization process.
  3. Once you've authorized the Desk.com app, you'll be taken back to your Desk.com account to finish the process to add your account. The final prompt gives you the option to enable or disable the Twitter account for Desk.com


Phone

Admin PanelChannelsPhone

Track your phone conversations in Desk.com and add them to your customer’s Case history.


Steps

  1. Click the "new case" button in the top pane.
  2. Select the phone option and search for a customer by name, email, or phone. Click Create Case.
  3. In the bottom right of the Log Call box, select whether it's an outbound or inbound call.
  4. If the customer does not exist, create a new customer. Once you’ve filled out the information for the customer, click the “Create new phone call case for this customer” button.
  5. Capture all the case information in the response box to summarize the conversation you had with the customer, and update the case.

Categorize your cases with Labels

Admin Panel Cases > Labels

Labels are a great way to tag Cases with important information.

Recommended Label

  1. FAQ Candidate - If an Agent notices that customers are having the same issue, they add the “FAQ Candidate” Label. An article to answer these commonly asked questions should later be added to the Support Center.


Pro-tip: Review your “FAQ Candidate” Labels weekly as a support team and prioritize what content to add or update. This will help you identify new content to add to your Support Center.

 

Set up Macros to do multiple actions

Admin Panel > Cases > Macro

Macros are one of our Agent efficiency tools. With macros an Agent can do many actions at once including adding a canned reply to the case.

For example if you had a workflow where all item return request have to be handled the returns team you can create a macro that with one click would inform the customer of the escalation, and reassign the case the correct team.

Video: Creating Macros in Desk.com


Set up Filters to stay organized

Admin PanelCases > Filters

Filters help Agents organize their work. Think of them as work “queues” for different teams or groups. Your Desk.com site comes with several default Filters.

Filters consist of two main parts: “All Conditions” and “Any Conditions”. For a Case to appear in a Filter it has to meet the criteria for every "All Condition" and at least one "Any Condition".


Recommended Filters

Now that you know how Filters work, let’s build out the ones you’re going to need:

  1. Group’s Queue - This is a “dynamic” Filter that shows all New, Open and Pending Cases assigned to your group but not assigned to an Agent. These are Cases that an Agent needs to work on but are not yet claimed by any Agent in the group. This will also be the primary Filter that your Agents will use.

  1. My Queue - This is a personalized Filter for each Agent. Think of it as an inbox that shows all Cases assigned to that Agent. When an Agent responds to a customer the Case will be assigned to them. If the Customer replies back it will re-open the Case and show up in this Filter for the Agent to then respond back. This is the second Filter that your Agents will use.

  1. All Cases - This Filter shows all Cases in Desk.com. When sorted with the most recently updated Case at the top, Agents can easily go back to the Case they just worked on.


Set up Rules to automate your support

Admin > Cases > Rules
 

Rules are the automated part of your workflow. You set them up once rather than performing repeated actions over and over. Rules are based on some type of action taking place in the Case. Here’s a breakdown of the different types of Rules in Desk.com:

  1. Inbound Interaction - This runs when an interaction comes into Desk.com. It could be an email from a client, a tweet, a reply, etc.
  2. Outbound Interaction - This runs when something is outgoing from Desk.com, such as replying to a customer.
  3. Case Created - These run when a new case is created.
  4. Case Opened - These run when a case status changes from New to Opened.
  5. Case Reopened - These run when a case status is changed from Pending or Resolved to Open.
  6. Case Updated - These run whenever there is any update to the case.
  7. Case Pending - These run when a case status is changed to Pending.
  8. Case Resolved - These run when a case status is changed to Resolved.
  9. Case Closed - These run when a case status is changed to Closed.
  10. Time Rule - These run every 15 minutes and are based on time intervals. So, for example, you can have a case status change to Closed 3 days (72 hours) after it’s set to Resolved.

Rules run in the order they’re displayed. Automating with Rules.

Recommended Rules

Now that you know how Rules work, let’s build out the ones you’re going to need:

  1. Re-open Pending or Resolved Cases (Inbound Interaction) - This Rule will set the status of a Case back to Open if a customer replies. The Case will then go back into the Agent’s Filter so they know that the customer has more questions.

  1. New Interaction Notification (Inbound Interaction) - This Rule will send a Notification to the assigned Agent when a customer replies. We only recommend that you create this Rule if your Agents are using Desk.com part-time.

  1. Assignment Notification (Case Updated) - This Rule will send a Notification when an Agent assigns a Case to another.

  1. Aging Cases Notification - 48 Hour (Time Rule) - This Rule will send a Notification and add a Label to a Case if it goes 48 hours without being updated.

 

Configure your self-service support center

Your support center is the place where customers can go to find the answers to their questions. Having a good support center means that customers can find their answers right away and do not have to create cases.

Admin > Channels > Support Center > Web Themes

It is important that your help center looks like the rest of your website and reflects your unique brand. Raise is a great example of what can be accomplished with the Desk.com Support Center. Check out what they have done go to: help.raise.com. As you can see they customized their support site URL as well as the look and feel to really reflect their brand. This lets customers know that they are still on your website and helps build your brand awareness. Click here for more further instructions on changing the look and feel of your help center.

Admin Panel > Content

Now that your help center look great we need to add content! The content section is where you can add topics and articles. Articles are your unique pages that contain the answers that your customers are looking for. We have found that customers like getting their knowledge through rich media like pictures and videos. Feel free to add those to your articles to increase their effectiveness! Topics allow you to organize your articles to make them easier to manage and for your customers to navigate. Follow this link for more details on how to add articles.

Note: You can have multiple support sites that all link to one backend ticketing system using our multi brand feature. For details click here.

 

KEYBOARD Shortcuts

Agent Settings > Keyboard Shortcuts Agent can quickly navigate the Agent Desktop with keyboard shortcuts for common actions such as updating the case, sending the message, or accessing the macro controls. A list of keyboard shortcuts is listed below. (You can also click the keyboard icon in the Agent Dashboard to see the shortcuts.)

 


Integrate Desk.com to business critical apps

You can connect Desk.com to apps like inventory management, mail order tracking --- anything you use to track the ecommerce experience of your customer so you can give your customers awesome customer service. Check out all our apps located in Admin > Apps.