Non-standard ways of using Usedesk at Black Caviar Games studio

Each of our projects has its community of players, so we create a separate group on Vkontakte for each project. We connected the official Instagram, Facebook, and Twitter — we do not use them for projects. In addition to the main site, we added a Usedesk widget to the Game Jam contest site, through which we also accept and process requests.

As a result, now we have:

• one official group and two groups of game projects on Vkontakte;
• widgets on two sites;
• one account on Instagram, one on Facebook, and on -- Twitter;
• two technical support mailboxes — on the official website and for the Game Jam competition, two mailboxes for the HR department and one internal for IT specialists;
• two games in the App Store and Google Play, where people leave reviews

To not jump between channels, we needed to collect all the dialogs in a single window. It became apparent that we could not do without exceptional service. First of all, we outlined the main criteria by which we will choose a system.

Criteria of choice:

• the presence of a multichannel chat,
• availability of reports,
• the ability to classify tickets,
• tagging by topic,
• availability of quick response templates,
• the ability to monitor the quality of employee responses.
  
  From a dozen existing helpdesk systems on the market, I selected three that met these requirements, including Usedesk. I wrote to all three companies, and the final choice was the speed of response from the support service. In Usedesk they answered me on the same day, in the second company — only three days later, and in the third one they completely ignored my appeal.

Actively tickets from players went three or four months ago; now there are about 30 of them a day: application failures, bugs, registration problems. In technical support, two employees work simultaneously — the one who is currently free takes the application and indicates himself as the executor in the ticket. And the community manager is responsible for communicating with the members of the gaming communities.
We have scripts for communicating with the client. Every day, I selectively review tickets and evaluate dialogs against scripts. If the employee does not adhere to them, I talk to him. Usually, this is enough, so we do not apply any penalties yet.

Templates. For each situation, we have several options for templates with answers. For example, greetings and goodbyes in Russian, in English and quick answers to typical questions that we are often asked. If I see that an employee is slowing down in response speed and at the same time does not use templates, he will be asked why he writes the answer manually instead of using a template. So far, this has not happened — employees are actively using response templates. All this can be seen from the standard Usedesk reports.

Triggers and tags. We have a bunch of triggers and tags. Thanks to the tags, we see which channel the ticket came from and assign prioritization. For example, now we have a high priority for inquiries about the Game Jam contest, so we process all questions first. In one rule, I use tags to prescribe prioritization and auto-reply, if needed immediately.

We actively use auto-replies because we cannot promptly respond to a client's ticket. So that the client knows that his application will definitely be taken to work and does not feel abandoned, we set up a rule so that after a ticket is formed in Usedesk, the client will immediately receive an auto-response. Like as, we have received your ticket and will contact you soon — it does not matter whether it is working time or not. But auto-replies are not always needed; for example, they will look stupid on the Vkontakte wall or in marketplaces. Therefore, we have registered exceptions so that the auto-reply will arrive only if the client has written to us in private messages or by mail. In other cases, a ticket in Usedesk is generated without an auto-reply.

When the conversation is over, the client can rate the work of the operator. We have set the rule for negative feedback — for any rating other than "Excellent," the client receives the answer: "Hello, thank you for your feedback! We will not miss the opportunity to draw conclusions and improve. What do you think we could improve our technical support service? "Then I review and analyze the dialogs with negative reviews and discuss them with the operators.

A beneficial rule is the substitution of mail-in tickers that come through the feedback form on the site. All tickets come from the noreply address, but after the ticket is formed, the rule replaces it with the client's mail, which he indicated in the feedback form. So employees can immediately respond to the client — they do not need to clog up their mail manually.

Rules and tags automate routine processes, reduce the likelihood of error, and speed up the work of operators. We didn't have to modify anything — the standard Usedesk functionality was enough. The same is with metrics — we use built-in SLA 15 minutes, hour and day, and keep within them.

We have integrated Usedesk with AppFollow, a service for monitoring application activity in the App Store and Google Play. Now all reviews on stores are sent to Usedesk as tickets with medium priority. We respond to reviews directly from Usedesk — it's very convenient, no need to jump between windows, no review will be lost or left unanswered. So that the operator does not have to write a review manually every time, and at the same time, they are different, we have added several dozen variations of the quick response templates. Few of our competitors track and respond to reviews in stores, although this greatly improves the quality of customer service.

We post vacancies on several sites and process responses through Usedesk. To do this, we added HR employees' email addresses as channels to the system. Messages through the feedback form of our accounts on sites with vacancies go to the mail of the HR department, and from there, they become Usedesk tickets.
The technical support service processes responses directly in Usedesk, like user requests — for this, we have templates for job seekers' answers. Then the resume is sent to HR employees — they consider it and contact only suitable candidates from their mail. HR employees are not yet connected to Usedesk, but we will do this so that all correspondence with job seekers is stored in one place.
With this solution, we close three tasks at once:
The applicant will always receive an answer and will know that his resume has been hired. It didn't matter when he left the application, day or night; he will receive an auto-reply.
It is convenient to collect statistics on the number of applications for vacancies for the HR service — it can be viewed in Usedesk reports.
We unload our HR department — HR employees process only suitable responses, and the rest are closed by technical support.
Here we use another helpful Trigger. The sites where we post vacancies periodically send mailings with updates and information about our ads. There is no need to process such tickets, so we added a rule in Usedesk that automatically closes them. They are immediately marked as "Mailing" and are not assigned to operators.

An IT specialist does not sit still all the time; he constantly walks to departments: the network does not work there, the program does not open here. How to track his work? If you do not record all the appeals of the company's employees — nothing. So we decided to track the work of our IT specialists using Usedesk.

First of all, we introduced cards in Usedesk to all employees as customers. They indicated in them all the technical information that an IT specialist needs to solve: from contacts and the office where the person is, to the description of the equipment, IP, and computer name. This speeds up the process of fixing the problem — the employee describes it, and all the rest of the information is already at hand for the IT specialist.

Then we created a separate mail and connected it to Usedesk as a channel. When an employee breaks something, he describes the problem and sends a letter to this mail. A ticket is generated in Usedesk, which is assigned the "IT" tag using the rules. Both IT specialists are immediately sent a notification letter to the mail with complete information about the application to not miss the task for sure. All information is indicated in the body of the letter by scripts, so the IT specialist does not even need to go to Usedesk to find out the details of the problem. You only have to enter the ticket to note that the task has been completed. So far, there are only two IT specialists, so they agree among themselves who react to which request. In the future, if necessary, I will set up the automatic assignment of tickets.
So we immediately kill two birds with one stone: the employee quickly, without getting up, finds an IT specialist, and the manager can track how many requests each of them processed and how quickly they fixed everything. Now we can track the workload of our IT specialists and take into account their workload.

Our projects have recently been released, so for now, we are just collecting statistics, reviewing reports, and monitoring employees by key indicators. And when there are more tickets and statistics on them, we will use the accumulated information to develop our business and improve the technical support service level. We may come up with some other non-standard ways to use Usedesk.