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Customer Care: Team Tour Guide

Team Tour Prep

  • Use Namely to obtain department and role of each attendee

  • Confirm/create Client Center account with Zendesk (Support Center) permissions

  • Confirm/edit Zendesk (Support Center) account, Light Agent, assigned to G5 Org, assign to Group corresponding to department

 

Team Overview

Customer Care is part of the larger Account Management Organization (see Team Org Chart) and interacts with many other departments. Our primary function is to perform product support, training and troubleshooting. The team is organized by client verticals, which each team member maintaining a portfolio of clients within those verticals. Customer Care uses a tiered model of support, and maintains on-call hours for urgent requests.

 

Mission Statement

Customer Care creates a confident and personal relationship with our valued clients. We simplify navigating the world of digital marketing by defining solutions with our products and services. Our team of trusted advisers provides proven solutions for our clients and their ever-evolving digital marketing portfolios.

 

Zendesk Ticketing System

Most Customer Care communications occur within Zendesk, a customer service ticketing software. Zendesk has different views for clients and employees. Clients are directed to the Knowledge Base, while employees see the web application. Customer Care solved 25,870 tickets in 2016 and 34,256 tickets in 2017. Increased growth is anticipated in 2018.

 

Training and Self Service

Customer Care maintains the G5 University Website, its associated Learning Management System (LMS), and the client-facing Knowledge Base. The G5 University website provides self-guided courses designed to assist in self-services. The Knowledge Base is actively maintained to reflect all product releases, and is a good resource for new employees wanting to learn G5 Marketing Cloud products, and how to perform tasks within these products.

 

https://docs.google.com/document/d/1p7FINQNvmMZo05Mvp5epYqDzRavbNnhhy6aLU1c2spA/edit?usp=sharing