Zuora’s Support team is excited to share details about the recent launch of the new Zuora Support Center portal! Customers are finding answers to questions with ease and experiencing shortened case resolution times. Read on to find out how we achieved this…
Our Aim
Zuora’s Support team is always looking for ways to improve the customer experience. Getting you the answers you need to effectively manage your business is our priority, and as such, we want our processes to meet your needs. Perhaps you’ve wanted to submit a help request, but had no idea what information is needed for Support engineers to quickly determine how to best manage your request. Without those pertinent details, it might take more time for the Support engineers to find the specific root cause of the issues and resolve them.
We’ve been listening to you. The feedback we’ve received from customers and partners, about your needs, and how we can best organize our resources to support you has been integral to our enhancement efforts. In building the new Zuora Support Center portal, we have refreshed the functionality and layout, which has already led to improvements to your customer experience.
Which Product Can We Assist You With?
Let’s say you’re having trouble with a bill run. You’ve typed “bill run stuck” in the top text bar (Figure 1) . Now, after clicking SUBMIT REQUEST in the portal you’ll be taken to a page displaying the main categories of Zuora product lines, so that you can easily choose your target area. By clicking any category of product lines, you can drill down into subcategories and see existing related requests. If you cannot find any existing request that applies to your case from the search results, click CREATE A TICKET to submit a request with key information.
Figure 1. Creating a ticket, re: “bill run stuck”
Now that the request form is specific to each product domain, you can provide key information up front based on the severity of the issue or problem (Figure 2) . Our Support engineers will use this information to figure out the details of the reported issue or problem, then prioritize and resolve with increased efficiency.
Figure 2. Submitting a bill run related problem request
Highlights & Impacts
We have already seen some amazing outcomes with the enhancements made to the Zuora Support Center portal. Highlights include:
Improved customer experience by providing well defined product categories.
The request form directs your issue to the specific subcategory of Zuora product in question. In providing the information that is most relevant to your case, we better understand your needs.
Alignment with our organization structure for easier ticket assignments and faster resolution times.
With the redesign, we now have the ability to better collect statistics and conduct data analysis based on existing customer requests that match with Zuora’s latest product domains. This will ultimately help to improve Zuora’s products, as we get a more holistic view of customer pain points and solve them.
After we unveiled the new portal, the case resolution time for our customers and partners has decreased. The percentage of one-touch resolution tickets has climbed, and the average number of tickets that get resolved per day has also increased.
What’s Next?
Going forward, we plan to enhance the search function within the Zuora Support Center portal to help customers and partners efficiently search for the most relevant issues for reference. To achieve this, we will incorporate more support solutions articles into the portal. Our aim is to provide quick and easy access to existing knowledge that can help with answering questions and resolving issues.
If you have any feedback about the new portal, please feel free to let us know.
Stay tuned for future updates!
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