Denise Hibbard’s Post

Transcript

Hi there. I'm Denise Hibbard with the Events Marketing team here at Zapier. My team is responsible for our annual user conference, SAP Connect, and I'm here to walk through a workflow that we put into place for this year's event that is going to help us tremendously. As most event planners know, managing support related questions, especially during the busy season for events can be quite tedious and we knew coming into this year we needed a better system. Usually it's my team responding to all of the questions that come through. And so this is going to really streamline the process for us. So I'd like to walk through what I set up in case that inspires you as you're thinking through your own workflows. So for starters, we previously previously used e-mail and that posed a few challenges for us just because we couldn't do as much with that data, at least not easily, if it didn't come through in the same format. So we brought everything to a support form. And what this does is as the information from this form comes into our workflow, we have individual fields that we can then use to trigger different sets within that specific workflow. So for here, we ask for the e-mail that gives us kind of a unique identifier. The way that we can understand who we're speaking to, a type of question which can help us automate the types of responses we might use on these Zendesk side. And then just a little bit more information from the user. So we did that using Zapier interfaces. And then as it comes into the system, I take that that e-mail field and I go and I look at HubSpot and I want to see can I find that user? And once I find that user, let's pull some data about whether or not they're registered as an event planner. When I'm responding to somebody's inquiry, it's important for me to know if they're registered for this year's event because that can help me quickly understand if it's a login issue and they haven't registered, there's our problem if they have registered now. Can start to dig into what might be going on there. So it was really important for me to set up that HubSpot, find contact and then bring in some of those fields so I can start to use those in a way that comes to me with that information. I have a four matter step in here just to make our our dates look a little bit prettier as they come to the Zendesk side. And then once I get to Zendesk, all of the information that I've gathered from the form from that user, from their HubSpot contact record. So have they registered for the event this year? Have they not? That gives me some more insights. All of that creates a ticket within Zendesk, which then helps me as the person responding very quickly start to troubleshoot what might be there. We have a ton of different macros loaded on the back end. That gives us a quick way to respond to common issues that might come up or a question that somebody has that you know. Typically see so this this process ahead of here gets me to that point where I'm no longer having to dig into five different systems to understand the information about the user to better serve them. I can get straight into problem solving with them. And then finally, we're very Slack heavy company. And since my team has been very generously supported by the support team in this workflow, but doesn't sit on the support team or we're just not living within the sun dusk system. So I want to make sure that we don't miss an opportunity to respond quickly to any type of. Issue that comes up so our last step here is we have a dedicated channel called feeds app Connect that all of that information funnels to and pings my team. So we know hey, there's something new in Zendesk that requires your attention and we can go in and then triage that issue from there. I hope this inspires you as you think about how to streamline your events and I would love to to hear what you've been automating.