1. Achieve Customer Satisfaction Through a More Robust Website
Morgan Powers, Assistant Director | Taxpayer Services Division

2. Difficulties of Communicating
Call center
Hard to identify trends and technical issues
Hold times during peak periods
Managing shared boxes
Oversight of content, timeliness, accuracy
Website
Long lists of FAQs
Hard to promote information
Difficult to update quickly

3. Communicating 2.0: Revenue Help

4. Revenue Help

5. Revenue Help: Searching for Answers

6. Revenue Help: Searching for Answers

7. Revenue Help: Searching for Answers

8. Revenue Help: Searching for Answers

9. Revenue Help: Submitting a Ticket

10. Revenue Help: Submitting a Ticket

11. Revenue Help: Submitting a Ticket

12. Revenue Help: Submitting a Ticket

13. Revenue Help: Solving a Ticket

14. Revenue Help: Solving a Ticket
T – Take It
A – Answer It
T – Tag It
R – Redact It
S – Submit It

15. Revenue Help: Solving a Ticket

16. Revenue Help: Solving a Ticket

17. Revenue Help: Solving a Ticket

18. Revenue Help: Customer Satisfaction

19. Revenue Help: Customer Satisfaction
Customer Service Rating
Tickets
Received
Article
Views
2015
(Jan – Dec)
96.9%
9,782
159,894
2016
97.3%
13,328
377,670
2017
(Jan – May)
84.8%
25,638
494,251

20. Revenue Help: Positive Comments
“Robert was very direct and helpful with explaining my question and offering solutions while being personable and polite. Thanks!”
“The response time was AMAZING! I really liked the carefully drafted response. I appreciate this service! Way to TN DOR! ”
“I was very pleased to have received a response to my question so quickly. This was unlike any other state website I have encountered where they offer a response in 5-7 business days. Very refreshing. Thank you.”
“The support was outstanding. My questioned was answered quickly. This has by far been the best experience with ing states. I have sent s to many states with questions and none have provided such great service.”

21. Morgan Powers (615) 532-4589 morgan.powers@tn.gov

22. Alabama Department of Revenue
Adding The Zendesk Live Chat & tracking Functionality to Your Web Site Via a 3rd Party Call Center
Don Graham
Alabama Department of Revenue

23. Zendesk provides helpful resources to assist you in creating your system.

24. ZenDesk Email Tracking: Revenue Help Center
Help Center is the Taxpayer’s first contact with the system.
We are currently only live with our Motor Vehicle Division, but plans are to expand it to Income Tax next then beyond to other areas in Revenue.
The Help Center allows us to break up the FAQs into the various section, Titles, Registration and MLI to better tailor the requests to the taxpayer’s needs.

25. ZenDesk Email Tracking: Revenue Help Center
Once the taxpayer clicks a link it takes them to the page requested where they can view the various “articles”.

26. ZenDesk Email Tracking: Revenue Help Center
Once in the article the taxpayer has the ability to rate the helpfulness of it or whether he has other questions.

27. ZenDesk Email Tracking: Revenue Help Center
If the taxpayer wished to submit a specific request it funnels him into a form that allows him to provide us with a more structured inquiry.

28. ZenDesk Email Tracking: Revenue Help Center
If the taxpayer would rather chat with us they would click the link on the bottom left of the Help Center page and it will be present for every link clicked for which that function is available.

29. ZENDESK Chat has Hourly, Daily, Weekly and Monthly analytics built in
ZENDESK Chat has Hourly, Daily, Weekly and Monthly analytics built in for the following metrics (It is displayed in graph form by default):
·         Page Views
·         Total Visits
·         Unique Users
·         Number of chats

30. ZENDESK Chat has Hourly, Daily, Weekly and Monthly analytics built in
ZENDESK Chat has Hourly, Daily, Weekly and Monthly analytics built in for the following metrics (It is displayed in graph form by default):
·         Page Views
·         Total Visits
·         Unique Users
·         Number of chats

31. ZENDESK Chat has real time monitoring
ZENDESK Chat has real time monitoring for:
·         Number of chats in queue
·         Wait Time
·         Missed Chats
·         Current Chats
·         Chats Per Agent
·         Response Time
·         Chat Duration
·         Satisfaction Rating

32. ZENDESK Chat maintains a searchable database of all chats
·         Allows easy review of all chats.

33. ZENDESK Chat ZENDESK Chat allows you to:
·         Monitor all current visitors to the help center
·         Review previous chats/tickets created by current visitors
·         Start a chat with a current visitor to offer help proactively (not in use)
·         Monitor active chats in real time (not shown)
ZENDESK Chat allows you to:
·         Monitor all current visitors to the help center
·         Review previous chats/tickets created by current visitors
·         Start a chat with a current visitor to offer help proactively (not in use)
·         Monitor active chats in real time (not shown)
ZENDESK Chat allows you to:
·         Monitor all current visitors to the help center
·         Review previous chats/tickets created by current visitors
·         Start a chat with a current visitor to offer help proactively (not in use)
·         Monitor active chats in real time (not shown)

34. ZENDESK Support has built in reporting for Ticket Stats(For all tickets)
·         New tickets (Total number of tickets created)
·         Solved tickets (Number of tickets that have been completed or Solved)
·         Backlog (How many tickets that are not closed in ZENDESK Support)
·         Agent Touches (How many times an agent has responded to a ticket)
·         Satisfaction Rating (If enabled)
·         First Reply Time (Average)

35. ZENDESK Support has built in reporting for Ticket Stats(For all tickets)
ZENDESK Support has built in reports for:
·         Help Center Content (shows your most viewed and least viewed help center articles to see what end-users are viewing)
·         Top Searches (shows top searches on your help center and gives an idea of what new articles you may want to include in your help center)
·         Top Agents (Shows the agents that have answered/responded to the most tickets)

36. ZENDESK Support also includes an "Insight" tool that enables you to custom build reports
ZENDESK Support also includes an "Insight" tool that enables you to custom build reports (Examples Shown are currently in use):
·         First Reply Time (Allows you to see the first reply time broken down by departments)
·         Tickets Created by Department (This shows the traffic thru the various submittal forms on the help center)
·         Total Tickets Solved (Shows tickets solved for day, week, month, current year)