🚀 Request for Quote (RFQ) - Zendesk Environment Enhancements
🎯 Project Overview & Goal
We are seeking an experienced Zendesk developer/consultant to implement a series of critical enhancements to our existing Zendesk Support environment. We currently rely heavily on email channels for customer interaction. A key project goal is the successful implementation and launch of the Chat support channel to supplement and eventually streamline our existing email channels.
The primary goals are to:
Significantly improve agent efficiency via automation (especially for email channels).
Enhance the customer self-service experience using AI and Chat.
Establish robust real-time performance monitoring and reporting.
The selected freelancer will be responsible for configuration, testing, documentation, and a brief knowledge transfer. We are looking for phased delivery, with a focus on core workflow automation first.
🛠️ Current Zendesk Configuration (For the Freelancer)
Zendesk Suite Professional Plan (Support, Guide, Chat, Explore, AI)
SSO/Authentication
Google Workspace (SAML/OAuth)
Agent Count
10 Total Agents (3 Inside Sales, 4 Customer Success, 3 Finance)
Existing Integrations
ERP: NetSuite (Not Integrated). Enabled Apps: Stonly, Knowledge Capture, Shredder Pro, SLA Event Tracker, Attachments Plus, Ticket History, Time Tracking, Ticket Field Manager, User Data
📝 Scope of Work (SOW) & Requirements
The project is segmented into three major themes. The proposal must address all items listed below .
Phase 1: Core Automation & Agent Efficiency (Email Focus)
This phase focuses on immediate improvement of ticket handling and workload distribution, with a direct impact on our core email channel reliance.
SOW Item
Requirement Details
1.1 Automatic Ticket Routing
Implement Triggers/Automations to route incoming tickets to the proper team member automatically.
Example: If user from Organization xxx lighting & Controls emails orders the ticket should be assigned to Evan as 'Open'.
Action: Create a trigger and/or automation so contacts can get added to an Organization, and then trigger emails from specific domains to be routed internally. Ensure all relevant rep contacts are in Zendesk.
1.1a Automatic Ticket Routing - Web Forms
Configure Ticket Web Form on rbw.com so users can proactively provide required info to make communication more streamlined & transparent
Example: If customer visits our website and is having an issue with their sconce not turning on, they can fill out a form with all necessary information customer success would need to get started with helping them. This would generate a ZD ticket so team can follow through
Action: Create a web form ( ideally collection specific) that will generate with pre-set required fields , that once completed & submitted, it will create a ZD ticket to support
1.2 Workload Management & Alerts
Configure a mechanism to monitor agent workload and alert the Customer Success Manager when somebody on the team is overloaded.
Action: Implement an auto-assign logic to re-route tickets to the member with less workload.
Action: Review & refresh current views and how they can be improved for efficiency ( currently by employee but maybe there is a better way to do this)
1.3 Priority Tagging & Management
Implement a system for Rep Prioritization (A/B/C agents) using tags. This requires adding a tag to the contact/user and ensuring it integrates with routing logic.
Set up the organizations/ groups in a way that can be easily changed amongst employee handling for ease of updates as business needs change/ grow
Possible integration between Zendesk and NetSuite
1.4 KPI Breach Alert
Implement an Automation or Trigger to alert relevant staff when a ticket breaches KPI by double (or an agreed-upon value).
1.5 Time Based Events/ Follow Ups
Implement time based events for follow ups when certain criteria have been met to eliminate need for manual touch where applicable
Phase 2: Self-Service, AI & Communication Channels (New Chat Channel Launch)
This phase focuses on launching the new Chat channel and enhancing self-service through the knowledge base.
SOW Item
Requirement Details
2.1 Live Chat Implementation
Implement Live Chat (AI bot) functionality through the web widget. This is a critical new channel launch.
Action: Configure chat rating/feedback options to serve as an additional channel for client feedback.
2.2 AI Agents & Knowledge Base
Implement Zendesk AI Agents for the Knowledge Base, for both internal team use and external customers.
Action: Configure the bot so that requests it cannot answer can be turned into a ticket.
2.3 Help Center Theme & Compliance
Update the existing Copenhagen Theme with RBW content and style.
Action: Understand how it integrates into rbw.com. Ensure the setup is in compliance with provided reference guidelines.
2.4 Dedicated Web Forms
Create and embed web forms for specific channels (e.g., RMA, technical questions) to save time on current email handling.
Phase 3: Monitor...