How to Save Time and Money on Zendesk Training

If your company regularly uses Zendesk, you may find yourself asking, “How can I save time and Money on Zendesk Training?” Zendesk, like many other CX software platforms, offers your company the ability to streamline customer service capabilities. With software that can provide solutions to everyday customer service problems, it’s important to ensure your team is trained and armed with all the tools they need for success.

Why Do Companies Purchase Zendesk Training for their Employees?

There are a plethora of reasons why a company would want to purchase Zendesk Training for their employees. There could be a lack of Zendesk knowledge within the company, and without that knowledge, it is hard to optimize the platform for your use case. Sometimes upper management will have a great understanding of Zendesk but receive pushback from employees and end up with slow user adoption. On top of this, despite popular belief, not every company has experts on every software in existence (surprising, I know). Investing in software training can improve user adoption rates and help your teams feel more confident in your initial transition or growing use of Zendesk.

When Should Zendesk Training Start?

Zendesk training can realistically start as soon as the implementation is complete. However, here at Faye, we recommend beginning 1-2 weeks after implementation to allow your team to get in and play around with things organically. Giving your teams a chance to look over Zendesk before your first training session encourages them to bring questions or concerns they may have on this transition. You may find that they push off learning Zendesk in favor of the work they already have sitting in front of them. When this happens, it is essential to show them how this software training will make things much easier for them in the long run.

How Long Should Zendesk Training Last?

If you did a search right now for how long software training should last, you’d find over and over; short, small sessions focusing on the speed and efficiency of the new software work best. If you’re a runner, you may be familiar with the 80/20 rule; 80% of your training should be done at an easy level, while 20% is done at a harder level. In software training, you want to reverse that rule to 20/80; focus initial training on the 20% functionality that employees will use 80% of the time.

Zendesk offers a variety of CX solutions, and each department within your organization will most likely work within a particular area of the software. As we mentioned before, giving your teams a chance to look over Zendesk before the first training allows them to come up with their questions and concerns surrounding the transition. Once this has taken place, it is time to schedule 30-minute to 1-hour training sessions with your individual departments spaced out over 2-3 weeks. The number of training sessions needed will depend on your company’s specific needs, but our certified experts can help you develop of training strategy and roadmap.

Axia is Here to Help!

If you got this far, it is clear you’re ready to make an outstanding training plan for your team. Whether you’ve been on Zendesk for years and are struggling with optimization and utilization or are brand new to Zendesk and want to be sure you kick-off on the right foot, our team is here to help you be successful. Great CX Software is nothing without a great training plan, it can feel overwhelming to get your team onboard and ensure you’re getting the best bang for buck. Investing in Zendesk training will give you the confidence that you’re getting the most out of the software.

Not sure how to get started? Have no fear, Faye is here! Our Axia for Zendesk subscription is your one-stop-shop for all your software needs, including quarterly business reviews, regular training programs, and a monthly newsletter keeping you up to date on all things Zendesk. With packages for all company sizes and needs, our experts can find the right fit for you to help your company continue to grow.

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By Sarah Hurd, VP Professional Services

Sarah Hurd is a momentum builder with over 15 years of expertise in technical project management and a proven track record leading complex, multi-technology initiatives. She works closely with organizations to align technology, collaboration, and culture around a shared vision that drives results.