Blog #14

This week, I turned to the more operational side of the job and was busy organizing and sorting grocery lists in preparation for the upcoming arrivals of our clients. Additionally, I took on more administrative responsibilities to ensure a seamless experience for our valued clients such as the Lee Real Estate tenants on Nantucket. My job was to send an email through Zendesk to the incoming tenants and make sure that they know that Pampr is Lee’s partner.

Brady layed out all of the necessary steps to successfully send out these emails and I figured I will include what I did in this blog post because it was super helpful and convenient. As a starting point, I opened Google Sheets. For this week's provisioning, we worked with the "July-23" sheet, which contains a list of Lee Real Estate tenants who will be checking in this Saturday (July 23). Next, I opened Zendesk which is our go-to platform for seamless customer support. Here, we can efficiently manage inquiries, requests, and create tickets to ensure a smooth process for our valued clients. To initiate the pre-arrival provisioning process, I created a new ticket for each tenant. By tapping the "+ Add" text in the top left corner, I opened the ticket creation interface. From there, I clicked the "Requester" dropdown arrow on the left-hand side, followed by "Add User." Here, I inputted the tenant's name and their email address. After ensuring accuracy, I clicked the blue "Add" button at the bottom right to proceed. To streamline our proactive approach, I utilized email triggers in Zendesk. By clicking on "Tags" from the left-hand side, I typed "Proactive_Email" and selected the auto-populated option. Consistent and clear communication is crucial for our clients. I crafted an email subject line that stands out, such as "Nantucket Arrival: July 22, 2023: bookmark:". I learned that it was essential to adjust the date accurately to reflect the tenant's move-in date. I leveraged macros for faster, standardized responses. By tapping the lightning bolt :zap: icon labeled "Apply Macro" at the bottom of the screen, I selected the appropriate macro named "1st Sales Outreach..." and customized it with the tenant's name, distribution channel name (in this case, Lee Real Estate), and their arrival date (e.g., July 23rd, 2023). Before wrapping up, I ensured all details were accurate, and the necessary information has been included in the ticket. Finally, we click the black drop-down arrow at the bottom right of the screen and select the "Submit as Pending'' option. With the first attempt successfully completed, I continued the same process for all tenants listed in the "July 28" and "July 29" sheets, ensuring that every arrival receives a warm and personalized welcome from Pampr.

Sorting and organizing grocery lists for our clients taught me the importance of thorough preparation and attention to detail. Each tenant's preferences and dietary requirements were meticulously noted to ensure their personalized needs were met. On the other hand, creating emails on Zendesk for Lee Real Estate's tenants taught me the significance of effective communication and timely responses. By using email triggers and macros, I was able to streamline our outreach process, providing personalized messages to each tenant while saving valuable time. Through our interactions on Zendesk, I discovered the importance of clear communication in addressing any concerns or queries tenants might have. Our team recognizes that being proactive in addressing potential questions or needs before their arrival contributes to a smoother and stress-free stay for our clients. Furthermore, Zendesk's user-friendly platform allowed me to efficiently manage all client interactions, making it easier for us to prioritize and address urgent requests promptly.