This allows businesses to develop their own online help centre model and ensure that it suits their unique brand message and the needs of customers. Zendesk is a suite of support software that helps turn customer service into customer retention agents and lead sources. It has one of the most versatile frameworks in the program making this suitable for any size of the company.
Zendesk delivers better services for agents, administrators, and clients. Zendesk is an omnichannel ticketing system for all customer inquiries which is a single inbox. Whatever channels your client uses to contact your company, your agents always have a complete view of your client and their journey.
Zendesk is composed of help, chat, call centre solution and knowledgebase modules that can be updated separately. It's support plans, however, include the standard versions of chat, call centre, and knowledge base, so you can cover both sides right off the bat.
Zendesk Support brings all customer interactions into one single platform for a smooth and efficient process. Using predefined ticket responses, web widgets, and customer search history, you can bring in customer queries from nearly any channel, allowing you to respond more quickly and with the right context. The main module can also be configured to suit the workflows or applications you are already using for your customer services. It also shows feedback and metrics for customer satisfaction through performance reports and dashboards.
Zendesk also provides you with the option to set up a site, smartphone and texting call centre. This is perfect for highly engaged clients or prospects; your agents can link to them easily via an automatic trigger. The agents can also proactively engage consumers on your web site or e-commerce page through the integrated live chat. Here you can also use analytics to make sense of the conversations your call centre gathers.
As for the Zendesk Live Chat, when they land on your page, it's one of the easiest but strongest ways to engage high-value leads. Research has shown that when consumers get the right chat help when they need it, they are three times more likely to buy. The chat comes free but for unlimited chats, interaction monitoring, unbranding widget, and other advanced IM resources it can be scaled to.
Zendesk Message improves the chat service by getting customers interested in their favourite messaging apps. Rather than waiting for prospects to ask questions on your web site, this tool helps you to track them wherever they discuss you in social media. The message tool integrates with Facebook and Twitter and can be accessed via the Chat app.
Zendesk is a robust and oriented help desk package with all the essential needs you need to support that you can scale to your growth pace: a ticketing system, knowledgebase, community forums, live chat, and call centre. A version of the IT support desk is also available.
Zendesk is more than just a desk for support. This goes across to CRM because it helps you to manage processes, workflows and customer engagement monitoring. Zendesk is a part of common solutions like HubSpot and Zoho CRM. This means you can organize the data you collect in Zendesk for further use in designing marketing campaigns and funnelling potential new leads into your sales pipeline.
Zendesk is a robust suite of support apps that you can scale with that business needs. You should view it as an end-to-end solution, setting up a help desk, live chat, knowledgebase, call centre and community hub around it. Or you can start building your support infrastructure along your budget line with the main support module.
The Zendesk live chat on your website is nice to respond in real-time to queries. But it is sitting there waiting for opportunities to come to you. The vendor rolls out a messaging service to support this system, allowing you to meet consumers and prospects in their preferred messaging apps. It lets you follow the leads where they chat about you on social media.