In an age where businesses are allowing their customers to reach out to them through a variety of channels, it’s vital to invest in a software platform that allows every customer’s query to be resolved. That’s where Zendesk comes into the equation.
A customer support platform, Zendesk gives businesses the opportunity to communicate with customers across channels. Be it social media, chat, phone, or email, Zendesk has you covered with its abundance of features. The platform’s benefits include the ability to answer queries rapidly, track every support request, and monitor the effectiveness of your customer support executives.
The Zendesk platform consists of multiple software, which are clubbed together in the all-in-one suite. Businesses can either pick individual software based on their needs or choose the all-in-one suite for comprehensive coverage. The all-in-one suite consists of the following products:
Zendesk Guide – knowledge base for better self-service and empowered agents
Nowadays, many customers want to resolve support issues without talking to customer support executives. To cater to this type of customer, Zendesk has come up with the Zendesk Guide, a self-service knowledge base. Both customer support agents and customers can benefit from Zendesk Guide, as they can use it to get rapid answers to their questions.
The software features various built-in AI-driven tools that allow businesses to scale through the deflection of support tickets to articles in the knowledge base that are relevant. This ensures that customer satisfaction is increased without increasing costs associated with customer support.
Zendesk Support – customer service also drives business growth
When it comes to tracking, prioritizing, and solving customer support interactions, it doesn’t get any better than Zendesk Support, which is, at its core, a support ticketing system. You might think of Zendesk Support as only a help desk. However, the fact is that the software allows your customer support to be responsive and personalized across all communication channels, giving you the opportunity to nurture relationships with customers.
This software is where all customer support requests are collected from various channels into a single platform. Through its use, businesses can solve customers’ issues efficiently and seamlessly. It also allows customer support agents to become more productive and delivers satisfaction to customers.
Zendesk Talk – personal and productive phone conversations
The Zendesk Talk software allows businesses to provide phone call support to their customers. Essentially, Zendesk Talk is a call centre software, and its use can lead to support that’s more productive and personal for customers. While Zendesk Guide is a great solution for customers who want to resolve issues without conversations, Zendesk Talk is ideal for those who prefer over-the-phone conversations.
After all, when a problem is of a technical nature, it can be difficult for customers to find solutions by relying on a self-service knowledge base alone. Zendesk’s solutions are aimed at making the omnichannel support experience seamless, and Zendesk Talk reflects that completely.
Zendesk Chat – confident clients spend more
Your customers may be in a hurry and require rapid access to customer support. This is where a live messaging and chat solution can come in handy, and that’s what Zendesk Chat is. The solution allows customers to reach out for assistance whenever they are in need of it. It can also communicate with customer support executives to let them know if a customer is experiencing some issue.
The best thing about Zendesk Chat is its automated ticket opening and closing on the basis of the behaviour of users. All in all, it’s a great solution for businesses that want to deliver a high-quality customer support experience efficiently.
Zendesk Sell – automation to enhance productivity
Zendesk Sell is a powerful system to simplify your sales operations and increase close rates and customer success. With Sell tools, you can set up automated sequences that help you target leads, see customer conversations in context, configure advanced user permissions, and finally leverage a variety of integrations so you can continue to work with familiar applications and methods you already use in your enterprise workflow.
Zendesk Explore – getting insigh of your customer data
Creating your own reports can be a bit daunting, yes. But with Zendesk Explore, you can put all reservations about reports aside and create reports like you have never done before.
Zendesk Explore for Reports and Analytics is designed to help you analyse, understand, and share your information. It provides you with powerful, built-in reports that let you view and analyse important information about your customers and also about your resources.
There’s always a solution for your business needs
As you can see, Zendesk offers out-of-the-box solutions for every industry, size and need. All products have powerful features that can help any business drive growth by improving their support operations. Zendesk grows and scales from startup to enterprise.
With years of experience and over 60 successful projects, iMovo is a Zendesk Premier Solution Provider and a leader in Customer Experience Management. With expertise across all major industries and business functions and a team of certified consultants, we have helped organisations improve customer service, drive satisfied customers and build loyal relationships, as well as create new efficiencies and deliver value and cost savings. Read our Customer Success Stories here. Show us your project at [email protected].