In any system, startup, or enterprise, there exist some standards to which businesses need to comply. In the competitive market, the businesses that tend to employ innovative solutions based on high-end technologies grab more attention and reputation. Among all, customer support is an aspect where your brand image starts gaining firm ground.
By acknowledging the significance of customer support and service, it is crucial to make this module excellent enough to acquire and retain customers. Now, customer support has various branches that do not only correspond to the help desk or query assistance but have much homework to do to make the workflow streamlined. A smart business software, Zendesk can do this!
This article contemplates a wide range of features Zendesk provides to all sizes of businesses in order to automate the processes that directly or indirectly contribute to ensure the enhanced customer experience.
Let’s first understand what is Zendesk.
Zendesk Software
It is a business software that provides a one-stop solution for customer service. All sizes of businesses deploy their solutions to automate the process of customer support to their clients. It is a cloud-based software that provides 24/7 reliable support in order to increase customer engagement. Zendesk incorporates the perspective of addressing all the customer queries and concerns in order to provide them with a customized solution. The Zendesk features are enriched enough to align with the requirements of all sizes of businesses such as startups, IT teams, enterprises, HR teams, SMBs/SMEs, retailers, the educations sector, etc.
Zendesk Modules
Zendesk acts as a help desk ticketing system in which all the data is consolidated at one place which can be accessed, viewed, or edited accordingly. Its modules serve the purpose of streamlining the functionalities by automating the system. For instance, all the issues enlisted at one place help project managers prioritize the tasks which help determine the status and expected time to complete the process.
Zendesk Chat – It offers a live chat solution for effective communication among departments.
Zendesk Guide – Through a knowledge-based approach, increase customer support.
Zendesk Support – It offers customer support through social media, mobile, and emails.
Zendesk Connect – To manage communications across multiple mediums.
And more…
Zendesk Features
1. Multi-channel Support
Zendesk gathers data from multiple sources and unifies it in one place to access it in a convenient manner. For instance, during the brand awareness and marketing phase, the customer data can be collected from various social media channels, request forms, chats, emails, call centers, marketing campaigns, etc.
All this data can be centralized in one interface to view and access it efficiently. One other benefit is that the whole data makes the process of decision making it easy for the business analyst. This shows where the improvements are required in order to boost up the sales process.
2. Workflow Management
Zendesk streamlines the workflow of an organization by managing each process and module. Through automation of sub-processes such as scheduling meetings with clients and tracking the tasks of employees in a 360-degree view makes data organized that ultimately eliminates the overhead of manual and time-consuming tasks.
Also Read: 4 Useful Business Tools That Are Giving Wings to Small Businesses
3. Collaboration
In project management, collaboration and communication play a critical role in delivering the desired product. Zendesk provides a friendly interface through which the team members can resolve the tickets by prioritizing them. Through seamless conversation, employees can share innovative ideas that can make your product stand out among all others.
4. Audit Log
Zendesk incorporates all the customer details in one place. From a customer’s personal information to the marketing details and customer responses, all the data is gathered in one place to track the workflow efficiently. A complete audit log is created to keep a record of all the data that could be accessed anytime.
5. Help Desk Automation
Manually addressing customer concerns becomes an overwhelming and time-consuming process for the customer support agent. Through help desk automation, Zendesk automates the task of answering customer queries. The common queries of customers are answers immediately at any hour. This makes 24/7 active customer support that ultimately increases the customer experience.
6. Customization
Every business or niche has different business requirements. To align the software features according to the tailored needs, Zendesk provides customized solutions to the businesses. Through Zendesk’s customization panel, businesses can revamp the color, font, logo, or any other feature to personalize the system.
7. Integrations
Zendesk supports a wide variety of integrations for businesses. By integrating third party tools and apps in the system, businesses can scale-up the functionalities and employ multiple features to automate the workflow to a greater extent. Zendesk gets integrated with Magento, Salesforce, SugarCRM, Zoho, Odoo, and many more.
The additional tools and apps incorporate all the features a system must have in place. For instance, analytics and monitoring, tracking of tasks, monitoring, surveys, etc. Through AI-enabled technologies, businesses can get a competitive edge in the market that would help enhance customer support and streamline the services for customers.
Also Read: 5 Key Impacts of CRM Integration on Sales and Revenue
8. Analytics and Reporting
Through AI-powered analytics and reporting tools, Zendesk helps businesses employ the results from forecast reports in order to increase business revenues and sales. Through automated reports, businesses could determine the marketing campaigns that are yielding fruitful results. Thus, innovative features help businesses mitigate the risks and revamp the strategies accordingly to curb any loss.
Also Read: Greasing the Wheel of Success with Artificial Intelligence and CRM
