Something is beautifully simple when design and function work together to solve a problem. With Zendesk, this means taking design elements that people have grown to expect from consumers software and incorporating them into an easy-to-use platform. This makes the tough work of customerservice simpler and easier.
One of the best features of Zendesk is the Ticketing system. It’s a software that collects all customer support requests from a wide range of sources and manages them in one location.
Zendesk also offers a knowledge base that is simple to customize and use. It allows you to create, organize and share content easily with agents, customers, or the public – and measure what performs best.
Zendesk also has a great analytical tracking system that provides instant real-time data. This data can be benefited from in many ways.
1. Ticket management
Zendesk offers a ticketing system that acts as a shared inbox for all your customers’ questions and concerns. This means agents have the ability to track and handle customer service tickets from many different sources, including mobile devices, phones, the internet, email and social media. The support agent is always provided with a consistent ticket, making ticket management much easier for the agent to help the customer more quickly solve the issue to their satisfaction.
All customer data kept in the ticketing system is searchable, including tickets, knowledge base articles, forum posts and more. Zendesk provides a full audit trail so it’s easy to track every conversation from origin to resolution, even if it spanned multiple channels and agents.
Agents can also attach notes to any ticket, which makes it easy for multiple agents to work on a single ticket, or for management to review any problems. The Zendesk ticketing system also allows agents to handle more than one at a time, which improves efficiency.
A support ticket system also enables the collection of data which can be used to improve a company’s support team as a whole. This is because a support ticket system allows for an issue tracking system, which gives visibility into the big picture for a support team. So if a specific issue is constantly being raised by multiple customers, the support team can be made aware of the issue and take actions like bug tracking the problem for engineers or providing an efficient self-service solution with help desk software.
2. Knowledge Base
The Zendesk knowledge base can be used as either an internal knowledge base, an IT knowledge base, an agent-only knowledge base or a customer facing FAQ resource. Because it’s always available, customers and agents can serve themselves with the right information at the right time
Many online customers prefer to use self-service support if possible, which is why The Zendesk Help Desk application is so important. A major part of this is answers to frequently asked question (FAQ). An FAQ software is a tool that enables companies to provide answers to questions that customers often ask. Providing customers an FAQ section on a company knowledge base or help center is an integral part of aself service strategy.
Offering an FAQ service – populated with answers to questions companies know many customers will be seeking – and prominently displaying it will give customers what they need without adding any strain to your customer service staff or frustrating your customer to the point that they leave your site and search for answers elsewhere.
3. Analytical Reports
Building the best customer experience works better when it’s driven by data. Zendesk offers ways to access the customer analytics that matter – and the deeper of understanding of the customer that comes with it. With Zendesk, companies can track individual customer support tickets or obtain more analytical data. Also, individual agents or departments can be tracked.
This analytical data is valuable in identifying poor agent performers as well as top performers. The Zendesk analytical tracking system also helps companies in tracking customer satisfaction and improve overall customer service and efficiency.
Source: Zendesk
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