Every single business in the world, whether online or in the physical world, knows that if their customers aren't happy, they won't be happy. This is why businesses invest in hiring customer service agents and buying help desk software. Hiring agents is a tedious process all on its own, but finding the right software for your business is just as harrowing with the wide range of systems available. Look no further than the most popular help desk system available: Zendesk.
Hiring customer service agents and training them can take weeks. Choosing a software and setting it up shouldn’t take as long. Zendesk offers you a quick and easy setup that will only take a few days. Because it’s so easy and intuitive, it can also cut the time you spend training your agents. And you don’t even have to worry about whether or not it’s going to fit your company’s environment and workflow because it’s extremely customizable.
Zendesk Support Interface
The application takes a little getting used to. But at a glance, it’s not overwhelming, and the information isn’t scarce. You get all the necessary information you could need without the need to peruse through different tabs and pages. It’s multichannel so all your queries from emails, social media, chat, talk, text, and messages are all brought together. It’s offered in over 40 languages and localizes content including automations, macros, triggers, and your knowledge base.
Zendesk Support also offers efficient tools for your agents to be able to collaborate, get information, and create automations with ease. These tools help direct queries and tickets to exactly where they need to be to respond faster and build better relationships by delivering great customer service.
Zendesk also offers a live chat software, an integrated call center software, apps to send messages on social media, analytics, and reporting, and so much more. These additional features are set apart from the provided plans and will cost you more. The good thing about it is that it’s there and available for bigger businesses that need it. Their basic plans, the ones that cover customer support tickets, starts at $5 per agent per month to $199 per agent per month. All their plans are priced that way: per agent per month.
Custom agent roles:
|Email & social channels||Branded customer portal||Multilingual content||Unlimited ligroles, agents|
|Basic knowledge base||Business rules||CSAT surveys||Multibrand support||99.9% uptime SLA|
|Web Widget & Mobile SDK||Performance dashboards||Custom reports & dashboards||Multiple ticket forms||1 hour service level objective|
|Launch Success Program||Advanced encryption & security|
|Machine learning||Data center location|
|1 agent, 1 concurrent chat||Unlimited chats||Unlimited triggers & departments||Widget unbranding|
|Chat rating||2 triggers & departments||Operating hours||Agent reports|
|14-day chat history||Widget customization||Chat reports||Real time monitoring|
|REST API||IP access restriction|
|1 phone number||Multiple phone numbers||IVR phone trees||Access to telephone integrations & CTI toolkit for:|
|Automatic ticket creation||Group routing||Agent performance monitoring||Embedded softphone|
|Call recording & voicemail||Business hours||Real-time analytics||Caller ID & history|
|Text messaging||Insights reporting||Tickets with call data and agents assignment|
If you find that your customer support could use a little more improvement, check out Zendesk. It’s easy to use, easy to setup, flexible, and used by so many businesses all around the world.
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