Customer Support

6 REASONS YOUR CUSTOMER SUPPORT TEAM NEEDS ZENDESK PLATFORM

Customer Support
May 6, 2022
10 mın to read
by Zainab Shirazi

In today’s post-COVID world, when everything has shifted online, online customer support and management have become crucial. So, to bring new customers, retain old ones, and ensure customer satisfaction, Customer Relationship Management (CRM) software has become a necessity for every business. Zendesk is a popular, wholesome, and efficient customer service platform. It lets you connect with your customers through any channel of their choice. Along with its unique and well-rounded features, even the customer support teams and agents have started favoring Zendesk for customer support and services.

Zendesk for Customer Support:

Zendesk is an all-in-one, cloud-based help desk and it provides all businesses with a proficient customer service platform. It is a scalable CRM software used for a broad range of businesses and customized to meet their needs perfectly. Furthermore, it provides you with tools and products that are easy to set up and use to provide the best customer service. Zendesk is best-suited for your business as it caters to the needs of your business, customers, as well as the customer support team, facilitating everyone’s satisfaction and ease.

Why Do Customer Support Teams Need Zendesk?

A CRM can only be successful if it works in harmony with your Customer Support Team. Undoubtedly, your customer service representatives are the core of your customer satisfaction, and any CRM, including Zendesk, is just an accessory to increase efficiency. Hence, your agents’ choice of software matters as much as your company’s objectives because in the end, they run the show. Customer Support Teams prefer Zendesk for Customer Support provision for the following reasons and features:

Zendesk Support:

It is a platform that allows your customer support team to handle customer support operations and offer support through different platforms. Be it email, mobile, social media, website, help center request forms, or more, Zendesk brings all your customer interactions to one place through seamless channel integration. This lets your support team have a complete picture of the customer interacting at different platforms as well as, enables them to access all clients using one platform, and avoid the hustle of switching between screens or applications. What further promotes Zendesk for Customer Support is the multilingual service through the localized admin interface available in 40 languages. Your agents can now interact with the customers around the world, with Zendesk.

   1. Zendesk Chat

A priceless feature of Zendesk is that it offers live chat solutions for customers. Be it the customer support team, or the chatbot, you can assist your customers through chats at any hour of the day. But, even this has been made quite systematic by this CRM software. The chat routing is so efficient that it automatically takes the customer to the concerned representative. The available agents with less traffic get the chats and customers. This not only ensures quick customer dealing but also equal load distribution among the customer support team. It further facilitates the sales conversation through engaging leads on company websites.

  2. Zendesk Explore

Business is all about analytics and trends. One who can read the data trends efficiently and identify the factors involved can excel at business. Zendesk offers instant and reliable access to customer and business analytics like CSAT Rating, Satisfaction Prediction, and Net Promoter Score (NPS) Survey. These help to measure and boost the entire customer service and detect any shortcomings in the system or procedures. The most important is the Performance Dashboard. As, it gives them insights on agent performance, ticket volume, and support metrics. So, it allows the management to track the performance of their support team.  It motivates the support team to work hard and diligently and informs the management of the weak link in time.

  3. Zendesk Guide

Zendesk offers a knowledge base that supports your customers through a wide range of structured content. It helps them access your institutional knowledge and often solves their problems through self-help. This help desk software enables the formation of an online help center that offers valuable information in different forms. Be it the answers to FAQs, user guides, articles, search tools, community forums, or chatbots, all make it easy for the customer to know you and your services better. It greatly relieves the customer support agents of the responsibility of tending to customers of the smallest inconvenience.

  4. Zendesk Talk

Bigger problems require direct interaction with customer support representatives and so, on-call services should necessarily be provided by each business. The features associated with this, make Zendesk for customer support an obvious choice. The caller display and history not only help agents to offer more personal phone support but also enhance their productivity. The greatest perk for the support team is the automatic ticket generation, as it saves them time and effort.

  5. Zendesk Connect

With Zendesk, manage your communications across different channels and deliver an equally good customer experience through each platform. The most facilitating feature for the customer support team is the efficient help desk ticketing system. It serves as a centralized hub for all your conversations, issuing tickets, redirecting customers, resolving issues, and gaining insights. This saves the agents much time which they can utilize to bring in more sales and customers.

It is quite evident that Zendesk for customer support is the obvious choice. Contact Databeys and equip yourself with the choice CRM for the customer support teams around the world.

5 Advantages of Working with a DatabeysCRM Consultant
Select the Correct Platform: Each business is unique. Additionally, each CRM is unique. A consultant expert will be knowledgeable about a variety of available products and can assist you in selecting the ideal one for your unique business requirements.
Save money: Without the proper direction, you risk being stuck with a software suite that doesn't meet your company's needs, paying more for things you don't require, or making crucial errors that expose your company to security risks.
Utilize Services More Effectively: Many companies wind up paying for features they never utilize. Or they apply them improperly. As a Databeys consulting partner, we will integrate your existing systems with your platform and make sure you get the most out of the platform.
Encourage Your Team: Employee adoption is essential for the success of any new system. For your team to successfully enroll and use your new platform, your Databeys CRM consultant will have put in place training protocols.
Enhance the Platform: After a CRM is online, a lot of work needs to be done. You can test, install, and optimize your new system with the assistance of databeys consultant.

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