A great company needs a great customer support platform that makes your customers comfortable.
The primary motive of a company is to make its customers satisfied with its products and services.
Customer support shows the concern of the company to their customers.
Customer support includes many platforms, including calls, chats, emails, social media, and many others.
It helps to understand the customer’s wants and needs. The interaction between the company and its customers improves the bond and trust of each side.
But what is Zendesk?
Zendesk is an online customer service software that provides helpdesks and knowledge bases for businesses. Zendesk is designed to allow employees to easily communicate with customers using their preferred channels such as email or phone calls.
Statistics
- A live chat feature on a website can help increase conversion rates up to 20%. (gorgias.com)
- How to use Zendesk for my business– no matter if you are running a retail, online or software business (or many other industries), if you are in the B2C, B2B or B2E segment, it’s likely that you can use Zendesk for your business. (guidooservices.com)
What is Zendesk
Zendesk is a customer support platform that helps to connect with customers.
Zendesk offers a variety of platforms to communicate with customers. The products offered by Zendesk are easy to set up.
Zendesk is a solution to all customer support queries and is extremely helpful for startups.
Usually, startups come up with their product but are not able to handle their customers at once. Zendesk will help to review its product through customer choices.
Further in the article, you will get to know about the features, suite, and pricing offered by Zendesk.
Top 3 Features of Zendesk
Zendesk is known for its features, but some of the top class features are mentioned below –
1. Ticketing System Software –
Many customers ask customer service requests from many locations, but it’s not possible to set up customer support at every location.
The ticket system software offered by Zendesk enables the collection of customer support requests from any source and helps manage them from one location to another.
Zendesk acts like a shared inbox for all the customer’s concerns and requests.
By bringing together all the recommendations from multiple platforms, including chat, email, social media, etc.
Zendesk also helps keep track of issues and conversations to quickly answer questions and solve problems.
2. Knowledge Base Software –
Collaboration is an essential part of giving your customers a good experience.
Zendesk has a knowledge base software that helps organize, create, and share support content with your customers, agents, or the public.
Zendesk helps create, customize, and use one or more knowledge bases for your customer, specific departments, or agents only to configure answers to every problem at once.
3. Community Form –
It is an important task to build online communities around your product and company as it gives a way to strengthen and deepen your customer relationship.
Feedback is an option that helps to understand your customers, and the other part of the equation is the interaction between your company and your customers.
It is essential to create a space where your customers talk to each other; by doing so, you will get more detailed and authentic feedback from them and reduce your support load by the conversation between them.
Why is Zendesk good for your business?
The core motive of Zendesk is to help support, customer success, and sales teams engage with their customers better.
Zendesk helps to customize customer support according to customer wants and needs.
This precisely means that you can store all customer data in one place with some cheap tools.
Why is Zendesk helpful to your business? To answer this question, read below the products offered by Zendesk –
1. Zendesk support –
Zendesk Support helps to track, prioritize and solve customer-raised tickets.
It helps to collect all your interactions with customers in one place and enables you to create a productive and seamless workflow.
Your customers will have the same superior experience when they use any communication platform, including Wecgat, Twitter, Facebook, emails, WhatsApp, etc.
2. Zendesk Help Center –
Zendesk Help Center helps to improve self-service and empower agents accordingly.
The help center is also known as Guide, which is a smart knowledge base that enables you to empower your agents and create self-services.
Zendesk Help Center collects and organizes similar FAQs (frequently asked questions), product features, and all the other things your customer asks about.
3. Zendesk Chat –
Zendesk chat helps to reach your customers instantly. It enables the live chat option that provides quick help and creates a personal connection with your customers.
This chat feature enables you to answer customers’ queries faster via mobile, messaging, and web with an enhanced experience.
4. Zendesk Talk –
Zendesk talk is a cloud-based telephony solution that won’t need extra hardware and a team to get set up.
As the name specifies, Zendesk talk helps to build conversations with your customers.
It is an integrated voice solution that enables your agent to pick up the conversation directly from Zendesk.
5. Zendesk Explore –
Zendesk explores measures and improves customer experience. It is basically a tool for reporting and analysis.
It helps you collect, measure, and improve your customer’s entire experience.
6. Zendesk Gather –
Zendesk Gather helps to connect and collaborate with your customers. It is software for security forums.
Zednesk Gather creates a space for your customer to talk. Request features, share ideas and help each other.
It does not require any team support constantly.
7. Zendesk Sell –
Zendesk Sell enhances the productivity of your sales team. It helps to strengthen your sales team’s pipeline visibility, processes, and productivity.
It helps to cut down the repetitive actions, organize work distribution among team members.
Zendesk Pricing
Zendesk is a proven and effective tool for the betterment of your businesses, customer relationships, and customer service. But at what cost? Pricing varies from product to product; read the following pricing to understand the costing strategy of Zendesk.
1. Essential Plan –
$5 per month/per agent
The essential plan is mainly for small businesses and startups. This plan will provide unlimited email support and integrate your support system with social platforms like Twitter and Facebook. The key features of this plan are –
- Basic help center
- Self-service support email and social platform support
- Mobile SDK and website widgets
- Unlimited emails
2. Team Plan –
$19 per month/per agent
The team plan is excellent for medium-sized businesses. This plan enables you to customize your help center code to meet your needs better. It also includes Google Analytics and Zendesk’s support performance dashboard. The key features of this plan are –
- Essential plan
- Performance dashboard
- Business horse email support
- Business rules
- Public applications and integrations
3. Professional Plan –
$49 per month/ per agent
The professional plan works according to its name. It gives some significant upgrades to help large businesses. This plan helps create an Internal Agent Knowledge Base that allows your team members to resolve issues much faster, create a Customer Satisfaction Survey (CSAT), and offer multiple languages. The key features of this plan are –
- Team plan
- CSAT surveys
- 24-hours email and call support
- Multilingual content
- Custom reports and dashboards
4. Enterprise Plan –
$99 per month/per agent
The enterprise plan offers large businesses complete control. It gives access to the Zendesk Launch Guidance Program, which enables your team to assist personally. It has professional features. Enterprise plan helps create five branded help centers, ticket forms, and custom agent roles. It provides 24/7/365 email, calls, and live chat support. The key features are-
- Professional plan
- Custom agent roles
- Multiple ticket forms
- Skill-based routing
- Multi Brand support
- Launch guidance
- Satisfaction prediction
- 24/7/365 email, calls, and live chat support
5. Elite Plan –
$199 per month/per agent
The Elite plan is top of the grade plan. It is an upgrade to the Zendesk enterprise plan that enables you to rely on Zendesk at scale entirely. It adds unlimited light agents, a 99.9% uptime guarantee SLA, an unlimited branded help center, an hour response time for system failures. The key features of this plan are –
- 99.9% uptime SLA
- Advanced encryption and security
- Unlimited light agents
- An hour service level objective
- Data center location
Questions:
1. What are the pros and cons of Zendesk?
There is no doubt that Zendesk has become one of the most popular customer service software solutions available today.
It provides an excellent platform for businesses to manage all their customer interactions from a single window, including chat, email support, and telephone assistance.
Its intuitive interface allows users to create customized templates which they can then apply to any email message allowing them to respond quickly to inquiries while still maintaining professionalism. In addition to this, Zendesk offers integration with the most commonly used third-party services such as Salesforce, google apps, Facebook ads, Slack, Twilio, and more.
Zendesk’s ability to integrate with these applications allows businesses to have more control over their customer interactions, increasing both the speed of the process and the quality of responses provided by agents.
The main benefit that Zendesk offers is its comprehensive reporting system which enables businesses to monitor the performance of their agents at every level, ensuring that they are providing the best possible customer experience.
There is also a large number of add-ons available which allow you to customize your application even further depending on your needs, making Zendesk one of the most flexible and versatile customer service software solutions available.
All in all, Zendesk should be considered as a viable option when looking for a cost-effective way to manage all your customer interactions.
The Bottom Line
Whether you have a small business, startup, or large business, Zendesk offers support according to your needs and requirements.
It maintains communication with your enterprise and your customers and helps solve each aspect of the issue raised by your customer. It takes care of your reputation among your customers.
To ensure there is satisfaction in the future purchase by your customer. Zendesk collects the information from the tickets raised by your customers. It will ensure that every issue raised is solved and updated by the agents.
Zendesk gives backend support to your business to survive in the market with better customer support.
