Zendesk is software that helps improve customer service. Customer service usually begins with a phone call, email, tweet, search on your website, etc. so Zendesk takes all of these conversations from all of these different places and stores them to one site. It's very easy to set up and simple to use.
For customer support agents, it will highlight issues that require attention, allow them to work on multiple tickets/complaints at the same time, It also allows the support agent to find the tools and resources they need to solve an issue and can also link them to other outside social media outlets such as Facebook and Twitter to respond to an issue that way as well. Zendesk also makes it easy to work and collaborate as a team if you need input from other members of your company.
Zendesk will then track all of these customer interactions and how they're resolved which gives you critical data about your company and how you respond to issues. Not only does it give you an evaluation of your performance but it will also show you how you stack up against your peers. This will give you a real sense of how things are working regardless of your companies size.
Ultimately, Zendesk was created to improve the relationship between your business and your customers. It allows you to actually make sure they're happy at the end of the day without being involved in every little issue that might occur.
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