Categories
Problems that solves
No unified address book
No automated business processes
High costs of routine operations
Low quality of customer support
Customer attrition
Failure to attract new customers
Separate communications channels
Values
Reduce Costs
Improve Customer Service
Increase Customer Base
About Product
Description
Zendesk Chat Features:
- Anticipate customer questions and offer help when—and where—they need it most.
- Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.
- Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.
- Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.
- Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.
- Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.
- Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.
- Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.
- Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.
- Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.
Zendesk Guide Features:
- Grow what you know. Capture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.
- Give them the good stuff. Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience.
- Be better with bots. AI powered Answer Bot can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.
- Get smarter as you go. Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.
- A powerful pair. Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.
- You have what it takes. With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.
- Know thy self-service. Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.
- Thanks a bot. The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.
