What is Zendesk?
Zendesk is a popular all-in-one customer service platform. A broad range of businesses from massive organizations to small startups uses this robust cloud-based help desk software. Whether your customers want to connect by phone, chat, email, social media, or any other channel, Zendesk brings all your customer interactions to one easy to use the platform to make it easy to keep track of all your support requests, answer questions quickly, and monitor customer service agent’s effectiveness. Zendesk’s products are easy to set up and start using fast – most anything you’ll need to use feature-wise will work right out of the box.
At its core, Zendesk is a customer support platform that lets you connect with customers on any channel. And their platform offers all the customer relationship management (CRM) tools you need in an industry-leading cloud platform, so whether you are a fast-growing startup or enterprise looking to improve your current standards, Zendesk can scale to meet your needs.
Zendesk provides a wide range of features, plus over 1000 integrations like Salesforces, Slack, and Gmail. Here is an overview of Zendesk’s features:
Ticketing System: Support ticket system software helps collect all your customer support requests from any source and lets you manage them from one location. Zendesk’s ticketing system does that incredibly well – acting like a shared inbox for all of your customer’s questions and concerns.
Support: Zendesk Support is Zendesk’s support ticketing system, designed to help you track, prioritize, and solve customer support interactions. More than just a help desk, Zendesk Support helps you nurture your customer relationships with personalized, responsive support across any channel. With all your customer support requests gathered into one platform, you’ll be able to seamlessly and efficiently solve issues. That means more productive agents and more satisfied customers.
Zendesk Chat: A tool that allows adding chat to a website and talking with customers in real-time. Zendesk Chat lets you engage customers in real-time with live chat and messaging right on your website or mobile app. Sometimes customers are in a hurry and just need quick access to a real person. With Chat, it’s easy to let customers reach out for help when they need it or signal a support agent that a customer may be in trouble based on their context.
Sales Suite: Designed for a sales team, it offers live chat, voice, SMS, and automates outreach—all in one place. Zendesk offers a lot of value for customer support teams. To do this, they offer an all-in-one suite of their most popular products to make it easy to implement frictionless omnichannel support. But implementing the complete Zendesk Suite comes at an additional monthly cost and some extra up-front setup and training time.
Guide: A tool that allows creating a customized self-service knowledge base. Customers can find answers to their common questions without needing any help. Zendesk Guide is the company’s self-service knowledge base solution, which allows you to deliver smarter answers to customers and agents – fast. Guide optimizes the self-help part of your customer service strategy by offering the most relevant information based on the context of a user’s needs.