Zendesk Support is a simple and logical system helping to monitor and prioritize customer interactions in e-channels. A cornerstone for Zendesk, the support solution helps manage customer service in e-mail and social media. The working environment is easy to embrace, and automation has been utilized at every opportunity to keep customers current with what’s happening, while granting a smooth working experience for your staff. Through the trigger system, Zendesk Support can be set up to match your peculiar business logic. The solution comes with free extras such as basic functionality data management, Chat and statistics module. In addition to that, a variety of apps offering enhanced functionality are available at web store. Depending of type of license, SLA management and rule-based customer enquiries can be added to the solution.

Chat helps create a closer relationship with a customer visiting the website, and ensure that a paid purchase is reached. Any questions a customer has will be answered quickly and effectively, and the customer reaches information or purchase with enhanced speed. Using Chat allows seeing where the customer is currently at on the website, observe his activities history on the website, and – speaking about the e-store – what does he have in his cart. The agent will have an excellent overview of the customer’s situation and his likely interests. Also, Chat can be set to actively approach a customer when he is obviously having trouble finding information on the website, or is hesitating with finalizing the purchase. For the agent, Chat is comfortably integrated into the servicing platform, whereby the changing of communication channels is smooth, and coming up with answers as swift as can be.

Talk is Zendesk’s phone solution, which is integrated into the customer service solution so that the entire customer service in one place, with its history observable and measurable. A phone call is one mighty tool to solve a customer problem. Customers prefer phone calls to e-channels when their problems are more complex, or the topic more personal. Talk provides the opportunity to record and relisten calls, creates a framework for management and directing of calls, and helps monitor SLAs and the quality and effectiveness of work at call center. In addition to calls, Talk is also host to SMS-communication. Other phone solutions than Talk can also be integrated to Zendesk. Datafox specializes in integrations of the Innovaphone solution, but we’ll get other call solutions integrated into Zendesk as well.

Guide helps to gather and find information, so as to make an agent’s work easier and get correct information to customers. About 80 percent of customers attempt to help themselves via search, before addressing an agent. Imagine if 90 percent of such searches would prove fruitful – what welcome effectiveness for customer service that would be! To achieve that, diligent efforts will have to be applied collecting data and building up information sources. Guide helps gather data regarding solutions already reached, and share handy information with customers and agents alike. Thanks to Guide, answers can be provided to customers via e-mail, social media or Chat. Through agent articles, even phone calls will be solved with enhanced speed. In light of statistics, you may detect which articles work and which don’t (having read the ineffective ones, a customer nevertheless addresses an agent). What’s more, the topics more frequently raised may be directed to the marketing department, in order to address issues important to customers early on.