Zendesk is a customer service software company that started off as a single customer service corporation. However, owing to its growth over the years, the products developed by it reflects its transition from a single customer service product to a unified suite of tools focused primarily on improving customer relationships. The services provided by The Zendesk Suite include Talk, Support, Explore, Message, Help Center, Connect, Guide and Chat. The Zendesk platform provides seamless communication across channels such as phone, chat, social media or email for effective assistance. Also, Zendesk apps anyhow thrones any comparision, even when one enagages in Zendesk vs Freshsales.
Zendesk Talk is a cloud-based call centre software that enables customers to connect with a company representative via any Internet-connected device. As Zendesk Talk is a VoIP system, it can be set up within a few minutes. This is an even more efficient means of communication than Zendesk Chat providing service over the phone allows for more efficient and quick problem-solving making is a more powerful tool than Zendesk Chat. The program offers flexible group routing, real-time queue monitoring and IVR to avoid bottlenecks. It helps agents skip the incessant small talk and provide quicker service. It allows businesses to create phone numbers and forward calls to customer representatives’ devices, waiving the need for physical call centres.
Zendesk Support is a system for tracking, prioritizing, and resolving customer support tickets. It assembles all customer information collected in one place so that communication is smooth and efficient. Zendesk Support helps provide assistance customised to the customer's needs. It also ensures that the agents providing support have all the resources within their reach for the seamless rendering of services. This software is powerful enough to handle complex business and flexible enough to cater to every need of its clients simultaneously providing the best course of action.
Zendesk Guide is a knowledge base software program assisted by machine learning tool to provide self-service customer support, using a combination of the Web Widget, Zendesk API, and Mobile SDK as Zendesk Embeddables. It utilises the intel provided by Zendesk Support. It works in collaboration with the Zendesk Support to provide agents with the required knowledge for faster resolution and increased efficiency. It boosts the confidence of agents and empowers them. This unlocks their creativity to provide unique solutions and stores them by sending this information to Support for reference in future. It uses Artificial Intelligence to aid in providing a solution to less complex problems, thus providing self-serving support. The program features the Knowledge Capture App (an agent-focused content creation app) and the Answer Bot (an AI assistant). Zendesk Guide is easy to use and is actually being used in many applications to collect analytical data. As the information is constantly updated, customers get the best content and solutions.
Zendesk Connect is a customer intelligence program built for dynamic engagement and select campaigns. This software helps businesses to get familiar with the interests of their customers by collecting customer data from across the Zendesk family of products and providing a complete timeline of events and conversations. This data can be used to set up an appropriate plan for each customer. It reduces the dependency on support as products are tailormade leaving little room for error. The data which is obtained from Zendesk Support facilitates anticipation of a problem even before it arises and solving it beforehand reduces tickets to a huge extent. By grouping together customers based on identifying trends, behaviour or profile, or triggering targeted campaigns, it strives to deliver the right message to the right customers. This, in turn, helps to build trust and loyalty. Timely warning about issues or valuable tips for newcomers provides assistance to customers through every step of the process.
Zendesk Chat, once known as Zopim, is web-based live chat support, marketing and web analytics product that is mainly offered as a SaaS (Software-as-a-service) model. The product enables companies to interact with visitors in real-time via their websites, mobile apps and messaging. It creates a direct link between the customer and the agent to allow for faster and more efficient service based on customer needs. Customers are, therefore, more open to suggestions and willing to make a purchase while being connected over chat or voice call. This allows precise interpretation of customer needs leading to customer satisfaction and better customer experience. It helps identify issues beforehand and provide quality and timely support. It also helps obtain accurate figures while measuring success rates and chalk out more specific targets. For a long time, Zopim live chat was the technology behind business over Messenger.
The service provided by each of Zendesk products is powerful to handle the most complex of businesses and scalable to grow according to client demands. The Zendex Suite provides everything a business needs to improve its support operations wrapped up in one complete package.