When it comes to improving the day-to-day management of your business, a reliable customer support platform can help.
Making the day-to-day running of your business much smoother, customer support platforms can improve communication between your company and its customers.
One of the biggest customer support platforms in the world is Zendesk. Designed to improve company communication with customers, this platform is currently used by more than 40,000 businesses worldwide.
However, is it the right fit for your business?
That’s what I aim to get to the bottom of today. In this post, I’ll be telling you what Zendesk is, what it offers, and whether or not it is good for your business.
If you’ve considered using Zendesk but haven’t made a decision yet, keep reading!
Table of Contents
What Is Zendesk?
Let’s start by looking at what exactly Zendesk is.
Zendesk is a customer service platform that prides itself on making customer service better. The platform builds software aimed to meet the customer’s needs, setting your team up for success, whilst also ensuring the business is in sync.
Zendesk is a cloud-based help desk that allows you to communicate across your business and with customers in one easy-to-use space.
Zendesk has a wide range of integrated tools that help businesses manage tickets, operate help centers, and build community forums.
Zendesk’s unified agent workspace also uses AI-powered technology to offer smart suggestions.
You can customize Zendesk as you see fit, to create a space that works for your business.
Zendesk has a whole host of features including:
- live chat
- a help center
- a ticketing system
- bots that can be used to speak to your customers
Instead of dealing with customers via email or phone, they can raise a ticket with Zendesk, speak to you via live chat, or message and get their query resolved easily!
You can also use Zendesk for sales too, where you can accurately track your sales so there are no surprises at the end of the quarter!
You can connect it to other apps too, providing a seamless experience for your sales team.
There is a free trial you can take advantage of if you aren’t sure if it is the right move for your business. There are also tiered price plans that allow you to pay for what your business currently needs.
You can adjust your plan too as your business grows, further tailoring Zendesk to your needs!
It’s a popular tool these days, especially with businesses that operate remotely.
Everyone from sales reps to senior management can access Zendesk no matter where they are to communicate with customers and view targets and adjust them where needed.
It is a one-stop shop where everything from analytics to leads and customer queries can be stored and accessed.
What Does Zendesk Have To Offer?
Now you know more about what Zendesk is, I can start to tell you more about what Zendesk has to offer. The best way to understand whether Zendesk is right for your business is to look at the platform’s key features.
I’ve listed some of the best features Zendesk offers below.
Customer Self-Help Portal
One of the best features Zendesk offers is a customer self-help portal. This portal gives your customers the opportunity to find the solution they need without having to get in contact with anyone.
Not only does this increase customer satisfaction, but it also reduces your operational costs. On top of that, it boosts agent productivity. Using the portal, customers can easily find everything they need.
All the information your customers need can be found through customer forums, FAQ searches, and knowledge bases.
Zendesk Support – Ticketing System
The Zendesk support feature is key to the smooth running of your business’s customer support channels. Customers interact with your business in a variety of different ways and through a range of different channels.
Some customers will use the likes of Facebook and Twitter to communicate with your company, whilst others use email services or WhatsApp.
Thanks to Zendesk support, all your customer interactions are conveniently kept in one place. This gives you a seamless and productive workflow.
Your support agents can then work on multiple tickets at once.
Zendesk Help Center
Otherwise known as Guide, the Zendesk Help Center is a large knowledge base that lets you empower agents. Helping you create a self-service, the smart knowledge base collects and organizes product features, frequently asked questions, and anything else your customers enquire about.
Using this service will increase the speeds at which your team can work. Another neat thing about this knowledge base is that you can use it to see how your agents use it. This will help you identify trends and make further improvements.
Communication Options
You can expect great things from Zendesk when it comes to the number of communication options your agents and customers have access to. Zendesk offers impressive communication flexibility, making it incredibly easy for your business to communicate with its customers.
Some of the best communication options Zendesk runs are messaging, voice support, and live chat.
Analytics Tools
An underrated aspect of Zendesk is the analytics tools the platform offers. The analytics tools Zendesk comes with allow you to improve your customer support systems further.
There are over 20 different dashboards and template reports available on the platform, all of which can be used for different analytical purposes. You can gather information in relation to customer satisfaction, and monitor the performance of your support team.
All of this data can then be used to make improvements.
What Are The Benefits Of Zendesk?
So, how do these features benefit you as a Zendesk user? I’ve listed some of the most important benefits below.
Improved Customer Engagement
Zendesk makes it much easier for you to communicate with customers. The platform offers the flexibility you need to track, organize, and respond to your customers in a reliable way
The ability to voice chat, message, and live chat gives your business an effective way to communicate with your customers.
Fast Responses
Thanks to the multitasking tools provided by Zendesk, your support agents will be able to respond to queries quickly and effectively.
Being able to work on multiple tickets at once prevents a backlog.
Customer Satisfaction
Customers are much more likely to use a business that they are happy with.
Being able to communicate clearly and quickly with a business is something that will keep customers happy and ensure service satisfaction.
Improved Productivity
One of the biggest draws to Zendesk is improved productivity.
Aside from making it easy to communicate with customers, Zendesk offers organization and tracking tools that help you improve business productivity.
Is Zendesk Good Or Bad For Your Business?
The chances are, Zendesk will be good for your business. However, not every business suits Zendesk.
To better gauge whether or not Zendesk is good for your business. I’ve outlined the businesses Zendesk is good and bad for below.
Businesses Zendesk Is Good For
- Companies that need a reliable customer service platform will benefit greatly from Zendesk. The tools on offer make communication between business and customer effective, hassle-free, and prompt.
- Zendesk’s AI-powered technology makes it a solid choice for businesses looking to power their customer support with AI systems.
- Small, medium, and large businesses that need a customer service solution that features built-in communication capabilities.
- Businesses in need of analytic tools to track, monitor, and improve their current customer service systems.
- Companies battling a constant backlog of customer queries.
Businesses Zendesk Isn’t Good For
- Small businesses looking for a free customer service solution should look elsewhere.
- Businesses looking for free 24/7 support won’t find it with Zendesk. Zendesk’s basic package only operates during business hours. The highly expensive premium package is needed to access 24/7 support.
- Businesses looking for a simple solution might need to look elsewhere because Zendesk has a robust system with advanced tools. This might not suit small teams and startups. For a simpler solution, businesses should try Really Simple Systems.
Final Thoughts
In this post, I’ve told you everything you need to know about Zendesk. I’ve shown you what it is, the best features it comes with, the main benefits, and the businesses it is good and bad for.
You should now have a much clearer understanding of whether Zendesk is good for your business or not. If your business needs help improving communication with customers, there’s a very good chance Zendesk is the perfect platform.
If it is, why not start your free Zendesk trial now and see what you think? I’m sure you won’t be disappointed with the powerful tools on offer.
I’m a blogger and entrepreneur. I want to help you in your journey to build your business online.
