Have you ever had a customer service agent that was super helpful and knowledgeable? Did they make your life easier, or did you go home feeling frazzled instead of feeling like your problem was solved?
It’s not enough for a support desk software to have great features. You need to know about all the many useful Zendesk features that actually make your life easier.
When looking at potential customer service software options, there are two main things to consider: ease of use and how much it helps you streamline processes. In this article, we’ll look at useful Zendesk features, including some pretty stellar features that will make your life much easier.
Section 1: Organizational tools
Organization is key to any successful business, and the first thing we want to look at is organizational tools. Zendesk has a built-in Search functionality that can be used to search for conversations, agents, or customers. This is useful when you have a lot of data to look through.
The search function can be used to search across all Zendesk products, as well as on your website. Another feature that can help with organization is ticket tagging. You can use ticket tagging to organize your conversation by assigning a tag to each conversation. This can then be used to filter out conversations and get an overview of your ticket volume on a specific subject.
One of the useful Zendesk features that helps with organization is the ability to create custom fields. This is helpful if you want to add data that might not be in the standard fields.
Section 2: Self-service tools
A key part of any great customer service software is self-service. When customers can help themselves, it reduces your support volume and allows you to focus on more complicated customer issues.
The integrated knowledge base is one of the most useful Zendesk features – allowing you to manage your FAQs and provide self-service to your customers. You can also add a “Help” tab to your website that takes customers directly to the knowledge base.
You can also add a chat widget to your website that allows visitors to chat with your customer service agents. Another of the really useful Zendesk features that allows customers to help themselves is the ability to add buttons. These buttons can be added to your email that allows customers to take action such as “I have read this article and would like to go to the next step” or “I want to subscribe to your newsletter.”
This allows customers to take action themselves and doesn’t require your team to be involved. Automated triggers can also be used for self-service. This allows customers to initiate a conversation themselves and have the conversation routed to the correct queue.
An effective self-service tool can reduce the volume of conversations that need to be handled by agents. Zendesk’s knowledge base, help button, and automated triggers are some self-service features that will help keep customers happy.
Section 3: Escalation procedures
Customers often have complicated needs, and you may need to escalate a conversation to a higher level of support. This can be done manually, but there are also software-based options to help with this.
One of the most useful Zendesk features are the escalation options that allow you to set rules for when conversations should be escalated to a certain person or team. This helps you avoid escalating every conversation and helps you manage escalated conversations effectively.
This feature also allows you to set up auto-escalation. This means that if there is no response, the conversation will automatically be escalated to the next person or team. With auto-escalation, you don’t have to worry about forgetting to escalate a conversation. Automating escalation helps make sure conversations get routed to the right person as quickly as possible. Zendesk’s rules and auto-escalation features can help ensure high customer satisfaction, even when problems arise.
Section 4: Agent management tools
While it’s great to have self-service tools and a robust knowledge base, you will still need an agent on the other end of the conversation. Zendesk has built-in functionality to help you manage your support staff. You can assign agents to specific roles and get reports on their performance. You can also add tags to conversations that allow you to filter and see your ticket volume by team or agent. Useful Zendesk features include Agent Management tools to help you manage your support team and make it easier to manage ticket volume.
Section 5: Summary
With all these features, you might think that Zendesk is an expensive option. But in reality, Zendesk is actually one of the most affordable options on the market. Plus, it offers free 24/7 phone support and a free 30-day trial. If you are looking for customer service software that will make your life easier, Zendesk is a great option. Zendesk has a variety of features that make managing your support team easier. Organizational tools, self-service tools, smart replies, escalation procedures, and knowledge management are just some of the features that can help you make your business more efficient. Speak to a Zendesk Implementation Partner such as Adelante, to find out more.