Even the smallest businesses have customers with needs that aren’t always simple to resolve. These are the challenges that usually require a lot of back and forth, which is why having a customer support system in place is so important. If you have even begun to research solutions for your company, you’ve probably heard of Zendesk. It’s one of the most popular tools out there that can help small businesses manage their customer service needs, but what exactly does it do and how can it be beneficial to your organization? Read on to find out everything you need to know in our guide to Zendesk.
Section 1: What is Zendesk?
Zendesk operates as a customer service platform that can be used by small businesses or organizations to manage support requests, ticketing, knowledge bases, and more. It provides organizations with the tools they need to be able to provide excellent customer support no matter what size their business is. In other words, it’s a customer service platform that can be customized and tailored to your exact needs.
Zendesk can be integrated with most other business applications to provide better customer service. For instance, if a user is creating a ticket through your Zendesk account, they can select what software they’re using so that the ticket will be automatically integrated with your software. For example, if your customer is using Salesforce, they can automatically add a comment to the ticket about their Salesforce account.
Section 2: Why Is Customer Service So Important?
Customer service is key to the success of any business, but it’s often overlooked due to the belief that it’s just not profitable. However, the opposite is usually true. Excellent customer service translates into satisfied customers, and those customers are more likely to share their experiences with others. As a result, businesses that provide excellent customer service can actually benefit from word of mouth. In addition to customer loyalty, businesses that have a strong customer service team are more likely to attract new customers. When someone is looking for a new place to do business, they’re likely to choose an organization that offers quality service over one that is lacking in that department.
Section 3: Zendesk Features
There are tons of different features that come with Zendesk. Some of the top customer service software features include:
- Ticketing and Service Request Management – Zendesk can help you track each ticket that is submitted to your team and who is responsible for resolving it.
- Knowledge Base – If a customer submits a ticket requesting information, you can ask them to answer a few questions in order to help you resolve the issue they’re facing.
- Email Management – Zendesk can help you make sure that you’re replying to customers in a timely manner, and it can make it easier to send bulk emails.
- Billing Integration – This is a feature that is specifically designed for organizations that charge their customers. It will allow you to integrate your billing system with Zendesk so that you can manage payments.
- Chatbots – If you have a lot of customers asking the same questions, you might want to consider adding chatbots to your Zendesk account. They’re programmed with answers to common questions and can save you a lot of time.
Section 4: Zendesk Pricing
One of the best things about Zendesk is that there are different plans that you can choose from based on what you need. This means that there is a plan for almost every business out there. The pricing is based on how many agents you need, as well as the features and functionality you require. You can choose to pay annually or monthly, and move between different subscription levels as your needs change, or you want to add more agents or features to your account. You can learn more about the pricing and features by visiting the Zendesk website.
Section 5: Summary
Zendesk is one of the most widely used customer service software solutions available. It can help you track tickets, provide information to customers, and more. It can be used by businesses of all sizes, and it comes with a variety of features that can make your life a lot easier. Hopefully our guide to Zendesk has shown you that.
The best part is that it comes with a wide range of pricing options, meaning there is a plan for every business. If you’re looking for a new way to manage customer service, then Zendesk is a great option to consider. If you’d like some help from a certified Zendesk Partner in getting set up with the platform, check out our Zendesk Express service—the easiest way to get up and running with a tailored Zendesk installation in just 7 days.