ZENDESK - CUSTOMER RELATIONSHIP MANAGEMENT
Zendesk Support Suite
Social messaging
Voice and SMS
Live chat and embedded support
Let customers engage with you from the comfort of their favorite messaging apps — for example, WhatsApp, WeChat, LINE, Facebook Messenger, and Twitter Direct Messages. It’s not just convenient, it’s exceptional service.
For complex problems—like re-booking a flight or placing an order for ten different people—customers often call to get more personalized support. Zendesk Talk makes it easy and efficient for agents to help customers over the phone or via text.
Sometimes, customers just need quick access to a real person. With Zendesk Chat, you can proactively engage customers in real-time, putting support directly into your website or mobile app.
Self Service & Knowledge Base
Customer Context
Analytics & Reporting
Let customers help themselves with knowledge base content and a customized, mobile responsive help center for your business. You can create paths for different customers, too. Specify who has access to what knowledge, and tailor experiences across multiple brands, products, and languages (currently, over 40). It’s all in Zendesk Guide.
Give agents the relevant information they need to provide faster, more personalized responses. The essentials card displays relevant customer details on the customer your agent is serving, and interaction history gives agents visibility into all previous customer events.
Support can happen anywhere, and it’s important to have a customer analytics tool that can keep up. Zendesk Explore integrates data from every channel, so you can measure how customers interact with your brand without losing the thread.
Business Rules & Routing
Extend Your Support
Superpowered Agents
Get the best person for the job. Apply skills-based routing to assign the right agent to the conversation, or set triggers and automations to initiate a workflow based on certain conditions. Use them out of the box, or customize them to your specific needs.
Use the app marketplace to integrate with hundreds of tools for things like workforce management and agent productivity, or use our open and flexible CRM platform Sunshine to connect and understand data from external sources.
Self-service doesn’t end when an agent gets involved. Give your team access to instant knowledge to help your customers. Agents can respond to common requests with predefined macros, and leverage AI-powered article recommendations — right inside their ticket.
Capture Knowledge from Anywhere
Empower your team to contribute to your knowledge base. Agents can provide feedback on knowledge, use approval and publishing workflows, and can schedule reviews to get the right people involved in article creation and upkeep.
Let AI Find Opportunities
Make sure your help center is hitting the mark with AI-powered suggestions from Content Cues. Lean on machine learning — it can provide suggestions to create new articles and update existing ones. That’s a little less pain in managing a growing knowledge base.
Zendesk Sell Suite
Live chat
Voice and SMS
Bulk email
Give your customers the attention they deserve whenever they reach out. With Zendesk Chat and Zendesk Sell, you always know who you’re speaking to. During a chat conversation, you can create new leads and pass every chat transcript over to a customer contact card for future reference.
When it’s time to prospect, the integrated auto-dialer will call people on your list. When the call is complete, the next number is automatically called, keeping reps engaged and productive. All calls are logged, recorded, and saved to a lead or contact. Send SMS from a lead or contact card and have that added to your feed of communication which includes email and phone calls. The best part is that everything lives in one place.
Create email templates with merge tags that help you personalize emails. Every email sent from Sell will show you open and click-through rates, so you have insight into how your emails are performing.
Customizable dashboards
Activity reporting
Communicate smart lists
Pre-built reports and customizable dashboards allow you to watch emails and calls turn into commitments. The reports can be adjusted to show you the important metrics you need to measure the daily success of your sales team.
Every rep has their own sales approach, so it’s important to know how reps are engaging with prospects and customers. Sell produces rich activity reports showing the volume of calls, texts, and emails being sent to help you track rep activity.
Never lose touch with a prospect or customer. Sell integrates with all your communication channels, so it’s easy to build smart lists that track the last time you talked to someone or if you’re waiting for a response.
Business Rules & Routing
Easy import
Enrichment
Get access to a database with 20 million companies and 395 million prospect records with Reach. Select the type of companies you want to pursue, and we’ll do the hard part by delivering detailed leads for you to prospect—boosting your ROI.
When you generate new prospect lists with Reach, the complications of importing spreadsheets into your database are removed. Lead fields are immediately mapped to your Sell account so you can add new leads by simply hitting “Import.”
Never lose touch with a prospect or customer. Sell integrates with all your communication channels, so it’s easy to build smart lists that track the last time you talked to someone or if you’re waiting for a response.