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Main Glossary Zendesk

Zendesk

Zendesk

What is Zendesk?

Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.

Zendesk is a service-first CRM company that builds software designed to improve customer relationships. As employees, we encourage each other to grow and innovate. As a company, we roll up our sleeves to plant roots in the communities we call home.

Our software is powerful and flexible, and scales to meet the needs of any business. Even yours.

At its core, Zendesk is a customer support platform that lets you connect with customers on any channel.

Whether your customers want to connect by phone, chat, email, social media, or any other channel, Zendesk brings all your customer interactions to one easy to use platform to make it easy to keep track of all your support requests, answer questions quickly, and monitor customer service agent’s effectiveness.

Zendesk’s products are easy to set up and start using fast - most anything you’ll need to use feature-wise will work right out of the box.

And their platform offers all the customer relationship management (CRM) tools you need in an industry-leading cloud platform, so whether your a fast-growing startup or enterprise looking to improve your current standards, Zendesk can scale to meet your needs.

If your company has been struggling to keep up with your customer support demands (say, your first response times aren’t very good), you owe it to yourself and your company to take a look at Zendesk

Here are a few of their top features to get you started.

Zendesk Top Features

Ticketing System

Support ticket system software helps collect all your customer support requests from any source and lets you manage them from one location.

Zendesk’s ticketing system does that incredibly well - acting like a shared inbox for all of your customer’s questions and concerns.

By bringing together requests from email, chat, Twitter, etc., they make it easy to keep track of customer issues and conversations to more quickly answer questions and solve problems.

Knowledge Base

Knowledge base software helps you create, organize, and share support content with your agents, particular customers, or the public.

This could be a simple FAQ page for smaller companies, or a wiki with dozens or hundreds of interlinked pages if you have a complex set of offerings.

Zendesk makes it easy to create, customize, and use one or more knowledge bases - for specific departments, for agents only, or for your customers - so that answers are always at hand when they’re needed.

Community Forums

Building online communities around your company and products is a great way to deepen and strengthen your customer relationships.

Feedback is crucial to understanding your customers, but interactions between them and your company are only part of the equation.

By creating a space for your customers to talk to each other, you can not only get more detailed, honest feedback from them but also reduce your support load by allowing customers to answer questions for each other.

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