Communication is a key aspect within any organization. Donald Burns has previously addressed several options when it comes to choosing a particular communication tool; however, communications, per se, spans beyond the regular connotation people are used to. In this sense, maintaining customer relationships is one of those things that never gets old. Successful businesses are the ones that have focused all their efforts on providing their customers with outstanding service, thusly making them the center of their actions. Sustainable growth can only be achieved, amongst other things of course, through excellent customer service.
This seems pretty obvious at first sight; however, even under today’s juncture, there are many businesses than recklessly tend to disregard and overlook the details and all the small things that are arguably key to make customers satisfied. Zendesk, although initially conceived as a customer service platform, has allowed hundreds of businesses to stay synced with their customers while maintaining a fruitful channel of communication open. Thus, this tool has become crucial for providing audiences with remarkable, meaningful, personal and more productive customer experiences. Be that as it may, when it comes to getting the most of Zendesk, the sky is the limit.
Zendesk has helped startups and well-established companies scale up their businesses in terms of communications and communications with their customers. The methodology? Pretty much self-explanatory: critical feedback. Zendesk enables organizations to build a customer-centric business culture, paying special attention to the interactions with customers.
How to communicate effectively with customers? That is, in fact, the question. Those who are new to Zendesk ought to simply consider that Zendesk builds customer software for better customer service to help companies get and stay closer to their target audience and current customers: it is, simply short, a product that supports a customer’s service journey that starts with customer support, resolving any sort of customer issues and providing accurate answers to their questions; enabling self-service—helping customers find and discover the information they are looking for; and, last but not least, eventually there will come a time where customers will feel encouraged enough to conceive this support as a long-term conversation instead of short-term transactions.
Zendesk provides the user with various channels to support their customers. In fact, the process starts when the customer reaches out seeking support. It does not matter if they reach out through direct emails, through the website, by calling the customer service line or by posting a mention on social media. Zendesk allows users to collect all these conversations into a single location and respond from one single place. Technically, Zendesk conceives all these ways of reaching out as «channels», which in fact comes in handy, as the user is able to create as many channels as they need for a proper and accurate management of communication with customers.
The most common and used channel in Zendesk is none other the old reliable email; however, it gets a bit more technical when using the tool. Zendesk possesses three different ways of customizing email reply addresses: default reply, past-through emails, and personalized reply addresses.
Aside from the email, Zendesk comes with a chat. This will allow customers to chat with the customer service representative at any given moment. There are basically two ways customers can start chatting with customer service agents: through a currently active ticket, or by starting a new chat through a widget that can be created in Zendesk called «Feedback».
In short, this tool is really compelling, mostly because its nature: it is a social media customer support platform that comes with a sheer array of features. In addition to the aforementioned features, Zendesk includes embeddable apps, voice calling and self-help platform for directing customers where they need to go without having a customer service representative help them. From the customer service standpoint, its functions basically cover everything businesses need for communicating and responding to consumers in a timely and effective manner. Besides, it offers an entirely scalable customer support.
The social media integration feature allows users to rapidly get a grasp of social media conversations, messages and mentions, allowing them to stay on top of every possible interaction. Direct messages and conversations on popular social media platforms such as Facebook or Twitter are directly collected by the tool. With the possibility of setting up quick and fast notification alerts from one single command center, companies or customer service representatives can reply much faster, which, of course, will end up having a real positive impact on the company’s social media profiles and its customer resource management strategy. Thus, with Zendesk, companies can respond and communicate with their customers on their preferred social media platform, without having them make a call or visit the company’s website. Given its integration feature, this tool provides a faster and higher turnover for customers who are just seeking a single answer to a simple question.
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