What are the top features of Zendesk help desk software? In this article we’ll review in detail the following main functionalities of this leading solution:
Customer service is one of the most crucial aspects of your business. It must not just be “available,” but must also have empathy with customers’ concerns. Addressing this critical need must start with a good help desk solution.
This is vital to resolve your customer’s concerns, inquiries, and problems. It serves as your customers’ first point of contact by knowing exactly where and how they can reach you when they need your help. One of the leaders in this niche is Zendesk which is packed with a robust set of tools and features to address your unique help desk needs.
In this article, we’ll focus on the top features of Zendesk that are worth looking into for your help desk solution needs. First, a briefer about help desk software.
A help desk software performs a wide range of essential functions such as answering questions whether through self-service or through a help desk agent, measuring customer satisfaction, and helping your agents be more productive with their workflows. There are also various types available for customers (for external customers), IT support (for internal staff), and business (for teams outside of IT, including legal, finance, and HR). You can read more about different systems in our what is help desk software manual.
Leveraging the quality of your customer service through a reliable help desk system is essential, and it can even prevent you a huge amount of financial losses. In fact, a study shows companies lost an estimate of $41 billion due to poor customer service according to NewVoiceMedia.
Before implementing a system such as Zendesk in your organization, learning what its core features are can help you maximize it to its full potential. For more information on other solutions of this type check out our top 20 help desk software guide.
In its entirety, Zendesk is a robust all-in-one customer service platform. One of the areas where it really shines though is its help desk solution. It’s designed with design and function in mind to achieve more meaningful, personal, and productive customer relationships. By providing companies with a reliable support, the app assists them to mature into a proactive and self-service engagement.
Zendesk’s help desk software paves the way for an improved customer experience for your company. It helps your support agents monitor, prioritize, and resolve customer support tickets. The intuitive and easy-to-use cloud-based software is powered with automation and time-saving tools to provide convenience for your customers and increase the productivity of your agents.
It is built for various types of users so you can expect to utilize the app’s features no matter what your industry is, whether it’s for retailers, SMBs, enterprises, HR teams, IT teams, and educators. This hub centralizes all your conversations in a single place, solves problems efficiently, gains insights for customer interactions, gathers the right information from your customers, and lets you take your help desk system even on-the-go, among others.
At its core, Zendesk is a central hub that connects everything you need to leverage customer experience and support. It packs the following features for solving problems and issues collaboratively and enabling customers and agents to help themselves proactively:
Zendesk’s ticketing system or support ticket system offers the following:
How do they work together? The ticketing system, much like a shared inbox, gathers all customer support requests from multiple sources into a single location. With the availability of formats where a customer can contact your company at their convenience, it can be hard for your agents to reference previous issues or respond with a requisite contextual data. This feature solves this problem by streamlining the process of responding to customers with consistency.
The Zendesk Guide, one of Zendesk’s help desk products, uses a smart knowledge base for empowering your agents and customers through a self-service solution. This caters to customers, which is around 73% of millennials, who prefer to look for answers on their own instead of waiting for the response of a live agent for a faster resolution unless their inquiry or concern is critical and cannot be solved by the available resources.
BizReport also reported that 1/3 of the respondents even said they would “rather clean a toilet” that converse with customer service agents. This stresses the importance of providing a self-service portal as 65% of customers from the report says they feel good about the company and themselves if they solve a problem on their own.
Here are its vital self-service help desk features:
Also included in the top features of Zendesk help desk software is its easy-to-use interface that enables you to access reports and analytics to learn more about your customer support and help desk system. Fostering customer relationships is done by utilizing data-driven information. The software then transforms data into useful and meaningful insights using visual styles and point-and-click functions.
Aside from a customer help desk, Zendesk also administers support for internal staff and solve their problems, such as resetting passwords or resolving a whole network that’s going down, through a single or multiple points of contact in its IT help desk. This streamlines the tracking of issues, troubleshooting of problems, and getting assistance regarding products and services. Here are some of its features:
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