Zendesk products work seamlessly together or individually to offer our clients a flexibility with a modern tech stack that is easy to use and simple to implement. The Zendesk family of products consists of:
Support – A beautifully simple system for tracking, prioritising, and solving customer support tickets. Offering multi-channel customer service for humans, the Support platform builds trust with your customers by offering responsive, personalised support via the channels they prefer.
With effective tools for collaboration, information gathering and automation, customer facing staff are armed for successful and productive communication via a system that can be fully tailored for your organisation. Support can be extended with Marketplace apps that can be embedded natively into any app or website, or customised.
Guide – A self-service destination that works effortlessly with Zendesk Support as a branded help centre, community and service portal to reduce average ticket handling time by at least 50%. It provides in-context, relevant content that can be embedded in mobile apps, websites and more as an internal resource for agents to share, access and collaborate on knowledge for increasingly fast service times. As a content management platform, Guide provides version history, access controls and performance metrics in one centralised hub.
Chat – Strike up a conversation using Zewndesk’s live Chat platform. It provides a fast and responsive way to connect with your customers at the moment they require support to find what they’re looking for, ask a question or solve a problem. Proactive engagement assists with sales as well as improving customer satisfaction as questions and issues are solved in real time.
Talk – Call centre software facilitates more personal and productive phone support with your customers. Let your customer service concentrate on their conversation and not the workflow, with automated ticket creation, customer history and call recording. Streamline your queues with flexible IVRs and group routing and use cross channel analytics to gain visibility into your phone support operations. Even better, this system is plug and play with no need for additional technicians, equipment or training required.
Message – Stay in touch with customer messaging software that helps companies engage customers on their favourite messaging apps. Take your customer service to popular social media channels like Facebook and Twitter and start making your communication more personal and intuitive. Purpose built for real time messaging, Zendesk’s Message is completely scalable for your business as you grow.
Explore – Dig in to your analytics using the Explore platform to measure and truly understand the experience of your customers. Compare your own performance to best practice analytics by drilling down into pre-built dashboards highlighting areas your customer service teams need to keep an eye on. Explore also allows you to integrate data from all your systems for more meaningful analyses from your Zendesk, website, CRM, customer experience platform or product database. Together, Explore allows you to make data driven decisions and a visual snapshot of areas for improvement or process refinement.