If you’re wondering what Zendesk is, it’s a software company based in Denmark that provides customer support and engagement solutions to businesses around the world. It offers an array of products, including help desk, social media, and live chat, in addition to its core CRM application. Since its founding in 2007, Zendesk has grown from a small kitchen table startup into a multinational enterprise with 4,000 employees in over 160 countries. With over 160,000 paid customers, it’s clear that Zendesk is a big player in the customer service software industry.
Although Zendesk’s flagship product is their help desk, the company also offers other tools, such as the social media application Zendesk Messaging, the community forum software Zendesk Gather, and the analytics tool Zendesk Explore. While Zendesk has several different products, some features are only available to Enterprise customers and above.
One of the best features of Zendesk is its ability to connect with social media channels. It can integrate with your company’s Facebook page and Twitter account, giving you a direct line of communication with your customers. Another great feature is the audit logging feature, which allows you to keep track of customer discussions across all of your channels. You can even search for a specific change and save it for future reference.
The company’s blog is a good source of customer service tips. This Zendesk blog article discusses how the company uses its “smart” marketing to help improve customer retention. Specifically, the company relies on a Luminary program to “spy” on group conversations, enabling it to find out what’s most likely to interest and engage customers. These Luminaries share their stories and experiences with other Zendeskers, providing the platform for it to reach out to them with exclusive offers and invitations.
In addition to its customer support and engagement capabilities, Zendesk has a large suite of marketing and sales applications. These include social media, email, and mobile apps. They also offer an integrated voice solution, Zendesk Talk. Unlike most other voice centric platforms, Zendesk Talk doesn’t require you to hire an additional staff to maintain.
The company also has a comprehensive knowledge base, which can be used to store and manage customer queries and complaints. The software has a triggers feature that can automatically send emails, post on social media, and more. Moreover, the software can be easily integrated into a mobile app, making it easy to answer customer questions on the go.
The company also has an “audit logging” feature, which shows you exactly when agents are working on tickets. This makes it easier for you to identify and fix problems in your help desk software, which in turn, helps you to better serve your customers.
As a bonus, the company has a snazzy website that redirects visitors to the proper pages. There are multiple CTAs to choose from, including a search box that can be customized. Also, you can take advantage of the free CRM, Hubspot, to track customer data.