Services
Services
Zendesk Express empowers businesses to provide a personalized and streamlined customer experience. With the help of Zendesk Express, organizations can efficiently manage customer inquiries, their feedback and centralize all communication channels such as:
- Email ticketing
- Phone and voicemail support
- Live chat and messaging
- 3rd party contact forms
Other features such as a dashboard of key performance indicators (KPIs), interactive voice response (telephone menu prompts), and knowledge base setup are also offered. By putting these features in place, businesses can optimize their customer support services and enhance customer satisfaction. Please see below for more details.
Email Ticketing
What is it?
An email ticketing system helps you respond to customers quickly and effectively. It also simplifies tracking and managing their requests by keeping a history of all interactions with individuals or groups.
Why use it?
An email ticketing system lets your organization keep track of customer service requests, consolidating all concerns from every platform. Every customer service request you receive from emails, phone calls, and social media messaging will be in one place. The system also records all interactions between customers and agents, so you can understand customer needs better.
Simply put, an email ticketing system makes it easier for your agents to do their job, providing excellent customer experience for purchase, retention, and repeat.
How will we do it?
- Redirect all support emails to Zendesk
- Route support requests based on the subject matter
- Notify support agents of new tickets
- Starts the timer for each ticket to ensure efficiency
- Authorize Zendesk to send emails on your organization’s behalf
- Authorize ticket follow-ups and closures based on your business policies
- Redirect incoming emails to the Zendesk platform
- Set up and configure website widgets
- Configure business rule and event/time-triggered automation
- Optimize agent workflows via custom views and macros
Contact Us Form Automation
What is it?
A contact form is similar to sending an email, except the customer will write and send their request directly on your organization’s website. Their message will then be forwarded to designated agents or departments best suited to answer their specific inquiries.
Why use it?
Using a contact form on your website will reduce spam messages and keep your website secure. Compared to using an email address, online bots can’t scrape your website and turn you into a target. Plus, a contact form can have automated responses, so visitors know you’ve received their message and will respond soon—providing them with a better customer experience.
How will we do it?
- Design custom contact forms based on your business needs
- Identify and set up data fields to collect relevant information based on the contact form type
- Intelligently route information to the relevant internal resources
- Set up field attributes to control data capture (e.g., required, drop-down options, etc.)
- Set up autoresponders that keep the conversation moving forward toward resolution
- Integrate contact forms with relevant help articles to empower the customer
- Set up a landing page that links to all contact forms
Phone and Voicemail Support Setup
What is it?
A phone system is important for most businesses, including yours.
Modern phone systems come with many features that can help small businesses. These features include intelligent routing of calls to the right agent, as well as simplified call flow queue management with call recording, real-time call monitoring, and advanced reporting and analytics.
Why use it?
Having a phone and voicemail support system lets you track, record, and report all customer interactions. This ability provides valuable insights into customer sentiment that can help improve your products and services. Additionally, a phone and voicemail support setup gives your customers peace of mind knowing somebody will always be there to answer their call—no matter what time of day it is.
How will we do it?
- Guide various phone support strategies
- Assist in greeting setup options for callers to get routed to the appropriate resource
- Set up a business and after-hour business settings
- Route voicemails to the right resource
Interactive Voice Response (IVR) Setup
What is it?
An interactive voice response (IVR) system is a way for customers to talk to a computer using their voice. They can use the touch-tone keypad or their voice to control the computer. The computer will then identify and segment the call, routing it to the appropriate call agent based on what the customer said. This means that customers will have more control over which department or resource they want to reach.
Why use it?
An IVR system routes calls without human intervention. This increases efficiency and saves time by automatically routing calls to the appropriate agent. Additionally, an IVR system can provide callers with information such as your company’s office hours, product pricing, and directions to its location or office.
How will we do it?
- Customize an IVR call tree for your support needs
- Implement call prioritization
- Upload pre-recorded messages
- Allowing customers to call via web browsers
Live Chat and Messaging Setup
What is it?
Live chat and messaging on a website allows customers to get help right away. For example, if someone clicks on the live chat button on a website, they can start talking to a support agent immediately.
If they have interacted before, the agent will see their past conversation. If it’s the first time they’re getting in touch, then the agent will create a profile for them based on that conversation. And even if no agents are available when someone sends a message, the message will be stored for later.
If they have interacted before, the agent will see their past conversation. If it’s the first time they’re getting in touch, then the agent will create a profile for them based on that conversation. And even if no agents are available when someone sends a message, the message will be stored for later.
Why use it?
The current chat features include distributing chats intelligently, predefined points, click responses for customers, and the ability to start chats with website visitors proactively.
In addition, agents and website visitors can share documents and hyperlinks, management can monitor chat support operations in real-time to ensure that its resources are allocated appropriately, and follow-up surveys allow the visitor to provide experiential feedback for you to improve the support processes.
How will we do it?
- 1. Setup a live widget
- 2. Route inquiries to appropriate agents
- 3. Proactively initiate chat sessions on pages where visitors need the most help
- 4. Simplify chats by creating shortcuts
- 5. Track website visitors in real-time
- 6. Provide actionable insights via analytics
FAQ and Smart Knowledge Base Page Setup
What is it?
An FAQ and knowledge base is a place for information that answers common customer questions. You can do this with general help articles, video demonstrations, step-by-step guides, glossaries, and more.
People can browse or search for keywords to find the answers they need. And if someone starts to write a support request through a chat widget or form, automation can recommend articles before the message is sent to simplify customer service and deflect additional requests.
Why use it?
FAQs and smart knowledge bases help customers find answers to their questions without having to wait for a response from an agent. This saves time for both the customer and the agent.
Plus, its metrics can track how well the knowledge base is working. This information can be used to improve the content and operations of the knowledge base. As a result, your customers will be more satisfied and your agents will have more time to address complex requests.
Plus, its metrics can track how well the knowledge base is working. This information can be used to improve the content and operations of the knowledge base. As a result, your customers will be more satisfied and your agents will have more time to address complex requests.
How will we do it?
- 1. Implement a template (Zendesk-approved themes) and configuration
- 2. Set up organizational settings (e.g., security, content moderation, user profiles, etc.)
- 3. Integrate Google Analytics
- 4. Create a content workflow
- 5. Place an interactive community with your customers to field their questions
- 6. Encourage participation in your community by giving out badges
Reporting and Dashboard
What is it?
A reporting feature takes data and turns it into trends. The results of that transformation are then put into a dashboard. On the dashboard, you’ll see how well different aspects of customer support are doing, so you can improve customer support, handle team workloads, and create better service offerings.
Why use it?
Companies have to measure customer satisfaction to provide excellent service. By using reports, you’ll see your strengths, weaknesses, and ideas on how to improve things. Reports can also help you save money, because you can identify the busiest times and adjust agent workloads accordingly.
How will we do it?
- 1. Provide an overview of standard dashboard reports within Zendesk
- 2. Instruct on how to filter reports according to needs
- 3. Instruct on how to group reports by different data parameters
- 4. Teach the best way to analyze reports to maximize business insights
- 5. Simplify how to set up personal dashboards and custom reports
Ongoing Support
Even if your new system is ready to launch, you may find that things get a bit chaotic and confusing over time. This is normal, as system requirements and needs inevitably change. But don’t worry—our team at Zendesk understands your journey and will help you deal with any issues that eventually arise.
We offer the following ongoing support services:
1. Staff or agency account management team
2. Automation and workflow troubleshooting and updates
3. Security of operations
4. Dashboard-based metrics on team and operational performance
2. Automation and workflow troubleshooting and updates
3. Security of operations
4. Dashboard-based metrics on team and operational performance
We won’t leave you hanging. Zendesk Express is your partner to deliver first-rate customer service and grow your organization—and we certainly keep our promises.