Zendesk Suite

The Zendesk Suite

 

Overview

The Suite offers everything you need to let customer conversations flow seamlessly across channels, creating a better experience for both your business and your customers.

 

SUPPORT

Integrated customer support

Zendesk Support is a beautifully simple system for tracking, prioritizing, and solving customer support tickets. Support puts all your customer support interactions in one place, so communication is seamless, personal, and efficient–which means more productive agents and satisfied customers.

 

GUIDE

Knowledge base and smart self-service

It’s easy to build a knowledge base so that customers can resolve support issues themselves—and most actually prefer to. It’s great for businesses too. With Zendesk Guide, companies can scale and deflect tickets using smart self-service, including AI-powered tools like Answer Bot, to increase customer and agent satisfaction while also reducing support costs.

 

CHAT

Live chat and messaging

Some customers are just in a hurry and need quick access to a real person. With Zendesk Chat and Message, you can also proactively engage customers—in real-time and in context. That way customers can get the attention they deserve.

 

TALK

Call center software

For complex problems—like placing a complicated order or re-booking a flight—customers often call to get more personalized support. Zendesk Talk makes it easy and efficient for agents to help customers over the phone as part of a seamless omnichannel support experience.

 

2019 Zendesk Customer Experience Trends

Data from 45,000 companies in 140 countries creates a powerful benchmark tool. Get your personalized Customer Support Performance Report Card and see how your team measures up against your peers.

Features

 

SEAMLESS SUPPORT

Get the message across

Embedded support

Embed support natively on your website with the Web Widget or within your mobile app so customers can search for help, start a chat, place a call, or just email you without leaving your app.

 

Help center

Let customers help themselves with your knowledge base content and a customized, mobile responsive help center.

 

Answer Bot

Powered by artificial intelligence, automatically respond to support queries with relevant help center articles, solving customer requests while they wait for an agent.

 

Proactive triggers

Send targeted and behavior-based messages to customers. For example, you can help customers complete their purchase by automatically reaching out with a chat.

 

Inbound and outbound calling

Receive unlimited inbound calls from customers. Follow up or provide proactive support with outbound calls. Keep track of calls with automatic ticket creation and call recording.

 

SIMPLIFIED WORKFLOWS

One workspace. More efficient agents.

Unified workspace

The Zendesk Suite provides simplified workflows through an easy to navigate, contextual interface, regardless of the channel.

 

Skills-based routing

Automatically assign tickets to the right agents based on their skills, presence and workload. This ensures your customers receive prompt support and your agents aren’t overloaded.

 

Business rules

Use triggers to route a ticket workflow based on specific actions or automations for time-based conditions. You can easily turn these on or off, and customize them to your specific needs.

 

Instant customer context

The Pathfinder app gives you the context you need to solve customer inquiries quickly. See which help center articles and Community posts customers have viewed prior to, and after, submitting a ticket.

 

Predefined ticket actions

Use macros to respond quickly to standard requests with predefined actions. You can also generate other actions, like changing the status of a ticket or altering certain fields.

 

Knowledge Capture App

With Guide, you can leverage your team’s collective knowledge. Agents can create new content, link articles into tickets, and flag content for improvements, directly from their Zendesk Support agent interface.

 

SINGLE SOURCE OF TRUTH

The insights scoop

Real-time omnichannel dashboard

Manage operations with consolidated cross-channel reporting. Get a better sense of how you’re doing by gaining visibility into ticket volume, agent performance, and other key support metrics across all channels.

 

Historical reporting

Track your support interactions across channels in a single view using Insights. Monitor agent productivity, customer satisfaction, handle times to anticipate customer needs and increase satisfaction.

 

1. Zendesk Support

Make it right

Zendesk Support is a beautifully simple system for tracking, prioritizing, and solving customer support tickets

 

1.1 Overview

 

Be fast and friendly

Zendesk Support puts all your customer support interactions in one place, so communication is seamless, personal, and efficient–which means more productive agents and satisfied customers.

Lead customers to happiness

Give customers what they want – quick and easy resolutions to their issues. Zendesk Support helps you provide personalized support when and where they need it, so customers stay happy.

Support your support

Productive agents are happy agents. Give them all the support tools and information they need to best serve your customers.

Grow without growing pains

Zendesk Support lets you customize your support and configure any workflow. Our software is powerful enough to handle the most complex business, yet flexible enough to scale with you as you grow.

 

Make it easy to manage customer interactions

Zendesk Support is intuitive, and it’s built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it’s easy to be productive and manage customer interactions.

 

Right place, right time

Bring in customer interactions from anywhere. With features like web widgets, pre-defined ticket responses, and customer search history, give them faster support on their preferred channels at the moment they need it.

Customize and personalize

Zendesk Support is designed to be flexible. It works right out of the box, or it can be configured to your preferences. Customize a workflow or use apps and integrations–any way you use it, Zendesk Support has the flexibility to fit your support needs.

Be smart about your support

Zendesk Support arms you with insights so that you can measure and improve your customer service. Learn what your customers think through customer satisfaction ratings and get analytics on how you’re doing through performance reports and dashboards.

1.2 Features

 

A help desk that helps you

Track, prioritize, and solve your customer interactions with ease.

HELP DESK MANAGEMENT

Everything you need to help your customers

Get access to channels, features, and functionalities.

 

Seamless channel integration

Give your customers the choice. Zendesk Support allows your customers to connect with you through web or mobile, or start a conversation directly through email, Facebook, Twitter, or any other channel you want.

 

Ticket forms

Ask the right questions and gather all the information you need from your customers up-front. With ticket forms, you can create multiple support request forms that show a unique set of ticket fields, making it easy for your agents to know what kind of support your customers need.

 

Conditional & custom ticket fields

Gather all the relevant details you need from your customers through additional conditional or custom fields. These can be made visible to both your agents and customers.

 

SLA views

Service Level Agreement (SLA) views let your team easily see SLA status and avoid breaches. Apply them based on the conditions you set and then track metrics down to the minute.

 

Multilingual

Agents can work in their preferred language, with a localized admin interface available in over 40 languages.

 

Multi-brand

Support up to 300 brands, products, service tiers, or regions. Data and activity are centralized within a single account, making it easy to manage.

AGENT PRODUCTIVITY TOOLS

Satisfy them with speed

Sophisticated tools to help your agents close cases faster.

 

Guided mode

Speed up response time and help agents focus by lining up tickets for them to work through, guiding them from one ticket to the next and preventing cherry-picking.

 

Business rules

Use skills-based routing to assign the right ticket to the right agent, or triggers and automations to initiate a ticket workflow based on certain changes or time-based conditions of a ticket. Use them out of the box, or customize them to your specific needs.

 

Pre-defined ticket actions

Use macros to respond quickly to standard requests with pre-defined actions. You can also generate other actions, like changing the status of a ticket or altering certain fields.

 

Customer context

Gives agents the relevant customer context they need to provide faster, more personalized responses. The essentials card displays relevant details on the customer your agent is serving, and the interaction history gives agents visibility to all previous customer interactions and events.

 

Dynamic content

Communicate in your customer’s language. Dynamically insert ticket content based on their preferred language so that your agents don’t have to do the translation.

 

Collaboration

Equip agents with the tools they need to efficiently collaborate with other teams. With the Collaboration add-on, agents can efficiently communicate via email or Slack with other teams to get involved in solving customer questions – all within Zendesk Support.

 

CONFIGURE & CUSTOMIZE

Personalize your solution

Flexibility to tailor your Zendesk Support to meet the needs of your team.

 

Configure

Zendesk Support can be adapted to your needs. With Support, you get the flexibility to configure your own workflows–from the simplest to the most complex.

 

Customize

Design sophisticated customizations within Support using 100+ different Zendesk APIs. Build seamless integrations that leverage your tickets, knowledge base, and much more.

 

Personal views & macros

Create personal ticket views based on status, assignees, or any other conditions so that you see ticket information that’s relevant to you. Also create your own macros so that you can manage tickets the way that you prefer.

 

Public apps & integrations

Zendesk has over 500+ public apps and integrations available in our marketplace. App Categories include Productivity & Time-Tracking, IT & Project Management, and many more.

 

Private apps & Integrations

Build your own Zendesk App or Channel integration for exclusive use within your business. You can display or update external data, hide or show a field, or even build a custom workflow on tickets.

 

Contextual workspaces

Build contextual workspaces that are relevant to the ticket at hand. Each contextual workspace will display the relevant ticket form and macros that pertain to that ticket, and allow you to pre-select apps to have expanded and collapsed.

 

SUPPORT INSIGHTS

Get smart about your support

Access analytics tools to measure and improve your customer service.

 

Insights on your customers:

 

CSAT Ratings

Find out what your customers think. CSAT Ratings lets you know how happy they are with your support with two possible answers: “Good, I’m satisfied” or “Bad, I’m unsatisfied.”

 

Satisfaction Prediction

Predict how likely your customers are to be satisfied with their support experience. Satisfaction Prediction is powered by machine learning and lets your teams enter customer conversations with more context.

 

Net Promoter Score Survey

Send a NPS® survey to measure customer loyalty and gather customer feedback. Understand why some customers love your company, and why others don’t.

 

Insights on your agents and support workflow:

 

Performance Dashboards

Get a better sense of how you’re doing by gaining visibility into ticket volume, agent performance, and other key support metrics.

 

Custom Reports

Build custom reports to better understand your customers, measure operational efficiency, and improve your team’s workflow.

 

2. Zendesk guide

Use your know-how

A smart knowledge base for better self-service and empowered agents

 

2.1 Overview

 

HELP CENTER SOFTWARE

Knowledge is power. Using it is powerful.

Support teams have a lot of knowledge about customer issues—and the best way to solve them. Zendesk Guide is a smart knowledge base that helps tap into that institutional knowledge and puts it to work. With Guide, you can quickly build a customizable help center, online community, and customer service portal so customers get better self-service and agents see improved efficiency and faster resolution. And since it’s the only knowledge base native to Zendesk, it integrates seamlessly with Zendesk Support.

Give them the good stuff

Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience with our help center software.

Unlock their potential

Capture your agents’ collective knowledge and build on it over time to respond to support requests in efficient ways.

Do more with AI

Take advantage of AI powered tools with Answer Bot to solve low-touch tickets by sending customers relevant articles while they wait for an agent.

Get smarter as you go

Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.

 

A powerful pair

Zendesk Support works with Guide to make your self-service knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.

 

“We love the help center in Zendesk Guide because it’s easy to use. We get some great analytics out of it in terms of which articles are being used the most. It helps us to make adjustments and to see what’s helping our users.”

— Gerald Hastie

Director, Global Customer Experience at Evernote

 

You have what it takes

With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and leverage AI-powered article recommendations to share in tickets. Content managers can identify content that needs to be updated and rely on their entire team to contribute to content, including everything from approval and publishing workflows to vetting new articles and improving upon old ones — ensuring the best content is presented to both customers and agents.

 

“We put a premium on our help center. Allowing customers to get the right answer on their own is very important. We’ve invested a lot in making sure that we offer a robust help center, and we’re constantly revising it.”

 

— Andrew Jensen

Director, Payment Solutions at Lending Club

 

 

Know thy self-service

Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with our Mobile SDK and Web Widget, it is easier than ever to serve up content to your users in context.

 

“The Mobile SDK has allowed us to provide quick answers through our help center. Also, we have more context about the users that request 1:1 support. It saves us a lot of time.”

 

— Josh Greenwald

Community support lead at SwiftKey

 

Thanks a bot

 

The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.

 

2.2 Features

 

Get smart

Zendesk Guide is more than just a collection of articles. It’s a smart knowledge base that helps you capture and leverage your team’s know-how. It works natively with Zendesk Support to deliver better self-service for customers and improve agent efficiency.

Get started and customize your knowledge base quickly

 

CREATE A HELP CENTER

Build a customized self-service destination to empower customers to help themselves.

 

CUSTOM THEMES

Guide allows for customizable themes, giving you full control over the look and feel of your help center across multiple brands or products. Your web developers can easily work with HTML, CSS, and Javascript to match your brand.

 

RICH TEXT EDITOR

Create articles including media like photos and video with our WYSIWYG editor. It’s as familiar as the applications you use in your personal life.

 

CONTENT HISTORY

Understand how your knowledge base content evolves over time. See a list of edits and changes, so you can always be up to date with the latest revisions.

 

RESTORE DELETED CONTENT

All your content is archived, so even if you delete something by accident, you can get it back.

 

CONTROL ACCESS

You choose who can view your knowledge base. Keep some content for your agents only, require registration, or open it up to the public in your help center.

 

Create the best self-service experience for your customers

 

HELP WHERE IT’S NEEDED

Embed your help center natively on your website with the Web Widget or within your mobile app so customers don’t have to leave when they need help. Learn more.

 

EFFORTLESS AND RELEVANT

Use Contextual Help in the Web Widget to suggest relevant articles based on the page the customer is currently viewing, before they even lift a finger to type out a search.

 

API ACCESS TO CUSTOMIZE

Design sophisticated customizations to automate and enhance the customer experience within Guide using a myriad of different Zendesk APIs.

 

COMMUNITY

Build a community with collaboration forums, user profiles, and moderation tools so you can empower customers to interact with each other, inspire new ideas and provide feedback to your business.

 

CUSTOMER PORTAL

Enable customers to manage their own requests with a Customer Portal. Create a dedicated space for your customers to manage their support requests and community contributions with a personalized portal.

 

RAPID RESOLVE

Save agents time by empowering customers to close their own request once an agent provides an article that helps them.

 

ANSWER BOT

Powered by artificial intelligence to automatically respond to emails with relevant help center articles, solving customer requests while they wait for an agent.

 

Empower agents with easy access to knowledge

 

A BUILT-IN RESOURCE

While solving tickets, agents can reference answers and info from your agent knowledge base. You can also keep training documents in a central location for easy access during onboarding and beyond.

 

ARTICLE RECOMMENDATIONS

The Knowledge Capture app enables agents to solve tickets faster with relevant help center content. It automatically searches and suggests articles using artificial intelligence to find the most relevant context and incorporates the brand and language of the ticket. Agents can link these articles within ticket responses with just one click.

 

FLAG AND CREATE KNOWLEDGE

If agents can’t find what they’re looking for, they can create and share new articles using predefined templates in the Knowledge Capture app. By capturing knowledge on the fly, agents will continue to enrich your Knowledge Base with articles that help customers.

 

INTEGRATED KNOWLEDGE CAPTURE APP PUBLISHING WORKFLOW

A publishing workflow will send articles agents create in the Knowledge Capture app while answering tickets directly into the Team Publishing workflow. Content managers can find these articles under a “Captured Knowledge” list, making it easy to push them through your standard approval and publishing review process.

 

ANSWER BOT FOR INTERNAL TEAMS

Bring the power of Answer Bot to your internal teams directly in the Support agent interface, through the Knowledge Capture App, and on Slack. With in-context, AI-powered article recommendations, access to knowledge is faster and more accurate than ever.

 

INSTANT CUSTOMER CONTEXT

The Pathfinder app for Zendesk Support provides context on how a customer used self-service prior to submitting a ticket. With that info an agent can get a better understanding of the customer’s intent, and provide better answers and resolve issues faster.

 

Develop and improve content across your team

 

CONTENT HISTORY

Understand how your knowledge base content evolves over time. See a list of edits and changes, so you can always be up to date with the latest revisions.

 

MANAGE CONTENT

Make it easy for Content Managers to review, approve, and publish content from the team with article lifecycle management in Team Publishing. Now articles have a set of states related to their place in the publishing workflow so it’s easy to keep track of how content is progressing.

 

ARTICLE LIFECYCLE MANAGEMENT

Content Managers can assign article updates to their team with notes on what needs to change through Team Publishing. Knowledge can be easily kept up to date by engaging the team in ongoing verification and upkeep with Article Events.

 

PUBLISHING PERMISSIONS

Use refined permissions updates to designate which team members can approve and publish content before it goes live on your help center.

 

CONTENT CUES

With AI-powered recommendations, it’s easy to know which articles would be beneficial to have on hand—ensuring that your customers have the best self-service experience possible.

 

Organize and optimize your knowledge base

 

 

STRUCTURED CONTENT

Organize your articles in multiple levels—including Categories and Sections—so it’s easy for your customers to find what they need.

 

THINK GLOBALLY

Localize your content in 40+ languages so you can serve customers in their native language.

 

DYNAMIC CONTENT FOR TRANSLATIONS

Use Dynamic Content to create your own translations with a default version of the text (set in the same language as your default) and variants for every other language that you support. Based on the end-user’s language, the appropriate variant is automatically displayed to the end-user.

 

ARTICLE IMPORT

Import Google Docs directly into your knowledge base to easily add existing content so you can get up and running quick to improve your self-service experience.

 

BULK ACTIONS

Manage your knowledge base in better ways with Bulk Actions. Update various article properties, such as labels and permissions, for multiple articles all at once.

 

LISTS AND LABELS

Get an overview of all your published and unpublished knowledge base content with customized article lists, and then refine that view with search, filters, and article labels.

 

SEO READY

Guide is optimized so search engines can understand your content and customers can find answers no matter where they look for them. And Guide automatically updates your sitemap so there’s no need to call a developer.

 

MULTIBRAND

Create multiple help centers or knowledge bases to serve various audiences, regions, or brands. Each one is separate so you can set different permissions, create unique URLs, and customize themes to match.

 

Have it your way

Turn your knowledge base content into a custom branded help center. Guide makes it mobile optimized and nice to look at, so your customers get a beautiful experience on any device.

 

Understand knowledge engagement and effectiveness through reporting and analytics

 

INTEGRATION WITH GOOGLE ANALYTICS

Google Analytics has tools for everything when you integrate it with Guide. From search analytics to ticket-deflection tracking, you can use it to improve your self-service and make it easier for customers to find answers.

 

FIND YOUR BLIND SPOT

See what search terms customers are looking for, and whether those searches come up empty. You can add new content or update the language you use in existing content to help customers find what they need.

 

GATHER INTEL

Guide reporting tracks how people are reacting to your content on help center, Web Widget, and in mobile apps. The data can tell you the number of new articles and questions created, how many users have viewed them, and the total number of votes, subscriptions, and comments.

 

KNOWLEDGE CAPTURE DASHBOARD

Admins can access the Knowledge Capture dashboard to analyze which articles help agents solve the most tickets. Dive deep and use those insights to evolve your knowledge base.

 

MONITOR ANSWER BOT PRODUCTIVITY

Measure the effectiveness of your content bot with a pre-configured dashboard. Learn what works to increase ticket deflection and how to improve the relevance of your self-service content.

 

3. Zendesk chat

Strike up a conversation

Reach your customers, instantly via web, mobile, and messaging

 

3.1 Overview

LIVE CHAT SOFTWARE

Make yourself available

Live chat and messaging create a personal connection with customers looking for support. It’s a fast and effective way to offer help—without interrupting their experience.

This is their moment

Anticipate customer questions and offer help when—and where—they need it most with chat support.

Raise your sales

Customers are 3X more likely to make a purchase when you reach out with a chat.

Less wait, more happy

Chat and messaging let agents help more customers in less time, which means happier customers more of the time.

 

PROACTIVE ENGAGEMENT

Reach out in real time

Reach out and talk to customers before they even ask a question. Innovative clothing rental company Le Tote uses an automated trigger to offer help to customers who are lingering on the checkout page. By proactively engaging customers during the buying process, Le Tote is able to reduce cart abandonment and increase conversions.

 

POWERFUL METRICS

It all adds up

Live chat analytics play an important role in chat and messaging. It sheds light on customer satisfaction, agent performance, and helps identify issues before they become problems. Better numbers and quality reports let you measure successes and stay on target.

“Live chat lets agents handle multiple chats at once, so the wait time is reduced and customers have a better experience.”

 

— Jorge Vernetta, Global Operations Manager at foodpanda

 

ALWAYS ON

Wherever you go, there they are

Chat and Message allow your agents to engage customers over websites, mobile apps, and popular messaging apps like Facebook Messenger and LINE. That means you can build the best customer experience on the channels that your customers actually prefer.

MULTICHANNEL

Take things as they come

Customer support isn’t limited to chat. The Zendesk platform lets agents switch between serving chats, phone calls, emails, or social media messages. And with the Zendesk Web Widget, customers can ask for help or find the answers themselves, all without interrupting their shopping experience.

 

Zopim is now Zendesk Chat

If you’re in search of Zopim live chat, you’ve come to the right place. Zopim is now called Zendesk Chat. Use Zendesk Chat (formerly Zopim) to provide customers with fast and effective support via websites, mobile apps, and through messaging services.

 

3.2 Features

 

A chat is worth a thousand emails

Add chat to your website or connect your messaging channels and start talking to customers in minutes. Chat and Message let you help customers in real time, which increases customer satisfaction. And satisfied customers are happier customers.

 

 

ENGAGE

Let your fingers do the talking

Customers are three times more likely to make a purchase when you proactively send them a message. Using Chat, you can track your customers and engage them at just the right moment.

 

Triggers

Send targeted and behavior-based messages to customers. For example, you can help customers complete their purchase by automatically reaching out with a chat.

 

Pre-chat & offline forms

Use pre-chat forms to ask visitors for their contact information before starting a chat, or offline forms to ensure customers can contact you even while you’re away.

 

Visitor list

Fishing charter company Fishfishme uses Chat to monitor its website visitors and the pages they are browsing. This lets them target specific users and offer help when they need it.

 

Chat ratings

Chat offers the highest satisfaction rating of any support channel, but there’s always room for improvement. Use chat ratings to gather feedback and continue to improve your performance.

 

File sending

“A picture is worth a thousand words.” It’s a cliché, but in customer support it never gets old. Share any file with your customer—a screenshot, a product guide, even an animated GIF—and solve problems faster.

 

Chatbots

Integrate AI-powered bots into Chat using our API. Learn more about how to automate simple, time-consuming tasks and provide your agents a helping hand.

 

ANALYZE

See how you measure up

Get a bird’s eye view of your chat and agent activity so you have the data to ask the right questions.

Chat and agent reports:

Track your chat volume, monitor agent productivity, and analyze metrics to anticipate customer needs and increase satisfaction.

Real-Time Monitor:

Monitor live data on chat volume, visitor experience, and agent performance.

Conversion tracking:

Create business goals to measure how often your customers complete target objectives—like making a purchase or signing up for your newsletter.

 

CUSTOMIZE

Good looking out

The chat widget is an important brand touchpoint. Make sure it looks like you, so customers know who they’re talking to.

 

Chat Badge

Our customizable Chat Badges let you put an inviting face on the chat widget. Choose from different layouts and themes, or even change the picture completely. The choice is yours.

Web SDK

Build a fully customized end-user facing chat widget to offer visitors a unique and consistent experience.

Third-party services

Chat can be added to any CMS including WordPress, Drupal, Joomla, Wix, SquareSpace, Shopify, Prestashop and Magento.

 

ORGANIZE

Grow with the flow

Delivering quality support while growing your business can be hard. Our sophisticated workflow management features makes things easier.

 

Chat Routing

Automatically assign incoming chats to active agents. This ensures your customers receive prompt support and your agents aren’t overloaded.

 

Chat Tags

Add tags to your chats, give your conversations context, and better understand your customers.

 

Departments

Organize your agents into different teams based on skills, language, expertise, or even brand.

 

Operating Hours

Create a daily or weekly schedule for the chat widget and only appear online during your business hours.

 

Shortcuts

Create templated responses for common requests and deliver swift replies to customers.

 

Roles and Permissions

Specify granular permissions for agents, and control what they have access to in Zendesk Chat.

 

GO SOCIAL

Get the message

Zendesk Message lets your Chat agents connect with customers on messaging apps in a scalable, efficient way. Agents can manage multiple messaging profiles on one dashboard, get historical context on customer conversations, and transfer customer questions from your chatbot into Message.

 

Multi-profile linking

Link multiple profiles from Facebook, Twitter, and LINE. Funnel all conversations to a central location for your agents to manage.

 

Timeline

Jump back to different points in a customer’s conversation history at the click of a button.

 

Analytics

Make sense of all your conversations on messaging apps with metrics like customer satisfaction, response time, resolution time, and more

 

MOBILE

Play nice with any device

 

Mobile chat SDK

Add live chat to your mobile app using our

developer-friendly SDK. With just a few lines of code, your customers can ask for help without ever leaving your app.

Mobile optimized widget

The chat widget is optimized for any and all screen sizes, ensuring your customer has a consistent experience across all their devices.

Mobile apps

Chat apps for Android and iPhone keep support going when agents are on the move.

 

4. Zendesk talk

Talk it out

Connect with customers on a call center solution built right into the Zendesk ticketing system

 

4.1 Overview

 

PHONE SUPPORT SOFTWARE

Start the conversation

A phone conversation is a powerful way to solve a problem—even in the age of email and social media. When customers get help over the phone, agents can resolve complex issues faster and deliver personalized support. Make those conversations happen easily and efficiently with Zendesk Talk.

 

Smooth operator

Talk is cloud-based call center software built right into the Zendesk Support ticketing system, allowing customer service teams to provide phone support from the same platform they use to manage all other channels. With full customer history, automatic ticket creation, and call recording, agents can focus on conversations instead of workflow.

 

TEXT BY ZENDESK

Skip the small talk

For quick questions and easy updates, start texting with your customers. Text lets agents receive texts, automate alerts, and send proactive messages. Each conversation becomes a ticket — with built-in workflows, reporting, and full customer history. Best of all, there’s no coding or additional software required. Learn more about SMS customer service software.

 

Keep in touch

Having the right tools is the key to keeping phone support running smoothly. Talk offers flexible IVR, group routing, and real-time queue monitoring to avoid bottlenecks. And with analytics that deliver insight into what’s happening, support teams can continue to provide flexible, powerful support as businesses grow and change. Learn more about IVR software.

Bring your own

Have your own telephony solution that you want to integrate into Zendesk? No problem, we’ve got you covered.

Zendesk Talk allows our team to deliver excellent customer experiences as our business continues to grow. Our agents have everything they need—customer history, order details and previous tickets—all in one place, for fast, personal support

——Taylor Stitch

 

Come as you are

Talk is a VoIP system, so setup only takes a few minutes. There’s no need to hire additional technicians, retrain agents, or engage new vendors. The only thing a support team needs to get started is an internet connection, a headset, and ears that are ready to listen. Setting up a customer service phone system has never been easier.

 

4.2 Features

 

Features that won't put you on hold

Whether you're just getting started or managing a global support team, Zendesk Talk will support you at every stage of your call center development.

 

The basics

 

LOCAL AND TOLL-FREE NUMBERS

Choose a toll free or local number from over 40 countries or port in an existing number.

 

INBOUND AND OUTBOUND CALLING

Receive unlimited inbound calls from customers. Follow up or provide proactive support with outbound calls.

 

UNLIMITED CONCURRENT CALLS

Make and receive unlimited concurrent calls to support multiple conversations with one phone number.

 

VOICEMAIL

Understand how your knowledge base content evolves over time. See a list of edits and changes, so you can always be up to date with the latest revisions.

 

CUSTOMIZED GREETINGS

Offer branded or localized experiences with multiple greetings for different brands, departments and phone numbers. Record new messages or upload existing audio files for voicemail greetings, available agents, wait, hold and IVR messages.

 

Making and taking calls

 

BROWSER-BASED

Answer or make calls in the Zendesk browser, without any additional phone hardware or equipment.

 

FORWARD TO PHONE

Forward calls to an external number, providing agents the flexibility to take calls from mobile phones or landlines.

 

AUTOMATIC TICKET CREATION

Zendesk automatically turns calls and voicemails into tickets for easy record keeping and issue resolution.

 

WARM TRANSFER

Warm transfer lets agents consult with a new agent before handing off, to make sure the receiving agent is available and ready to help.

 

CALL CONTROL

Mute and unmute as needed from the call console. Place a caller on hold from the call console to consult with another agent or track down other information.

 

CALL RECORDING

Record inbound and outbound calls for easy reference, troubleshooting and QA.

 

CALLER ID AND HISTORY

Automatically surface customer details, including full interaction history from previous emails, chats and other channels, for seamless and personal support.

 

CALL BLOCKING

Compile a blacklist of phone numbers so bots, spammers, or other unwanted callers are automatically disconnected when they call.

 

CONFERENCE CALLING

Allow your agents to consult with a third party and choose to either transfer or add them to the ongoing call, improving the overall customer experience.

 

Routing and queueing calls

 

IVR SYSTEMS

Route customers to the right agent or department and provide recorded responses for frequently asked questions with multi-level interactive voice response (IVR) systems.

 

GROUP ROUTING

Group routing directs calls to specific groups or a set of groups in Zendesk, so that callers are connected with the right agent.

 

ROUND-ROBIN ROUTING

Ensure that calls are always routed to an available agent rather than being lost or sent to voicemail and evenly distributed among support team members.

 

CALL QUEUES

Set a maximum wait time and queue size to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed the limits are directed to voicemail.

 

BUSINESS HOURS

Define business hours to let customers know your phone support availability. Calls received outside of business hours are sent to voicemail.

 

CALLBACK FROM QUEUE

Allow customers to request a callback instead of waiting in a queue for a live agent.

 

OVERFLOW AND AFTER HOURS ROUTING

Route calls received when agents are busy or after hours to an alternate phone number, ensuring callers always connect with a live agent.

 

Text

 

LOCAL AND TOLL-FREE NUMBERS

Choose a toll-free or local number for text support. Where available, use the same phone number for Talk and Text.*

 

INBOUND SMS

Receive and respond to inbound text (SMS, or short message service) messages from customers. Inbound texts automatically create tickets, and agent replies are sent as texts.

 

INBOUND MMS

Receive inbound MMS (multimedia messaging service) so customers can send you photos and emojis.*

 

OUTBOUND SMS

Send outbound texts in response to your customers’ texts, or create tickets to send proactive outbound texts using triggers and notifications.

 

SMS NOTIFICATIONS

Use triggers to automatically send SMS notifications to customers or agents based on ticket actions.

 

SUPPORT WORKFLOW

Apply time-saving tools like macros, triggers, and other business automations — so you can scale up your text support easily.

 

VIEWS AND REPORTING

Text is a channel inside Zendesk Support, so you can manage text support with views and ticket-level reporting.

 

Monitoring and reporting

 

REAL-TIME DASHBOARDS

Zendesk supports real-time decisions with real-time call data. Interactive dashboards crunch team data down to a granular level, including wait time, hold time, and abandoned calls, so managers can adapt in-the-moment to fluctuations in call volume.

 

ADVANCED ANALYTICS

Track and measure operational performance. Insights help you understand how voice support fits into your multi-channel support strategy.

 

CALL MONITORING AND BARGING

Ensure call quality and train agents – managers may listen or "barge" into ongoing calls between customers and agents.

 

Reliability and services

 

FAILOVER

Failover automatically forwards incoming calls to an alternate number in the unlikely event of a Zendesk outage, ensuring important calls always come through.

 

GLOBAL LOW LATENCY

Zendesk Talk is built on enterprise-grade technology with Global Low Latency (GLL) architecture and redundant, clustered architecture for enhanced reliability and high availability.

 

TALK USAGE 99.95% SLA

We back our 99.95% usage SLA with service credits and help teams troubleshoot and prevent outages with monthly diagnostics.*

 

TWILIO INFRASTRUCTURE

Zendesk Talk is built on the Twilio cloud communication platform. Twilio is a leading IaaS company that powers communications for companies including WalMart, Coca-Cola, Uber and Salesforce.com. For more information, check out https://www.twilio.com/.

 

Telephony integrations

 

CTI TOOLKIT

Zendesk Talk Partner Edition allows you to access our Computer telephony integration (CTI) toolkit to integrate your own telephony solution directly into Zendesk Support for embedded softphone, caller ID and history, tickets with call data and agent assignment and more.

 

TELEPHONY PARTNERS

Get started right away with 70+ out-of-the-the-box telephony apps that plug directly into the Zendesk ticketing system.