Your customers are today more demanding than ever before. The world of social media means that they expect support in a flash – almost instantaneously. Trouble is, customer support management can be costly, at least without the right tool to hand.
Zendesk is a customer support desk, with features that include a ticketing system, knowledge base, community forums, help desk software, and robust security.
Since their early days they’ve branched out into customer chat, integration and apps, and insights and analytics (to name but a few).
Their pricing is split as according to your needs, either Essential (£5 per agent, per month), Team (£15 per agent, per month) and Professional (£39 per agent, per month); the first package offers email and social channels, a basic help centre and a web widget, while the latter equips you with all of the above, plus multilingual content, CSAT surveys and custom reports & dashboards.
Jostling for attention alongside Zendesk are platforms including: TeamSupport, Freshdesk and Zoho, each of which are respectable contenders for the customer support crown, yet few rival the low costs of Zendesk, nor the ability to build up and extend the customer service platform as you go (both key concerns for the fledgling start-up business).
“We tried lots of ways to make the system better before finding Zendesk Support. From sharing spreadsheets, which was nightmare, to annotating invoices with comments within the finance system. Even this still meant contacting procurement to alert them to a query. I was really drawn to the fact it could interface with our financial system. It provided a way to stop the team re-keying all the invoice information every time they had a problem invoice.”Graeme Carmichael, Financial Accountant at NHSGGC
Description: Customer Support
Operating System: Cloud
Application Category: Operations