What is Zendesk?
Zendesk is a platform dedicated to customers, whether for support, engagement, or sales. It is efficient and easy to use, making it one of the top choices for businesses looking to better serve their customers.
HOW IT WORKS
TRACK AND MANAGE
The in-built Sales CRM allows you to track and manage customers throughout their sales journey with your brand for increased efficiency.
INSIGHTS AND ANALYTICS
Leverage the information you have by analyzing data to develop thorough insights and actionable reports that will benefit your customers.
LIVE CHAT
Speak one and one with customers directly with the live chat functionality built into the Zendesk Suite, meaning you are always reachable.
DETAILED GUIDES AND FAQs
Through the use of helpful guides and FAQs, you can ensure customers have a way to troubleshoot their issues and learn more about your services.
How Skyline supports customers using Zendesk
Using Zendesk, we will enable and empower your customers with high-quality support, guidance and services.
Live Chat
- Customer initiates a chat with a message on Zendesk Live Chat
- A member of the customer service team will introduce themself
- We’ll check the customers concerns and provide them with the best possible resolution
- We’ll guide the customer until the issue is fixed
Depending on the resolution, we may need to convert the chat to a ticket for investigation or follow-ups
Knowledge Base
- Take note of and understand common queries and questions from customers
- Write up guides that help customers to troubleshoot and find solutions to these issues themselves
- Over time, build an extensive self-service knowledge base that empowers customers, saving time and resources
Analytics
- Set up a system that tracks data as it comes in
- Manage and measure incoming messages based on channel
- Analyze data to identify incoming traffic, areas of improvement, and growth
- Distribute resources accordingly for better efficiency and increased customer satisfaction