Zendesk responds to global CX pressures

Customers’ needs and expectations are growing with the launch of Zendesk Enterprise Explore.

The global pandemic may have only accelerated current trends in digital engagement between customers and brands, but the acceleration is straining the customer experience.

CX starts with marketing and moves on to sales and customer service (it probably has its own, but less obvious rights that come out of the product and supply chain). Customer service is Zendesk’s strong point – it was founded as a provider of customer service software, but has since added sales automation, CRM, and omnichannel messaging.

The service is under pressure. Support is a big business today, according to a survey of 23,000 Zendesk companies worldwide. Support teams, many of which now work remotely, are facing a sharp increase in the number of tickets. They are growing steadily for 11 consecutive weeks (an overall increase of 16%), and although volumes have stabilized, the decline does not seem to be visible in most sectors.

There are exceptions: online grocery stores still have 70% more tickets, but those were down more than 170% in mid-April when customers heard about the service.

Discover the company. Explore Enterprise provides real-time analytics through Zendesk sales and support packages to identify trends, issues, and opportunities and assess agent effectiveness.

We spoke with Jon Aniano, SVP product of Zendesk CRM applications, to get an idea of how this version is responding to the current climate. ‘People are now more connected to their homes, some cannot visit physical stores and can act in terms of customer experience or service. Instead, everyone sits in front of a computer or mobile device and can pair it. Company. Digital channels “.

Currently, there is an “insatiable demand” among customer teams for additional analysis and insights about customer satisfaction and efficiency.

So far, Zendesk is compatible with Explore Professional, but Explore Enterprise, available August 1, offers several enhancements to the existing solution. “There are two, in particular, I want to talk about,”. One of them is Live Team Dashboards. Before everyone starts working from home, you can have customers on a contact center floor and have large monitors such as number of consecutive chats, number of tickets in progress, average CSAT, number of online agents, average service time. “

Zendesk now presents these metrics directly in the form of a panel, providing real-time visibility not to the contact center floor, but to everyone’s personal screens, secondary monitors, or a browser tab.

Share statistics. 

The second major update is advanced sharing. When customer experience activities happen on Zendesk, you have a lot of information to share with people in the company. Previously, you could share it with other Zendesk users. We took it and opened it. You can now share dashboards with anyone in the company or have a Zendesk license and share Google Docs. “

Probably not everyone has the same user rights as someone with a Zendesk seat? People with access to Zendesk can customize the dashboard, change statistics and create a new version. The other area uses tickets, and if you don’t have access to Zendesk, you can’t. “

In a remote world.

 Zendesk has not developed these features because of COVID, Aniano noted. But in a world where everyone has adapted to new behaviors, usually working remotely, logging into the Live Team Dashboard, and sharing dashboards with everyone in the company via a single link, there is a powerful set of features that customers can take advantage of pull and adjust. . the world at a distance. work. ‘

According to Aniano, another ad is about Smooch, the omnichannel messaging platform that Zendesk acquired last year and has since been rebranded as Sunshine Conversations. Most of the time, multi-person conversations are available this month – the ability to add third parties to conversations between the agent and the customer. In customer service, it’s easy to involve three, four, five people in a transaction. For groceries, the online business can take the order, a restaurant or store, a delivery person – anyone can now join the conversation.

Because we care.

 The future of CX is primarily digital, and while marketing can have CX for most brands, communication, and after-sales service are important elements. Zendesk analyzes the pressure from the entire audience for answers and works on the script accordingly.

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