Compare Helpdesk: Can Zendesk Improve Your Help Desk Processes?
Some fast-growing and long-established companies are utilizing the features in Zendesk to cater to their helpdesk needs. From Xerox to Groupon, they’re utilizing tools, many of them highly customizable, to create efficiencies. Here are some of the leading features of the popular helpdesk software option.
Compare Helpdesk and Take a Look at Zendesk’s Ticket Management
Zendesk’s ticket management lets you automate your business process. You can set up support request workflows that suit your needs and create action-based notifications to give your customers the latest updates. This process works for your support teams too–they’ll be sent alerts if they’re missing targets. Zendesk’s ticket management feature also gives you the ability to collaborate with other team members in the company. You can share support tickets with the staff, allowing them to focus their expertise where it’s needed most.
Zendesk’s Multi-Channel Support Highlighted When you Compare Helpdesk Vendors
Customers are increasingly mobile in their use of technology. Zendesk allows you to engage them in their preferred channels, be it through Twitter, email, phone, or the Web. For example, Zendesk allows you to take an email and turn it into a support ticket. When you compare helpdesk software from Zendesk to others, you’ll see that Zendesk allows you to create a call center and deliver support over the phone with ease. Even tweets can be turned into support tickets. Another unique perk when you compare helpdesk options is that Zendesk implements a live chat feature that allows you to converse in private with your customers.
Compare Helpdesk: Reporting and Analytics with Zendesk
Delivering the most efficient services requires a company to have greater visibility into its operations. Zendesk helps you achieve this by deploying a built-in reporting system that displays the pertinent information through graphs. Integrated with GoodData, Zendesk includes a complete reporting and analytics toolset, giving access to 20 reports and dashboards that let you see trending metrics, sources of tickets, resolution times, and customer satisfaction ratings. When you compare helpdesk options with other vendors, you’ll see that Zendesk’s report mashups and reporting give you an edge on helpdesk metrics, which can be correlated with data from your CRM system.
As you Compare Helpdesk Solutions Zendesk’s Self-Service and Integrations Give it the Edge
Using self-service tools, you can push tickets to your community who can share their answers and contributions. A “questions” forum empowers the community and gives them a resource for answers. Native integrations with top-notch CRM, projects management tools, and more give Zendesk an edge when you compare helpdesk solutions. Zendesk integrates with such big names like Google Analytics, NetSuite, Salesforce, and 63 other companies.
Compare Helpdesk Solutions and Take Note of Zendesk’s Customization Options
Users are especially keen on Zendesk’s customization abilities when they compare helpdesk options. You have the option of changing the color settings in the interface and you can add your own logo. Cascading Style Sheets give you control over the support portal design. You can also choose between layouts, menus, languages, and fonts. In addition, Zendesk currently supports 40 languages in every time zone on Earth.
Some users are not sold on the simplicity of Zendesk’s help tickets; although, that can be remedied with the customization abilities. Some users also report challenges with Zendesk’s JavaScript widget. For instance, you can add JavaScript widgets to a page, but they come out on the bottom of the document. Price has been an issue for some small amount of prospective users too. Despite these issues, Zendesk delivers powerful features that you will see when you compare helpdesk options.