What is Zendesk Used For? A Comprehensive Guide

Customer satisfaction plays a pivotal role in company success. Businesses nowadays, especially SaaS companies, are on the hunt for tools that can help them streamline their workflow and improve client interactions. Zendesk is one such tool that can enhance a company’s overall efficiency with its customer engagement software.

In this blog, we will discuss what is Zendesk used for, and explore its role in customer support and management for SaaS businesses.

What is Zendesk and How Does it Work?

One of the oldest and most popular cloud-based customer service platforms, Zendesk uses the SaaS (software-as-a-service) model to help businesses keep on top of their client management needs. Zendesk offers a variety of features like ticketing services, email marketing, and live chats aimed at improving the customer support experience. It’s a comprehensive customer service aid that can integrate with an array of third-party software.

What is Zendesk Used For in Business?

Choosing a customer service platform for your business requires a closer look at the functions and features it offers. What is Zendesk used for essentially is its support features like the ticketing system, live chat, messaging, etc. Let’s deep dive into how these functions can be best utilized for your business needs:

Ticketing Services

Zendesk’s support system automatically generates tickets based on incoming requests before dividing them into categories and assigning them to the appropriate agents. This ticketing system essentially collects requests from emails, messages, chats, etc. into one location to better track customer queries and reply to them in a timely fashion. This makes for a smoother customer service experience.

Messaging and Live Chat

Zendesk offers two kinds of chat features: Zendesk Messaging and Zendesk Live Chat.

With Zendesk Messaging you can make use of the chatting facilities of other apps like FaceBook Messenger and WhatsApp. All these conversations are centralized through Zendesk Messenger, helping you keep track of customer conversations across multiple platforms. Zendesk Live Chat, however, only lets you converse with clients through the website. It doesn’t centralize conversations from other messaging platforms.

These Zendesk messaging features allow businesses to interact with customers in real-time and respond to urgent queries quickly. This helps improve customer experience and can even lead to better conversion rates for your company as clients feel their needs are met.

Knowledge Base

With Zendesk’s Knowledge Base Management tool, you can build an on-demand scalable support system to answer commonly asked questions and to provide guidance on your product’s service or features. Zendesk lets you embed within your website support options like the Web Widget and Mobile SDK, allowing users to search more easily for the relevant product documentation. With this knowledge base feature, customers can solve their issues independently, reducing your customer service agents’ workload.

Reporting and Analytics

You can collect and analyze customer data with Zendesk Explore, gathering information about your client’s interactions with your product and services. With this Zendesk feature you get regularly updated performance reports and can track metrics like ticket resolution rates and client satisfaction scores. This data can then be used to identify areas of improvement for better customer experiences in the future.

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Integrating Zendesk with Subscription Management Software

Integrating with Zendesk creates a link between your service operations and subscription data, allowing agents access to detailed customer information e.g. payment history and subscription status directly through the Zendesk platform. This helps agents to solve issues more efficiently as they don’t have to go back and forth between different systems to address concerns like subscription fees, proration charges, etc.

Zendesk’s automated ticketing services also streamline operations by making sure that requests are logged quickly and assigned to the appropriate team for handling. This decreases the response time, improving customer satisfaction rates. Moreover, Zendesk’s analytics and reporting features integrated with subscription billing provide valuable insights regarding customer data and subscription trends. Clients can be offered more informed, personalized support as this data can be leveraged for more informed and strategic decision-making by company leaders.

To better manage your product or service subscriptions integrate Zendesk with your preferred recurring billing management software, like for example SubscriptionFlow. SubscriptionFlow’s Zendesk integration offers all the features mentioned above. It’s developer-friendly, providing all the necessary documentation and tools for a smooth integration process.

Pros and Cons of Using Zendesk

After understanding what is Zendesk used for, it’s necessary to evaluate its pros and cons in terms of price, data privacy, etc.

Pros

Zendesk is an one-in-all customer engagement platform, centralizing chats, messaging, social media, phone, and emailing in one location for ease of access. For global companies with wide and diverse customer bases, Zendesk can prove to be a critical resource, especially with its ability to support multiple languages. Prices for Zendesk plans start from $55 per month per agent, which for large, well established companies is not too steep an amount. Moreover, it offers advanced data protection and privacy services and is compliant with industry standards like CCPA, UK GDPR, etc.

Cons

For all of Zendesk’s advantages, it might not be the right customer service platform for all kinds of businesses. For small to medium-sized businesses that need to scale in the future, Zendesk can be a costly investment with its potentially steep price tag and complicated pricing tiers. Additionally, some of the best support features are only available with premium plans. Furthermore, with the amount of functions Zendesk offers, it can take time for new users to familiarize themselves with all its new features, posing a time management issue.

Bottom Line

In conclusion, Zendesk is a powerful customer support tool designed to streamline workflows and improve customer engagement. Integrating Zendesk with third-party software like SubscriptionFlow helps businesses leverage Zendesk’s ticketing system and analytics features to optimize support processes and drive growth. Book a demo with SubscriptionFlow now and find out for yourself not only how robust a software it is at managing your subscriptions for you, but also how well it handles all payments made in various cryptocurrencies!