6/4/2023 0 Comments Zendesk pricing![]() ![]() ![]() Agents can contact their colleagues via email or Slack using the side conversation feature, which stores responses within the ticket. It generates a score between 0 and 100 based on the customer’s comments to alert the agent on immediate attention.Ĭollaboration – This optional functionality allows agents to reach out to their team members for help without leaving a ticket. In addition, the Satisfaction Prediction score can use machine learning to predict a customer’s satisfaction during the experience. ![]() Managers can measure customer satisfaction using two types of surveys: CSAT Ratings and Net Promoter Score (NPS). The performance dashboard can show ticket volume, agent responses and other details. Insights – Zendesk Support provides analytical tools for measuring agent performance, customer satisfaction and other metrics. And the dynamic content feature inserts the detail of the ticket in the customer’s preferred language so the agent doesn’t need to translate anything. In addition, the customer context feature lets agents see a customer’s relevant details (e.g., purchase information or interaction history) so that they can provide a personalized response. For example, managers can set up predefined macros to provide standardized responses to frequent requests and create business rules that automate workflows (e.g., skill-based routing). They can also monitor Service Level Agreements (SLA) via a dashboard that shows the deadline for the ticket response, ensuring it doesn’t fall through the cracks.Īgent productivity tools – There are several features of Zendesk Support that help agents become more productive. With the ticket forms feature, agents can create multiple support request forms using their unique ticket fields. To prevent picking tickets at random, the guided mode feature gives agents a sequence of tickets to work on. In the software, agents can see a list of tickets based on status or other criteria. A support widget can also be embedded on the company’s website so that customers can access the knowledge base or submit a ticket. Help desk management – Agents can communicate with customers by email, Twitter or Facebook without leaving Zendesk Support. The software supports up to 28 languages, so agents can access their account in their preferred language. If a company has multiple brands, they can set up and manage each portal from a single account. Here are some of the key features of Zendesk Support.Ĭustomization – Companies can customize their help desk portals by adding their logo, colors and other designs to reflect their brands. The Zendesk Suite has four pricing plans that start at $49 per agent, per month. It includes features such as customer context, business routing, analytics and more. There’s a Zendesk Suite platform that includes live chat, voice and a help center for full omnichannel and self-service functionality. A mobile app for agents to access tickets on the go.Automated features that improve agent productivity.The software has numerous benefits, including: The software gives agents the relevant details needed to provide customers with a more personalized experience, and it has custom features to fit a company’s unique needs. Zendesk Support is a cloud-based help desk solution that empowers customer service agents to assist customers quickly and efficiently by prioritizing tickets. ![]()
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