Maintaining customer relationships is at the top of every company’s agenda. After all, it’s no secret that it’s cheaper to invest in existing customers than to constantly go out and acquire new ones.
Fortunately, many tools are available today to make customer service management easier and help to meet customer needs. This article explains how Zendesk works, what the software can do, and why Zendesk fits perfectly into the gominga ecosystem.
How Zendesk works – A brief description of the customer service management tool
Zendesk is a cloud-based platform that helps companies to professionalize their customer service and support. Specifically, Zendesk offers features such as help desk ticketing, various self-service functions, and customer service support functions. It makes it easy to keep track of open requests and tickets.
But how does Zendesk work, technically speaking? Zendesk is technically based on the modern web app framework Ruby on Rails. It allows easy and efficient integration with various popular content management systems and customer relationship management tools. Zendesk also integrates easily with email programs to send campaigns directly from them. In addition, the software runs on both desktop devices and mobile devices.
Zendesk is customizable to meet the needs of any organization. For example, tasks and roles can be assigned, and lists and reports can be created. Overall, Zendesk has very comprehensive functions. It includes queue management as well as the ability to chat live with customers or contact management for sales.
With Zendesk, omnichannel customer service can be managed efficiently and easily, as the software consists of six different tools that complement each other perfectly. In detail, these are the following functions:
- Support
- Guide
- Chat
- Talk
- Message
- Explore.
This range of functions makes it possible to respond perfectly to every customer. Regardless of the channel: whether the customer contacts you by phone, via the website, or via social networks.
The advantages and disadvantages of Zendesk at a glance
Zendesk is a well-designed tool and can be used by companies of all sizes – from startups to large corporations. One of the best advantages of Zendesk is that it runs cloud-based. That means it’s one of those tools that can be used as software-as-a-service (SaaS). It conserves in-house resources. As the company grows, the Zendesk integration simply grows along, because the tool is scalable.
In addition, Zendesk is very user-friendly and agile. It only takes a few hours to set up, and subsequent adjustments are easy to implement, too. Afterwards, the tool can be used via a variety of end devices. These include PCs, smartphones (iPhone, Android, Windows Phone), and tablets.
Furthermore, the integration of different channels is extremely simple. Via Zendesk, inquiries can be integrated by email, by phone, or via the contact form on the company’s website, and also social media channels such as Facebook, Twitter, or LinkedIn. The use of artificial intelligence and the options for personalization round off the range of functions. The result is that response times can be significantly shortened, and the productivity of customer service employees is significantly increased.
Another advantage is the extensive API. It implies that Zendesk is easily connectable to many other tools anc vice-versa. The Zendesk Marketplace includes more than 1,000 apps that can be connected to your Zendesk account. Of course, Zendesk makes it easy to comply with all data protection requirements.
There are no real disadvantages with Zendesk. The only thing to note is that there are, of course, costs for use. Zendesk offers various subscription models for this. It can be a bit confusing in the beginning. However, the subscription model allows each company to find the right subscription for its individual needs. Billing is per month and user. It means that companies only pay for the services they need.
gominga and Zendesk – how the integration of the two systems works
Your company uses Zendesk for customer service, and now you want to integrate online reviews and questions into your Zendesk ticketing system? No problem!
Integrating all your review data into Zendesk is very easy. gominga has developed a special integration to Zendesk for this purpose. The gominga Review Manager is available on the Zendesk marketplace as a dedicated app. The technical integration is a piece of cake. This enables the processing of reviews and questions from various channels directly in the Zendesk interface.
For example, you can answer Amazon product questions or Google reviews directly in your Zendesk ticket management interface. With the gominga technology, these answers are published directly to the respective platform.
The advantages of the gominga integration
The integration makes it very easy to manage your customer reviews via Zendesk. Not only can all customer service requests be managed in Zendesk, but customer feedback from all relevant online channels can also be taken into account. Of course, it includes channels such as Amazon, Google, Trustpilot, or Bazaarvoice. It gives a comprehensive picture of how customers, potential customers, and other users of the Internet talk and think about your own company.
With the Zendesk integration, gominga offers all enterprise clients the possibility to manage all ratings, reviews, and Q&A of national and international platforms easily and comfortably in a familiar environment. Of course, gominga provides all relevant and review-specific data points such as star rating, platform, language, etc. in the so-called Zendesk Custom Fields. It facilitates the processing of tickets and enables a professional workflow in Zendesk.
