Zendesk is a Danish company that rents customer service (cloud) software and services. Its resources are aimed mainly at retail and wholesale, e-commerce and omnichannel companies.
Some Zendesk features like “Chat”, for example, can be integrated into online stores like yours. With this you can answer questions from people who are visiting your sales pages and thus increase conversion.
For your information, online stores like OQVestir and Gregory , created by the e-Plus agency using the VTEX platform , utilize Zendesk features . Take a look at them! But besides the aforementioned chat, what other Zendesk systems could be useful for your business? Keep reading to find out!
As soon as you can, also click on “ 10 customer service channels in e-commerce ” and read a complementary post!
KEY ZENDESK RESOURCES
The main Zendesk features are:
Support:
The Zendesk Support system makes it possible for customers to open support tickets. You can monitor, resolve or prioritize the fulfillment of these tickets. For virtual stores selling and maintaining computers, for example, this feature is great. It is also ideal for exchanges and returns. It costs from 5 to 199 dollars monthly.
Guide:
Zendesk Guide is a smart knowledge base and self-service tool. This system allows you to organize frequently asked questions , product details, various policies, and other types of content for your online store. Everything can be created in one place and then distributed to various service channels as needed. It costs between $15 and $50 per month.
Chat:
Zendesk Chat is an application that allows you to serve customers via the web, mobile devices and real-time messenger apps. With it, you offer a constant support presence, but without interfering with the consumer's shopping experience. In addition, it generates reports that help you understand your customers. It costs from 14 to 59 dollars per month.
Talk:
Zendesk Talk is an integrated telephony software that works in the cloud. Use this feature if you find it necessary to include voice conversations to close the sale of a product or service, for example. Like chat, it also generates service reports that help you improve your business. It costs from 19 to 89 dollars per month.
Sell:
Zendesk Sell is a Sales Customer Relationship Management (CRM). It integrates sales conversations and thus allows your entire team to visualize the process as a whole. This, in turn, allows your salespeople to deliver the best solutions on time and in the right way. It costs from 19 to 199 dollars monthly.
Explore:
The Zendesk Explore system provides customer service analytics, which makes it easier to understand their behavior. In this way, it becomes much more practical to find problems and opportunities. In the end, this information helps you to perform a more accurate service and thus sell more. It costs from 9 to 29 dollars monthly.
Gather:
Zendesk Gather is for anyone who needs to create a forum within their online store or other type of e-commerce site. With this, your customers will be able to talk and ask each other about the products and services that your company sells. Also, you can include a moderator/vendor within the forum. It costs 9 dollars a month.
Sales Suite:
Zendesk Sales Suite is software that automates contacting your leads (subscribers). It keeps all your emails, calls, chats and other contacts in one place. This makes it easier for your salespeople to find the information they need, which undoubtedly helps them increase productivity. It costs from 79 to 125 dollars monthly.
Support Suite:
Zendesk Support Suite is a system that has a set of tools and processes that work in any service channel. It makes it possible to optimize your team's work via email, chat, phone, messenger apps like Facebook Messenger and Whatsapp, for example. It is the most complete solution. It costs from 89 to 149 dollars monthly.
IS IT WORTH USING ZENDESK?
Zendesk, as well as other tools for online stores, undoubtedly makes it possible to improve the service and sales of your business. However, given that it has several features, it is necessary to test for some time to find the one that will provide the best return. And, finally, already doing my “merchan” here, if you need to, call the e-Plus agency to help you with the integrations and tests. =)
As soon as you can, also click on “ Video chat e-commerce ” and read a complementary post!
