Zendesk Support is designed to be flexible. Conﬁgure any workflow, from the simplest to most complex, increasing the functionality of the helpdesk with hundreds of available apps or create sophisticated customizations with APIs. Everything is possible.
Chat allows the agent to communicate with the customer via websites, mobile apps and popular messaging apps like Facebook Messenger, Twitter and LINE. The team can create enduring relationships with customers using the tools they prefer.
The Pop-Up Screen is a way to ensure that the contact centre agents are ready to assist the customers before answering a call. It’s easy, automatic, and extremely useful for speeding up the resolution of calls. Imagine the time (and the customer’s frustration!) saved when the contact centre agent doesn’t have to waste the first five minutes of the call obtaining information from the customers regarding their surnames and reading their identification number, etc. The Pop-Up Screen also allows the agent to customise the conversation from the start, which improve customer satisfaction. For example, the agents can answer calls greeting the customer by name.
Click-to-dial allows you to make a call immediately without dialing a number, simply clicking on the phone number of the Zendesk ticket.