Zendesk ita
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Customer care, customer service, ticketing system, italiano.
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Zendesk ita
- 1. Zendesk Resources and GuidelinesUna piattaforma omnichannel per costruire migliori relazioni con i clienti
- 2. Email Chat / Messaging Phone Ad oggi, la maggior parte del software di gestione clienti porta a customer experience frammentate
- 3. Fiducia Efficienza Fedeltà Transparenza Personalizzazione Istantaneità Le relazioni di supporto hanno due facce: le esigenze del cliente, e le esigenze dell’azienda Cosa vogliono le aziende Cosa vogliono i clienti Omnichannel Le due facce delle relazioni di supporto
- 4. Le aspettative dei consumatori sono cambiate ISTANTANEA OMNI CHANNELPERSONALIZZATATRASPARENTE
- 5. Omnichannel è una risposta alle aspettative del cliente, 64% 87% dei clienti si aspettano di ricevere assistenza in real- time a prescindere da quali canali usano dei clienti pensano che i brand debbano impegnarsi di più ad offrire una customer experience senza interruzioni I consumatori vogliono conversazioni fluide e senza interruzioni fra un canale e l’altro Reference: Zendesk Research
- 6. Zendesk aiuta a migliorare i rapporti che hai con i tuoi clienti
- 7. End-User Experience - su ogni canale senza sforzo FAQ, Chat, modulo di contatto disponibili attraverso il Web Widget Incorpora il supporto nella tua APP Omnichannel web widget & mobile SDK
- 8. Support experience senza interruzioni con il web widget omnichannel
- 9. Agent Experience - Una singola interfaccia per gestire più canali
- 10. Una piattaforma di supporto flessibile ed integrata 600+ apps ed integrazioni preconfigurate Zendesk plug & play apps Integra Zendesk con altre piattaforme Esportare ed importa dati Costruisci la tua APP con App Framework
- 11. “Usiamo Zendesk perchè e efficiente, flessibile, semplice. Possiamo gestire il sistema più velocemente e monitorare i team da posti diversi, senza aver sprecato troppo tempo a imparare come navigare e personalizzare il sistema. Zendesk è la scelta giusta per noi.” Maria Kozlova Data Analyst ONEPLUS - GLOBAL 86% One-Touch Resolution Rate per Chat 4 Canali offerti 37 Paesi serviti 5 Teams usano Zendesk Support, Chat, Talk and Guide
Editor's Notes
- Because today, most customer support software is siloed and this leads to fragmented experiences We know there are two sides to every relationship, but business software for too long has been one-sided Built for the business, not the customer experience Leading to suboptimal, fragmented customer experiences, where info has to be repeated, context is lost, conversations are not seamless across different engagement channels This results in lower customer satisfaction, frustration, and ultimately impacts brand loyalty and customer churn There must be a better way
- Like every relationship, there’s two sides. There's what you want as a business*. You want your customers to trust you, you want that trust to evolve into loyalty (decrease churn, increase repeat business or expansion of your business) and eventually into evangelism where your customers are bringing their mom, their sister, their friend and their 3rd grade teacher to you. But on the customer side, they have demands you have to meet in order to earn that. They want you to be responsive, to empower them and give them the information they need to get on with their lives and they want you to be transparent and honest with them. This creates tension. In the Effortless Experience, the CEB found that every support interaction you have with a customer is 4x as likely to decrease loyalty as to increase it**. That puts a ton of pressure on you and your team, every time you're out there with a customer you've got this narrow chance to make that interaction build UP your relationship rather than tear it DOWN. ----------- *76% of businesses expect to compete on customer experience, according to Gartner **CEB effortless experience ***Over half of customer service executives rank increasingly high customer expectations as the largest influence on customer satisfaction, GatePoint Research: Technology Trends in Customer Support Centers, Dec 2016 you must do the things in the right hand circle all the time in order to earn the stuff in the left hand circle....you F up once and it breaks, which is why it's hard. 45% raising revenue At the top of the organization, the
- Customer service has a major impact on the bottom line This is how you will be judged on whether or not you got it right And we, as consumers, expect more from companies these days We want things done instantly, we want to know what’s happening every step of the way, we want a personalized experience, and we want access on any device, at any time, from anywhere.
- And original research from Zendesk supports these changing dynamics…... 64% expect real time assistance across the channels they use and 87% feel that brands need to put more effort into making experiences more seamless These shifts are real, and companies that do not keep up, will become less relevant in the coming years, or be eaten by competitors who do a better job of it. http://d16cvnquvjw7pr.cloudfront.net/resources/whitepapers/Omnichannel-Customer-Service-Gap.pdf Source: https://d26a57ydsghvgx.cloudfront.net/content/resources/A-Retailers-Guide-to-Getting-Omnichannel-Customer-Service-Right.pdf
- Zendesk e’ un software creato per migliorare le interazioni umane e ottimizzare i rapporti con i clienti. Siamo nati come azienda di help desk e diventati una piattaforma multi-canale con prodotti focalizzati sul ciclo intero delle relazioni. La famiglia dei prodotti Zendesk aiuta le organizzazioni a capire i propri clienti, migliorare la comunicazione, capire il loro comportamento ed offrire supporto.
- With Zendesk’s web widget and mobile SDK you can create a seamless support experience for your customers so they can get help right when and where they need it without having to leave your website or exit your app. Through these embeddables, you can incorporate help center content, live chat, support forms, and Talk [Q1/18] natively into any app, website, or standalone device, increasing the efficiency of support interactions and keeping friction to a minimum for your customers.
- With Zendesk’s web widget and mobile SDK you can create a seamless support experience for your customers so they can get help right when and where they need it without having to leave your website or exit your app. Through these embeddables, you can incorporate help center content, live chat, support forms, and Talk [Q1/18] natively into any app, website, or standalone device, increasing the efficiency of support interactions and keeping friction to a minimum for your customers.
- Katie emails a question about sizing using Zendesk Support She’s asking for more information so the agent is able to give her a call using Zendesk Talk The customer forgot to ask a question about the item and uses Zendesk Chat to communicate with the agent
- Abbiamo un marketplace con piu’ di 500 Apps ed integrazioni per permettervi di connetervi alla vostra applicazione di business preferita ed avere una visione olistica a 360 gradi di vari informazioni relative al caso/cliente. Integrazione con + 20 chat
- OnePlus; Industry: Technology and Manufacturing; Products Used: Support, Chat, Guide, Talk; MRR: $46,979.08; Agents: ~600; # of Employees: ~1000 Customer Since: 2014 Use Case: A global cell phone manufacturer, OnePlus uses Zendesk's Omnichannel Solution (Support, Chat, Guide, Talk) to support their customer base. They are big fans of live chat, with 60% of their volume coming through that channel, and an impressive 86% one-touch resolution rate. Used Zendesk Support for email ticketing as their support organization rapidly scaled to double in size Decided to expand into additional support channels, and after assessing their tools, decided it was inefficient to have different regional teams using disparate tools. Opted to standardize with Zendesk Omnichannel solution - adding chat and talk, as well as guide for knowledge management 60 percent of all support inquiries now come in through live chat, which OnePlus offers in English, Italian, Spanish, and French. Lean on triggers and business rules to automate tasks and improve agent efficiency Their organization has become so support forward that customers occasionally call and ask to speak with a certain support representative they have a great relationship with OnePlus uses Zendesk Guide’s knowledge base functionality to keep all agent knowledge centrally located. Agents can search the knowledge base to find videos, webinar recordings, detailed instructions, and other useful information. Each OnePlus call center designates a trainer responsible for maintaining the knowledge base to ensure that it’s regularly updated with the most current resources. Notable Quotes: Omnichannel solution: “We wanted to offer more channels and the best thing to do was to use Zendesk for everything,” Tom said. “It was so easy to implement, and it’s flexible, if we need to import data into another system or integrate with third-party tools.” Omnichannel: “It’s helpful to have everything in the same system so the team doesn’t have to switch back and forth between products.” Ease of use: “You can do it by yourself, but it’s very good to know that there are people who are always ready to help you.” Zendesk Guide: “It’s the best help center tool I’ve ever used.”