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Zendesk是什么？是什么软件呢？

DEMETER ICT

Zendesk是什么？是什么软件呢？

Zendesk 是一个客户服务平台，通过使用Zendesk，你可以处理来自各个渠道的客户消息。不管你的客户是通过电话，在线聊天，邮件，社交媒体还是其他渠道发来的消息，你都可以在Zendesk后台轻松处理客户的问题，并且可以监督客服工作人员的工作效率。

Zendesk 提供一应俱全的客户关系管理(CRM) 工具，不管是创业公司或是大企业，如果想改善当前的客户服务水平，Zendesk都能满足你的需求。

Zendesk的主要功能 :

第一，强大的工单系统

 

客服工单系统软件将所有的客户问题整合在一起，Zendesk用户可以在后台统一处理来自各个渠道客户的请求。登录你的帐号，你就能看到所有的会话。

 

第二，知识乐园

 

知识乐园帮助你创建，管理，分享关于如何使用Zendesk。你可以将这些知识点分享给你的客服人员，特定的顾客或者大众。简单讲，就是一个FAQ的页面，你可以找到所有问题的答案。

 

第三，社区论坛

 

加深和强化客户关系的一个好方法，就是围绕你的公司和产品建立在线论坛。客户的反馈是理解你的客户的关键所在。论坛提供了一个用户间交流的场所，你不仅可以获得更详细的，更真实的客户反馈，而且你的用户会帮你解决其他用户的问题，减少你的客服工作量。

Zendesk的产品矩阵 —— Zendesk Suite

当前拥有7种产品：Support，Guide，Chat，Talk，Gather，Sell 和Explore（最新版本），其中包含以下简短详细信息：

customize-personalize——supportzendesk
 

Support 综合客户支持

跟踪系统，以发布服务号码或工单管理的形式从各种渠道确定和编辑客户票据的优先级

   Zendesk Support 系统设计简洁优雅，可以追踪或者优先处理客户的工单(Ticket)。所有的客户问题都汇聚在一起，所以沟通是无缝对接的，个性化且高效。意味着你的客服专员工作效率更高，客户服务水平满意度更高。

这里做个解释。当你在Zendesk官网注册后，建议你购买Support这个产品，这样你可以在一个统一的后台处理所有的工单(Ticket)。但是你购买了Support后，你还需要购买其他的产品。比如你是做独立站的，你只需要一个在线聊天的功能，那你购买Zendesk CHAT这个产品就可以了。购买后系统会给你一串代码，你让IT同事根据提示把这串代码安装在你的网站就可以了。安装完后，做个测试。

 

Sell 销售 CRM软件

 

   Zendesk Sell 是销售CRM软件为销售人员打造的销售工具销售代表的工作并不是要处理难以使用的软件。Zendesk Sell 十分简洁，旨在促进销售代表不断完成销售。 Sell 消除了交易更新所产生的不便，使您的团队始终均可存取、分析相关交易资料并互相协作。

那“CRM”是什么呢？ Customer Relationship Management 就是客户关系管理系统，是指利用软件、硬件和网络技术，为企业建立一个客户信息收集、管理、分析和利用的信息系统。Zendesk不仅是帮助台。它贯穿于CRM，因为它允许您组织流程，工作流和跟踪客户参与。
 

Guide 指南 , 知识库和智能自助服务

 

智能知识库系统，提高自助服务水平有助于提高客户和员工的满意度。此外，它还降低了组织的客户支持成本。

 

Guide 这个产品它是一个基础大学类似于Lazada大学 eBay大学一样，消费者可以在里面找到问题的答案。

举个例子 ，很多卖手机钢化膜的独立站卖家经常会收到很多买家关于如何贴手机钢化膜的问题。那你可以直接拍摄一个如何贴手机钢化膜的操作视频，把这个视频放到独立站某一个显眼的地方，比如blog。当然你要是购买了Guide这个产品后，所有买家经常询问的问题的答案，你都放在Guide里，让买家自行查阅。此产品也包含智能自助服务，像AI赋能的聊天机器人。

 

Chat 在线聊天 ,实时聊天和接收消息

 
 

实时聊天和消息系统，可让您快速主动地与客户沟通。

 

    CHAT 顾名思义，就是在线聊天。购买此产品安装后，消费者可以在网站跟你进行直接对话，快速解决买家的问题。这里提示下，你可以设置预先加入对话，这样你可以实时看到消费者输入的内容，提高回复速度，提高网站的转化率。

 

Talk 呼叫中心软件

呼叫中心软件可以让您轻松，高效地通过电话存储数据和跟踪客户。

    Zendesk Talk将一个语音管道连接至Zendesk的全传递解决方案中–使代理能够轻松处理来自任何管道的对话，重启地解决复杂的问题。

 

Explore 分析和报告

 

   通过 Zendesk Explore 的准确有效数据驱动，为客户创造更好的体验。将可以访问Zendesk Support和Zendesk Chat的重要分析结果，从而更深入地了解客户。

分析系统，供企业用于衡量和改善整个客户体验。

 

Gather 协同合作

提供了一个社区论坛，供客户互相联络与协作

   有时客户只是需要一个会话的地方。而且并不一定总是与您交谈。想一想–您的客户每天都在使用您的产品，而他们的专业知识将会非常有用。您需要做的只是提供便利，让他们交换知识–而您仍然可以在他们需要的时候提供支持。Zendesk Gather是一个社区论坛软件，透过为客户建立一个空间供其与您的企业以及相互之间协作，使这一切成为现实。

 
 

在安全领域由于仍然有一些公司担心在云中运行，因此Zendesk已经有了企业级数据安全标准。并审查申请系统和网络确保完全安全确保信任的客户始终受到标准的保护。您可以在此处查看Zendesk系统的安全措施，如果您正在寻找可以使您的企业受益的软件，那么Zendesk可能是您的答案。

Zendesk Suite , start a free trial today.

CX Transformation Service
 
Tesco
“Zendesk allows us to treat our colleagues with as much care as we give our customers.” - Adam Bruce Lead Product Manager, Service Desk at Tesco
 
Airbnb
“Having a partner that really understands our business, and how ambitious we are, is huge—because service, at the end of the day, needs to be in lockstep with every single track of work that’s happening within Airbnb.” Shirley Lin Product Lead of the Support Products Group at Airbnb
 
Riot Games
“Zendesk is very much focused on the 'player' experience, like we are. I feel like we’ve always been able to speak honestly with each other.” Shaun 'BlueFire' Randall Product Manager Support Engineering at Riot Games
 
Discord
"If we hadn’t invested so heavily in incredible support and our customer experience, we’d probably be just another app. Even if we’re just sharing cat memes, we’re constantly engaging with our customers, so they feel like they really know us as people. That’s a big part of our brand, and that starts with great support." - Danny Duong Director of Customer Experience at Discord
 
Evernote
“We love the help center in Zendesk because it’s easy to use. We get some great analytics out of it in terms of which articles are being used the most. It helps us to make adjustments and to see what’s helping our users.” - Gerald Hastie Director, Global Customer Experience at Evernote
 
Cathay Pacific Airways
“As a customer-centric airline, it is essential that Cathay Pacific communicates with our customers on the channels they prefer. Messaging is fast becoming the preferred mode of communication of our customers and we’re looking forward to enhancing our customer experience with these new Zendesk capabilities.” - Lawrence Fong Group GM IT and Digital, Cathay Pacific Airways
 
LINEMAN
Demeter ICT participated in Zendesk implementation at LINE MAN WONGNAI. The scope of work is involved with customer service process design, configuration, integration with Telephony, training, testing, data migration and Go-Live Support. The system was up and ready in one month.
 
KERRY EXPRESS
Demeter ICT involved in Zendesk implementation at Kerry Express, starting from customer service process design, configuration, integration with Telephony and Chatbot, training, testing, data migration and Go-Live Support. The implementation time was around two months.
 
TRUE
Demeter ICT helps TRUE implement the Zendesk system. The scope of work is involved with customer service process design, configuration, training, testing, data migration and Go-Live Support. This is another ideal case that the customer started from a small portion of Zendesk deployment in order to prove the concept and expand significantly during the past few years.
 
Tesco
“Zendesk allows us to treat our colleagues with as much care as we give our customers.” - Adam Bruce Lead Product Manager, Service Desk at Tesco
 
Airbnb
“Having a partner that really understands our business, and how ambitious we are, is huge—because service, at the end of the day, needs to be in lockstep with every single track of work that’s happening within Airbnb.” Shirley Lin Product Lead of the Support Products Group at Airbnb
 
Riot Games
“Zendesk is very much focused on the 'player' experience, like we are. I feel like we’ve always been able to speak honestly with each other.” Shaun 'BlueFire' Randall Product Manager Support Engineering at Riot Games
 
Discord
"If we hadn’t invested so heavily in incredible support and our customer experience, we’d probably be just another app. Even if we’re just sharing cat memes, we’re constantly engaging with our customers, so they feel like they really know us as people. That’s a big part of our brand, and that starts with great support." - Danny Duong Director of Customer Experience at Discord
 
Evernote
“We love the help center in Zendesk because it’s easy to use. We get some great analytics out of it in terms of which articles are being used the most. It helps us to make adjustments and to see what’s helping our users.” - Gerald Hastie Director, Global Customer Experience at Evernote
 
Cathay Pacific Airways
“As a customer-centric airline, it is essential that Cathay Pacific communicates with our customers on the channels they prefer. Messaging is fast becoming the preferred mode of communication of our customers and we’re looking forward to enhancing our customer experience with these new Zendesk capabilities.” - Lawrence Fong Group GM IT and Digital, Cathay Pacific Airways
 
LINEMAN
Demeter ICT participated in Zendesk implementation at LINE MAN WONGNAI. The scope of work is involved with customer service process design, configuration, integration with Telephony, training, testing, data migration and Go-Live Support. The system was up and ready in one month.
 
KERRY EXPRESS
Demeter ICT involved in Zendesk implementation at Kerry Express, starting from customer service process design, configuration, integration with Telephony and Chatbot, training, testing, data migration and Go-Live Support. The implementation time was around two months.
 
TRUE
Demeter ICT helps TRUE implement the Zendesk system. The scope of work is involved with customer service process design, configuration, training, testing, data migration and Go-Live Support. This is another ideal case that the customer started from a small portion of Zendesk deployment in order to prove the concept and expand significantly during the past few years.
 
Tesco
“Zendesk allows us to treat our colleagues with as much care as we give our customers.” - Adam Bruce Lead Product Manager, Service Desk at Tesco
 
Airbnb
“Having a partner that really understands our business, and how ambitious we are, is huge—because service, at the end of the day, needs to be in lockstep with every single track of work that’s happening within Airbnb.” Shirley Lin Product Lead of the Support Products Group at Airbnb
 
Riot Games
“Zendesk is very much focused on the 'player' experience, like we are. I feel like we’ve always been able to speak honestly with each other.” Shaun 'BlueFire' Randall Product Manager Support Engineering at Riot Games
 
Discord
"If we hadn’t invested so heavily in incredible support and our customer experience, we’d probably be just another app. Even if we’re just sharing cat memes, we’re constantly engaging with our customers, so they feel like they really know us as people. That’s a big part of our brand, and that starts with great support." - Danny Duong Director of Customer Experience at Discord
 
Evernote
“We love the help center in Zendesk because it’s easy to use. We get some great analytics out of it in terms of which articles are being used the most. It helps us to make adjustments and to see what’s helping our users.” - Gerald Hastie Director, Global Customer Experience at Evernote
 
Cathay Pacific Airways
“As a customer-centric airline, it is essential that Cathay Pacific communicates with our customers on the channels they prefer. Messaging is fast becoming the preferred mode of communication of our customers and we’re looking forward to enhancing our customer experience with these new Zendesk capabilities.” - Lawrence Fong Group GM IT and Digital, Cathay Pacific Airways
 
LINEMAN
Demeter ICT participated in Zendesk implementation at LINE MAN WONGNAI. The scope of work is involved with customer service process design, configuration, integration with Telephony, training, testing, data migration and Go-Live Support. The system was up and ready in one month.
 
KERRY EXPRESS
Demeter ICT involved in Zendesk implementation at Kerry Express, starting from customer service process design, configuration, integration with Telephony and Chatbot, training, testing, data migration and Go-Live Support. The implementation time was around two months.
 
TRUE
Demeter ICT helps TRUE implement the Zendesk system. The scope of work is involved with customer service process design, configuration, training, testing, data migration and Go-Live Support. This is another ideal case that the customer started from a small portion of Zendesk deployment in order to prove the concept and expand significantly during the past few years.
 
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