Zendesk: The Next Frontier in Customer Self-Service Space

Are you seeing the same ticket subjects in your weekly service desk stats? These tickets are often the ones that you can handle but collectively take up a large amount of your time, and if they weren’t there, your service desk stats would be much better.

What can you do, though?

If you won’t provide the answer to your customer, then who would?

Self-service would be the answer to this question.

Did you know more than 67% of customers prefer self-service rather than contacting customer service?^[i]

Based on this, the customer service industry has undergone a monumental change. Several top companies are setting new self-service standards for customer service and support.

Well, it’s half the battle won when you accept the role self-service plays; choosing the right customer service platform is the other half.

It all comes down to placing your bet on a customer service platform that is equipped to offer an engaging self-service experience.

Luckily, Zendesk comes to the rescue with its top-of-the-line self-service toolkit.

Here are some notable Zendesk offerings to help you provide an engaging and superior self-service experience.

Zendesk: Your All-in-One Toolkit for Self-Service

Zendesk offers a self-service solution that allows users to create a knowledge base that is comprehensive and value-packed.

Here’s what it offers:

AI Ticketing

In AI ticketing, incoming tickets are tagged and routed automatically. To resolve customer issues or queries, customer service executives sort tickets by tagging them with relevant categories, then forwarding them to the appropriate team members.

Custom, Multi-Branded Help Centers

Zendesk offers a help center that simplifies the process of organizing FAQs and ‘how-to’ guides.

These help centers are easy to maintain. In addition to product managers and developers, technical support managers can contribute content, such as feature demos, tips & tricks, release notes, patch notes, etc. These help centers are backed by AI so when your customers come looking for an answer, they receive it instantly.

Answer Bots

AI Answer Bot works exclusively with Zendesk Guide and replies to customer questions with relevant articles available in the knowledge base, thus enhancing self-service efficiency.

By analyzing speech, data, and specific patterns of customer interactions, it can determine the best way to respond. Additionally, it can assist human agents in customer service by recommending articles and receiving feedback if the article wasn’t helpful.

Live Chat Bots

Zendesk AI chatbots can answer high-volume help desk questions 24/7 in real time. Human agents, however, handle more complex or sensitive issues that require a human touch.

These elements work together towards a shared goal of offering real-time and intuitive self-service experience to your customers. Since a positive self-service experience contributes to an enhanced customer experience, it should, therefore, be prioritized.

The Bottom Line

Zendesk offers everything you need to build and maintain an engaging self-service experience. Considering the latest trend and shift toward self-service, joining forces with Zendesk brings a host of future-ready benefits.

Want to Know What More Zendesk Has to Offer? Download our eBook!

Statistical References:
^[i] Self-Service Stats