Help desk software that creates better customer experiences for your business

服務台軟體

What does help desk software do?

服務台是執行核心任務的技術,除此之外,在理想情況下它還可成為您在擴容時的合作夥伴。傳統而言,服務台根據政府和企業的最佳實務,例如 ITIL(資訊技術基礎架構庫)定義其目標與流程。ITIL 處理客戶問題或事件的目標是「盡快還原正常服務營運並盡量減少對企業營運的不利影響。」Zendesk 的 CEO Mikkel Svane 曾這樣說道。並非所有的服務台解決方案都可一視同仁對待,也並非所有的服務台解決方案都起著相同的作用。儘管如此,其仍具有以下基本要素:

  • Handle customer questions and issues in a systematic way: from intake, managing, and organizing, to response and resolution, and ultimately, reporting
  • Allow for multi-channel support. This means that you choose the channels that are right for your customers—phone, live chat, texting, email
  • Self-service capabilities. What does your ideal knowledge base look like? The right service desk lets you take your team’s institutional knowledge and put it to work for your company, internally, and all your customers in a self-service portal
  • Tracking and analytics. How quickly were support requests first answered and ultimately resolved? How happy was the customer?
  • Integrations. Apps, widgets, and add-ons can be lifesavers in the present and integral to future growth

How Zendesk help desk software solves support problems

客戶滿意度對於大多數成功的企業而言都至關重要,而客戶有兩種主要類型:外部客戶,即您建立企業為其服務的人;以及內部客戶,即您的員工。如今,順暢的全通路服務台軟體已成為標準。但是從長遠的角度來看,滿足客戶需求意味著什麼?正面的互動在長遠角度是否與負面互動具有相同的影響?根據《2018 年 Zendesk 客戶服務調查報告》所述,有 97% 的受訪者認為,不好的客戶服務會改變購買行為,而有 87% 的受訪者認為,好的客戶服務 —— 無論是從電話、即時交談、或是電子郵件等等管道提供 —— 都會改變購買行為。

Who uses help desk software?

A great help desk is at the heart of great customer support. Help desk software enables support agents to track, prioritize, and solve customer support tickets. But Zendesk is more than just help desk software; it's a cloud-based software and engagement platform for customer service that offers omnichannel support. That means that customer interactions across phone, chat, email, social media, and any other channel you can imagine come together, all in one place.

Zendesk helps streamline customer support with time-saving tools like triggers and automations. It's support desk software that is intuitive and easy to use because it's built with both customers and service desk agents in mind. Great customer support starts with the right tools, and with Zendesk, you've got everything you need to build the best customer experience possible.

服務台軟體適用於所有類型的團隊和公司

企業

諸如 Expedia、Tesco 和 Vodafone 等公司已實作 Zendesk 的服務台軟體來提供大規模的創新支援。

中小企業

Washio 和其他小型企業,如 Baublebar 和 charity: water 使用 Zendesk 工單管理系統來提供客戶服務,以滿足其業務增長的需求。

零售商

Shopify scaled service desk operations for its e-commerce business using Zendesk.

人力資源團隊

UTI、John Lewis 和其他人力資源團隊使用 Zendesk 為其員工提供流程簡化、回應及時的服務台支援軟體。

IT 團隊

Zendesk customer service software powers the IT Help Desk at Xerox, allowing employees to get quick IT help.

教育者

The UCLA department of Psychology supported 200 staff members with a two-person team using Zendesk helpdesk software.

Zendesk 是我們與一切連線的核心工具。
閱讀這個案例

自訂服務台

打造您自己的工單處理軟體

快捷的個人化回覆

Customer service desk agents can create and share their own macros in order to quickly respond with a standard reply to recurring customer inquiries.

自訂視圖

Personalized views let helpdesk agents see their queue based on ticket status, assignee, group, or other conditions.

Apps Marketplace

運用我們 Apps Marketplace 中超過 500 個 app 和整合,更加充分地利用 Zendesk 產品

服務台支援軟體

協同合作,提高效率

團隊合作

Zendesk 的網路式服務台解決方案使支援團隊可以協同合作,並使用對任意問題的私人評論分享資訊。它還能即時顯示在特定的時間有誰在檢視工單的最新資訊。

使他人能自助服務

將您的服務台軟體與可自訂的客服中心知識庫線上社區客戶入口網站相結合,使客戶可得到更好的自助服務,代理亦能提高效率、更快地解決問題。

得到深入見解

使用 Zendesk 的報告與分析工具,您可得到最重要內容的深入見解 —— 無論是瞭解團隊業績,還是洞察客戶滿意度。

帶有內部備註的 Zendesk Support 工單示例

不要僅僅力求趕上其他人 —— 而是做到引領潮流

從客戶那裡得到正確的資訊

動態請求表單和工單欄位使支援工單代理能獲得更多背景資訊,使他們能為與客戶開展對話做好準備,並提供更加個人化的客戶支援。

從不錯過最後期限

SLAs are built-in so help desk agents can set their own parameters, and use up-to-the minute measurements to keep an eye on the status of specific tickets.

隨身攜帶服務台

Our native mobile apps enable help desk agents to respond to customer service requests—even when they’re away from their desks.

「Zendesk 提供了直觀的使用者介面。該系統設定簡單,且其響應式設計便於在網站、行動 app 及 CEC 中予以部署。

瞭解我們服務台軟體所提供的卓越使用者體驗以及其他屬性是如何有助於 Zendesk 躋身 Gartner Magic Quadrant 的 Leader(領導者)象限的。」

Zendesk 產品系列

Zendesk Support 為您提供管理客戶互動的一切所需,全都匯於一處。不僅如此,您還可進一步瞭解運用 Zendesk 產品系列可實現的其他功能。

Guide

知識庫和自助服務

Chat

線上交談與傳訊

Talk

整合式語音軟體

Connect

主動式行銷活動

Explore

分析和報告