Help desk software that creates better customer experiences for your business

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What does help desk software do?

A helpdesk is technology that executes a few core tasks, and ideally far more, acting as a partner as you scale. Traditionally, a help desk defines its goals and processes based on government and corporate best practices such as ITIL (Information Technology Infrastructure Library). The goal within ITIL when dealing with customer issues or incidents specifically is to "restore normal service operation as quickly as possible and minimize the adverse effect on business operations,” Mikkel Svane, CEO of Zendesk, once said. Not all help desk solutions are created equal and not all help desk solutions do the same things. That said, here are the basics:

  • 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

Customer satisfaction is critical to most every successful business, and there are two main kinds of customers: the external kind, the people you created your business to serve, and also the internal kind, your employees. Helpdesk software that’s seamless and omnichannel is now the standard. But what does it mean, long term, to satisfy your customer’s needs? Do positive interactions have the same long-term impact as negative ones? According to The 2018 Zendesk Customer Service Survey Report, for 97% of respondents, bad customer service changes buying behavior, and for 87%, good customer service—by phone, live chat, email, et cetera—changed buying behavior.

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

Customize your Help Desk Make your ticketing software yours

服務台支援軟體 協同合作,提高效率

團隊合作

Zendesk’s web-based help desk solution allows support teams to collaborate with each other and share information using private comments on any issue that may arise. It also displays real-time updates about who is viewing a ticket at any given moment.

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。

Zendesk Support 服務台軟體手持裝置視圖

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

Dynamic request forms and ticket fields give support ticket agents extra context, so they’re better prepared for the conversation and can offer more personalized customer support.

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.

gartner 標誌
「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。

下載完整報告

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。