Help desk software that creates better customer experiences for your business

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.