If you’re wondering which Zendesk features you and your CX team should leverage this year, you’re in the right place. Zendesk is one of the most popular customer service software solutions on the market, offering everything from workforce management tools to robust ticketing technology.
The platform features exceptional cloud-based tools designed for both sales and service teams. Plus, it’s highly flexible, with countless integrations and add-ons available to help you streamline common workflows.
Powered by AWS, Zendesk can help companies improve customer experiences, employee engagement, and performance. The question is, which Zendesk features are the most valuable to today’s customer-facing teams?
The Top Zendesk Features Worth Exploring Today
Often compared to the likes of HubSpot, Freshdesk, and HelpScout, Zendesk is an all-in-one customer service platform intended to serve a wide range of business types. The Zendesk platform covers a range of use cases, from Zendesk Support for handing support operations to Zendesk Chat for conversational assistance and the Sunshine platform.
Here are just some of our favorite Zendesk features for CX leaders.
1. Sunshine Conversations
Like many market-leading CX companies, Zendesk has begun investing heavily in the potential of generative AI. Many Zendesk features now include generative AI capabilities. For instance, there are automatic summarization tools to help users rapidly draw insights from conversations. You can also create personalized messaging experiences for customers using Sunshine Conversations.
Sunshine Conversations can integrate with your existing business tools to ensure agents and consumers can access responses to questions based on your current data. You can proactively engage customers on your site, introduce third-party bots for automating specific tasks (like taking payments), and even support internal helpdesks with step-by-step guidance.
The solution is straightforward to use and features a single API, which can connect with your existing technologies, minimizing coding complexity.
2. Zendesk features: Customizable workflows
Notably, Zendesk doesn’t just provide companies with tools to enhance the customer experience. It also ensures employees can customize their own workflows and dashboards according to their needs. This leads to higher levels of productivity and employee satisfaction.
For instance, you can tailor the Zendesk experience or agent user interface using the “code configuration tools” in the admin center. Users can also allow agents to build their apps and workflows. You can also arrange all support requests using custom views.
This helps companies to keep their employees focused on the right priorities. For instance, in Zendesk Chat, users can decide how to organize their chat requests according to customer priority and other factors. You can also add crucial customer data from CRMs and other tools to agent workspaces.
3. Workflow Automation and Routing
With Zendesk features for automation, companies can simplify and streamline various tasks. You can set up automated intelligent routing strategies. This allows Zendesk to assess the specific needs of each customer submitting a request so their query is assigned to the right agent.
It’s also possible to automate processes like collecting information about a customer, validating and scoring leads, and tracking employee activity. Users can set up email and task sequences to automatically engage leads through a range of sales channels. You can also:
- Build trigger-based actions to automate sales workflows
- Create email and task sequences for sales and customer service
- Use power dialler tools to connect with leads automatically
- Send bulk emails to a list of filtered contacts
- Instantly log and record calls and conversations
4. Unified Customer Views
To deliver unforgettable, personalized experiences to consumers across every channel, businesses need the right insights into their target audience. Fortunately, Zendesk features many tools to help you comprehensively map and understand the customer journey.
The Zendesk conversational CRM allows companies to build comprehensive customer profiles, tracking every action a customer or agent takes. You can easily monitor discussions and connect data from every touchpoint for excellent CX visibility.
Zendesk supports APIs to unify customer information across the buyer journey, showing insights into order details, loyalty status, web activity, and more. You can even use customized objects to track things like customer subscriptions. Plus, users can create reports from their unified data to help with everything from audience segmentation to forecasting.
The Zendesk Sunshine platform includes built-in security measures to ensure you’re adhering to privacy and security requirements in your industry, too.
5. Zendesk Features for Advanced Analytics
Speaking of analytics, Zendesk features some of the most intuitive and robust reporting tools in the market. The reporting dashboard in the platform provides visibility into every interaction and channel so you can get a clear view of your business performance.