What is Zendesk? No, it’s not a desk that helps you meditate (although that would be nice). As their website states, Zendesk is a software tool that facilitates better customer service. A communication tool between businesses and their customers, Zendesk takes all of the questions a customer needs help with, and puts them in one place. That allows us to easily find them and give you a solution without hunting through hundreds of emails or missing a question until days later.
In order to continue to serve you, our customers, with the best service we can, here at Posse we are going to be using this tool to help you communicate with us and receive the answers you need as quickly and thoroughly as possible.
What exactly does Zendesk do?
When you have a question about our product (in our case, our social media services), you want answers. So you send an email, hop onto our website, give us a phone call, or even shout out on our socials with your dilemma. Zendesk pulls all of these into one organized database on our end. We are notified about your request, and can respond with a ticket helping you with the problem.
Email – Zendesk will have set up a support email address for Posse. Any email addresses that you have already been using to email us will be forwarded to our Zendesk platform and made into tickets. Then, when we email you back, you will see the history of the questions you have asked, and all of the responses that we write.
Social messages – We will be alerted anytime you give a comment or ask a question on our social networks, and we can respond from one platform, giving a faster response time on our end. We can set up what are called triggers, so that each time a particular message comes in, Zendesk deals with it in the same way and automatically assigns it to the person best suited to answer on our end.
Help center – There are always those questions that everyone has. Or, where getting the answer shouldn’t take more than a few seconds. Our Help Desk will have frequently asked questions and common problems–self service so you can get the answers to the basic issues you might encounter, or just pieces of information that you need to know. It eliminates the wait so you can deal with the more important things requiring your time.
Chat – So, you might have a question that isn’t answered in the faq section. But you really don’t have time to wait on an email trail, and the phone lines might be busy. Zendesk allows us to set up live chat on our website, so that you can reach out to us and get real time interaction from someone in the office. (And, I promise, we’re actually pretty fun to talk to. It might be a highlight of your day). We want to have as many communication lines open as possible, not because they are important, but because you as our customer are important, and we want you to have the answers you need.
So what does this mean for you?
I’m sure you’re thinking, so what does this mean on my end? Is there a complicated new process I have to learn, or something I have to sign up for that makes my life more busy? Not at all. Zendesk does all the work so you (and we) don’t have to.
Looking at the service support on our website, sending us an email, contacting us through our socials–keep doing everything you have been doing! Nothing changes there. All Zendesk does is streamline the process on our end, no matter how you choose to get a hold of us. And once we have everything set up, be sure to check out the Help Desk, the database of frequently asked questions that will be on our website, so that you don’t have to wait on us to go about your day.
Everything will be customized and look like our platforms, so you won’t feel like you’re talking to some strange third party app. You’ll just have quicker access to the folks at Posse that you’ve always been talking to!