Zendesk Launches Workflow and Collaboration Tools to Help Enterprises Deliver Better Customer Experience

Zendesk, Inc. launched new collaboration and workflow tools designed to help large companies respond to customer needs quickly and easily.

Historically, large companies have been hampered by cumbersome and complicated systems for managing their inbound customer service requests, resulting in slower responses and a messy, disjointed customer experience. Technological advances have been rapidly changing the way people interact with businesses, and consumers increasingly expect faster, frictionless customer service from every company and industry. Zendesk helps enterprises of all sizes manage this transformation.

The new tools introduced today include Side Conversations, which enables customer service agents to collaborate with anyone, internal or external, to resolve customer issues. Additionally, Zendesk launched Skills-based Routing and Contextual Workspaces, which automatically direct each request to the right agent and then update that agent’s view to give the most relevant information based on the nature of the request.

These enhancements help Zendesk’s enterprise customers be more agile and responsive, empowering them to deliver the best possible experience for millions of customers, despite large, diverse, and geographically distributed teams.

“Zendesk has helped us solve a number of challenges facing our business and meant we now have the tools in place to work more collaboratively,” said Ioannis Savvidis, head of global hotelier care and advertiser operations at Trivago. “It’s our mission to help travelers find their ideal hotel – but to do this we need to ensure our customers in the hotel industry are fully supported by us and that we provide more than just a product for them to advertise their business. Zendesk has helped us ensure our sales and hotelier support teams can work better cross functionally so that our customers have a seamless experience and have also helped us ensure we resolve customer queries as quickly as possible. In addition to this we are now able to pull up insights that help us measure against our KPIs and provide more tailored guidance to the hoteliers who are using our product, empowering them to get things done quicker. Recent analysis showed over 80 percent of our customers are happy with the service we provide.”

“Customers have the same high expectations for every company they do business with – regardless of the company size or industry,” said Mikkel Svane, CEO, founder, Zendesk. “This creates unique challenges for large companies that often have many different types of customers and global teams that struggle with legacy systems. These businesses need the kinds of tools that Zendesk is introducing today to give them the flexibility and agility to do what they say they are going to do.”