Zendesk for Call Center, Top Features

Nowadays, clients want everything to be perfect and they expect the best service from the agent and the company. Hence, to accomplish these companies are using various software which helps in achieving all the results with the limited need of effort.
Zendesk is help desk software that is being used by call centers and BPO which provide a great client experience by gathering the needed information from the client and helps in providing productive outcomes.
It includes the following top features –

1. Help desk –
   (a) Real-time updates- help in viewing the activities occurring at a given time which increases productivity and work.
   (b) Agent collaboration- agents are connected through software that helps in raising the problem easily and finding its solution.
   (c) Help desk automation- tasks that are common among agents are collectively performed to save time for better working.
   (d) Macros- regularly noticed problem can be responded through generalized solutions.
   (e) Request forms and ticket fields – it helps the client to get more personalized information.
2. Ticketing system –
   (a) Multi-channel-it can be found on all platforms like chat, phone, SMS, etc.
   (b) Multilingual – software is available in 40 different languages for better utilization in various fields.
   (c) Workflows- all the information, problems, and solutions are gathered in workflows so that they can be used as a reference in the future.
   (d) Centralized hub- hub contains all the information together for carrying out any search or accessing any data.
   (e) Audit trail- keeps the record of all the conversations for future purposes.
3. Self-service portal-
   (a) Knowledge base- include all the gathered information regarding changes that happened over time, drafts being saved while editing documents, and creating an easy way of working.
   (b) Help center- create well developed and planned system for access at any time for any help.
   (c) Community portal- where clients can check the progress of the issue being raised by them.
   (d) Community forums- include feedback forms from the client.
4. Insights and analytics-
   (a) Customer analytics- help in understanding the way client is using your support, website and how it can be improved.
   (b) Performance measurement- helps in checking the performance of various agents on daily basis.
   (c) Prescriptive dashboards- help in understanding things useful for the client.
   (d) Customization- allow the easy formulation of results and outcomes.
5. IT help desk- it also contains a feature which helps in resolving problems faced by agents and providing better services.
   Hence, zendesk can be used for multiple purposes from saving time, money, tacking difficult modules to satisfying the client which all turns out to be beneficial for companies because of its multiple features it’s demand is increasing among call center software.