Providing your customers with excellent customer service is extremely important. It can inspire loyalty, trust and encourage them to recommend your services to others. Word of mouth is a powerful marketing force that you shouldn’t underestimate. That’s why you have to make sure, that your company has an amazing customer service team. Once you have the right people on board, you can make their work even better with the right selection of tools. If you’re using Zendesk for your customer service, here are some great Zendesk apps, that will help you supercharge your CS:
FullStory
If you’re wondering what your customer’s interaction with your website was exactly like before he submitted his customer support ticket, you should definitely try out this app. FullStory lets you watch a video playback of user’s session on your site. This way your customer service agent knows where the customer encountered an issue right away – this will not only speed up the process of fixing the problem but also give you insight into elements on your website that are not fully optimized, have bugs or are confusing. FullStory also lets the agent share a session playback with other teams that are involved in solving the ticket. It’s important to be able to put yourself in your customer’s shoes from time to time, and FullStory lets you do exactly that.
SurveyMonkey Create
Getting feedback from your customers is great, especially when it comes to customer service. You want to make sure that your users are getting the best customer care possible, so it’s important to measure the quality of it. You should also encourage them to share their comments and suggestions – this will help you significantly improve your service. This is where SurveyMonkey can help – SurveyMonkey app lets you send surveys to your customers and gather valuable feedback. You can use an existing template or create a new one and send it to a selected list of your customers within your Zendesk.
Evernote
With Evernote, you can make it easy to find context information for all your customer service requests. Just create a team hub for your service notes, and you’ll be able to view them in your Zendesk Dashboard. Being able to access all the information needed without leaving Zendesk will help your customer service agents reply to tickets even faster and ensure that they give the customers all the information they seek. You can search within your Evernote content or let the app suggest a smart list of notes related to the ticket.
MailChimp Campaign
Offering great customer service is also being proactive. With MailChimp app, you can send follow-ups and campaigns to targeted segments of your customers, from within your Zendesk. Instead of waiting for your customers to come to you, you can reach out to them, answer questions they might have or let them know about changes and new features. Follow up to check if they were happy with the service they received or simply ask them if they have any suggestions on things you could improve. MailChimp app can help you with starting meaningful and productive conversations with your customers.
Unbabel
Last but not least, our very own Unbabel for Zendesk app. If you want to be able to communicate with your customers in multiple languages, but don’t have an international army of customer service agents, you can easily translate your messaging with our app. It lets you quickly translate the customer ticket you’re working on and then write the reply in your language – our community of translators will translate it into your customer’s language and send it directly to them in as quick as 20 minutes. You can be sure that your international customers will not only appreciate this effort but also become more loyal.
You can find those and many more useful Zendesk apps in the Zendesk Marketplace. With the right selection of tools, you can make both your customer service team and your customers happy. Happy customer service agents will give your customers amazing experience while happy customers will make sure to recommend your service to others.
Source: https://unbabel.com/blog/5-zendesk-apps-customer-service/
