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New Offerings Bring Agility, Quick ​Integration and ​Deployment to Enterprise Customer Relations

​Zendesk​ ​redefines​ ​customers​ ​relationships,​ ​creating beautifully​ ​simple​ ​software​ ​for​ ​more​ ​than​ ​107,000​ ​customers.​ ​For​ ​10​ ​years,​ ​its​ ​focus​ ​has​ ​been on​ ​connecting​ ​companies​ ​and​ ​customers​ ​in​… View Article

RETAIL SOLUTIONS

New Offerings Bring Agility, Quick ​Integration and ​Deployment to Enterprise Customer Relations

​Zendesk​ ​redefines​ ​customers​ ​relationships,​ ​creating beautifully​ ​simple​ ​software​ ​for​ ​more​ ​than​ ​107,000​ ​customers.​ ​For​ ​10​ ​years,​ ​its​ ​focus​ ​has​ ​been on​ ​connecting​ ​companies​ ​and​ ​customers​ ​in​ ​better​ ​ways.​ ​​

​Now​ ​Zendesk​ ​is​ ​expanding​ ​enterprise and​ ​machine​ ​learning​ ​capabilities​ ​with​ ​new​ ​product​ ​offerings:​ ​Talk​ ​Enterprise,​ ​Chat​ ​Enterprise and​ ​Answer​ ​Bot.

This​ ​week​ ​at​ ​​Relate​ ​Live​,​ ​a​ ​customer​ ​relationship​ ​event,​ ​Zendesk​ ​is​ ​celebrating​ ​the​ ​launch​ ​of new​ ​enterprise​ ​solutions​ ​and​ ​AI​ ​powered​ ​self-service.​ ​These​ ​products​ ​are​ ​already​ ​supporting​ ​a variety​ ​of​ ​enterprise​ ​customers.​ ​More​ ​than​ ​35​ ​percent​ ​of​ ​Zendesk’s​ ​Support​ ​revenue​ ​base​ ​now comes​ ​from​ ​enterprise​ ​customers. Zendesk​ ​offers​ ​enterprise-ready​ ​solutions​ ​to​ ​help​ ​manage​ ​customer​ ​relationships​ ​at​ ​scale, quickly​ ​and​ ​seamlessly,​ ​achieving​ ​rapid​ ​and​ ​visible​ ​improvement​ ​in​ ​customer​ ​satisfaction.​ ​It easily​ ​flexes​ ​and​ ​integrates​ ​to​ ​meet​ ​custom​ ​requirements​ ​when​ ​needed.

According​ ​to​ ​a​ ​​2017​ ​Forrester​ ​study​​ ​commissioned​ ​by​ ​Zendesk,​ ​participating​ ​customers​ ​in​ ​the study​ ​observed​ ​the​ ​following​ ​results:​ ​customers​ ​that​ ​switch​ ​to​ ​Zendesk​ ​see​ ​a​ ​390​ ​percent​ ​ROI; a​ ​payback​ ​period​ ​of​ ​just​ ​2.9​ ​months;​ ​and​ ​three​ ​year​ ​cost​ ​savings​ ​of​ ​over​ ​52​ ​percent​ ​on​ ​license and​ ​maintenance​ ​costs. “We​ ​deployed​ ​Zendesk​ ​and​ ​were​ ​taking​ ​tickets​ ​in​ ​about​ ​an​ ​hour,”​ ​said​ ​Dustin​ ​Swayne,​ ​Deputy Commissioner​ ​of​ ​the​ ​Department​ ​of​ ​Labor​ ​and​ ​Workforce​ ​Development,​ ​State​ ​of​ ​Tennessee. “Within​ ​the​ ​first​ ​week​ ​we​ ​were​ ​driving​ ​value​ ​for​ ​our​ ​organization,​ ​and​ ​the​ ​reporting​ ​gave​ ​us​ ​the insights​ ​we​ ​needed​ ​to​ ​learn,​ ​optimize​ ​our​ ​processes,​ ​and​ ​drive​ ​huge​ ​improvements​ ​in​ ​efficiency and​ ​effectiveness.​ ​Our​ ​use​ ​has​ ​evolved​ ​over​ ​time,​ ​and​ ​now​ ​using​ ​Zendesk​ ​as​ ​our​ ​omnichannel solution,​ ​we​ ​have​ ​saved​ ​$250k​ ​in​ ​the​ ​cost​ ​of​ ​maintaining​ ​our​ ​old​ ​legacy​ ​systems​ ​alone.” Consumer​ ​expectations​ ​are​ ​higher​ ​than​ ​ever​ ​and​ ​the​ ​definition​ ​of​ ​“good”​ ​service​ ​has​ ​changed drastically.​ ​Customers​ ​have​ ​placed​ ​an​ ​increased​ ​value​ ​on​ ​independently​ ​solving​ ​problems,​ ​and the​ ​statistics​ ​support​ ​it.​ ​From​ ​2014​ ​to​ ​this​ ​year,​ ​Zendesk​ ​has​ ​seen​ ​more​ ​customers​ ​seek​ ​out self-service,​ ​with​ ​views​ ​of​ ​its​ ​self-service​ ​articles​ ​growing​ ​by​ ​32x​ ​in​ ​that​ ​time.​ ​This​ ​trend​ ​has​ ​led businesses​ ​to​ ​increase​ ​their​ ​use​ ​of​ ​advanced​ ​self-help​ ​options,​ ​including​ ​AI​ ​technology​ ​like Answer​ ​Bot.

But​ ​stellar​ ​customer​ ​service​ ​means​ ​providing​ ​support​ ​in​ ​any​ ​way​ ​the​ ​customer​ ​needs​ ​it.​ ​That means​ ​sometimes​ ​self-service​ ​isn’t​ ​enough​ ​–​ ​complex​ ​or​ ​urgent​ ​questions​ ​are​ ​best​ ​answered by​ ​phone,​ ​and​ ​multitasking​ ​customers​ ​would​ ​rather​ ​get​ ​instant​ ​help​ ​through​ ​live​ ​chat. “We​ ​were​ ​able​ ​to​ ​start​ ​using​ ​Zendesk​ ​in​ ​the​ ​early​ ​days​ ​of​ ​Box​ ​with​ ​15​ ​users​ ​in​ ​a​ ​matter​ ​of weeks​ ​and​ ​were​ ​also​ ​able​ ​to​ ​grow​ ​with​ ​Zendesk​ ​over​ ​the​ ​last​ ​seven​ ​years​ ​to​ ​add​ ​new​ ​channels, leverage​ ​new​ ​functionality​ ​and​ ​grow​ ​to​ ​hundreds​ ​of​ ​agents,”​ ​said​ ​Tim​ ​Smith,​ ​Vice​ ​President​ ​at Box​.​ ​We​ ​continue​ ​to​ ​partner​ ​with​ ​Zendesk​ ​on​ ​an​ ​ambitious​ ​set​ ​of​ ​customer​ ​service​ ​initiatives that​ ​will​ ​take​ ​advantage​ ​of​ ​their​ ​latest​ ​capabilities.” Zendesk​ ​continues​ ​to​ ​heavily​ ​invest​ ​and​ ​improve​ ​its​ ​Talk​ ​and​ ​Chat​ ​products,​ ​helping organizations​ ​of​ ​any​ ​scale​ ​meet​ ​customer​ ​expectations​ ​for​ ​seamless​ ​support​ ​across​ ​multiple channels.​ ​The​ ​new​ ​Enterprise​ ​offerings​ ​for​ ​Talk​ ​and​ ​Chat​ ​provide​ ​the​ ​powerful​ ​tools​ ​and services​ ​larger​ ​organizations​ ​need​ ​to​ ​adapt​ ​quickly​ ​and​ ​communicate​ ​easily​ ​and​ ​reliably​ ​with customers​ ​on​ ​any​ ​channel. “Companies​ ​are​ ​under​ ​tremendous​ ​pressure​ ​to​ ​provide​ ​differentiated​ ​support​ ​to​ ​drive​ ​customer growth​ ​and​ ​retention,”​ ​said​ ​Adrian​ ​McDermott,​ ​President​ ​of​ ​Products​ ​at​ ​Zendesk.​ ​“Enterprises don’t​ ​have​ ​time​ ​for​ ​months​ ​of​ ​integrating,​ ​so​ ​Zendesk​ ​created​ ​a​ ​complete​ ​solution​ ​to​ ​allow immediate​ ​results,​ ​empowering​ ​agents​ ​around​ ​the​ ​world​ ​to​ ​reach​ ​expectations​ ​of​ ​the​ ​modern customer.”

Zendesk​ ​offers​ ​powerful​ ​solutions​ ​that​ ​are​ ​simple​ ​to​ ​use,​ ​implement​ ​and​ ​scale,​ ​allowing businesses​ ​to​ ​focus​ ​on​ ​what​ ​really​ ​matters:​ ​their​ ​customers.​ ​Chat​ ​Enterprise,​ ​Talk​ ​Enterprise and​ ​Answer​ ​Bot​ ​ensure​ ​that​ ​technology​ ​and​ ​people​ ​are​ ​always​ ​connected,​ ​so​ ​conversations​ ​are seamless,​ ​agents​ ​are​ ​more​ ​productive​ ​and​ ​information​ ​can​ ​easily​ ​be​ ​shared​ ​across​ ​your company.

About​ ​Answer​ ​Bot Answer​ ​Bot​​ ​works​ ​right​ ​alongside​ ​customer​ ​support​ ​teams,​ ​scaling​ ​efficiently,​ ​and​ ​using machine​ ​learning​ ​to​ ​help​ ​answer​ ​customers’​ ​questions​ ​with​ ​content​ ​from​ ​the​ ​Zendesk​ ​Guide knowledge​ ​base.​ ​The​ ​answers​ ​it​ ​provides​ ​are​ ​tailored​ ​to​ ​each​ ​customer’s​ ​question​ ​accurately and​ ​reliably.​ ​And​ ​when​ ​in​ ​doubt,​ ​Answer​ ​Bot​ ​loops​ ​in​ ​support​ ​agents​ ​to​ ​offer​ ​the​ ​customer​ ​a human​ ​touch. About​ ​Talk​ ​Enterprise Zendesk​ ​Talk​ ​is​ ​call​ ​center​ ​software​ ​embedded​ ​in​ ​the​ ​Zendesk​ ​Support​ ​ticketing​ ​system, allowing​ ​service​ ​teams​ ​to​ ​provide​ ​more​ ​personal,​ ​productive​ ​phone​ ​support​ ​within​ ​a multichannel​ ​customer​ ​journey.​ ​The​ ​Zendesk​ ​​Talk​ ​Enterprise​​ ​​plan​ ​provides​ ​growing​ ​teams​ ​and call​ ​centers​ ​with​ ​the​ ​tools​ ​and​ ​hands-on​ ​support​ ​they​ ​need​ ​to​ ​successfully​ ​deliver​ ​personal phone​ ​support​ ​at​ ​any​ ​scale.​ ​Talk​ ​is​ ​built​ ​on​ ​enterprise-grade​ ​technology​ ​with​ ​Global​ ​Low Latency​ ​(GLL)​ ​architecture​ ​for​ ​enhanced​ ​reliability​ ​and​ ​high​ ​availability,​ ​and​ ​Talk​ ​Enterprise includes​ ​enhanced​ ​services​ ​like​ ​deployment​ ​support,​ ​monthly​ ​diagnostics,​ ​a​ ​99.95​ ​percent usage​ ​SLA​ ​and​ ​failover​ ​on-demand.

Zendesk​ ​​Chat​ ​Enterprise​​ ​helps​ ​businesses​ ​deliver​ ​an​ ​effortless​ ​customer​ ​experience​ ​by providing​ ​the​ ​tools​ ​necessary​ ​to​ ​offer​ ​real-time​ ​support​ ​on​ ​websites,​ ​mobile​ ​apps​ ​and​ ​through messaging​ ​channels.​ ​The​ ​Chat​ ​Enterprise​ ​workflow​ ​and​ ​management​ ​features​ ​have​ ​enabled Zendesk’s​ ​largest​ ​customers​ ​to​ ​deploy​ ​live​ ​chat​ ​across​ ​multiple​ ​countries,​ ​languages​ ​and brands.​ ​At​ ​the​ ​same​ ​time,​ ​features​ ​like​ ​skills-based​ ​routing​ ​and​ ​roles​ ​and​ ​permissions​ ​ensure that​ ​customers​ ​can​ ​mitigate​ ​risk​ ​and​ ​scale​ ​strategically. About​ ​Relate​ ​Live The​ ​​Relate​ ​Live​​ ​conference​ ​series​ ​is​ ​designed​ ​to​ ​help​ ​businesses​ ​and​ ​entrepreneurs​ ​explore the​ ​complicated​ ​nature​ ​of​ ​customer​ ​relationships.​ ​It​ ​includes​ ​training​ ​workshops,​ ​breakout sessions​ ​and​ ​thought-provoking​ ​keynotes​ ​by​ ​industry​ ​leaders.​ ​Relate​ ​Live​ ​is​ ​produced​ ​by Zendesk.

Zendesk​ ​builds​ ​software​ ​for​ ​better​ ​customer​ ​relationships.​ ​It​ ​empowers​ ​organizations​ ​to​ ​improve customer​ ​engagement​ ​and​ ​better​ ​understand​ ​their​ ​customers.​ ​More​ ​than​ ​107,000​ ​paid customer​ ​accounts​ ​in​ ​over​ ​160​ ​countries​ ​and​ ​territories​ ​use​ ​Zendesk​ ​products.​ ​Based​ ​in​ ​San Francisco,​ ​Zendesk​ ​has​ ​operations​ ​in​ ​the​ ​United​ ​States,​ ​Europe,​ ​Asia,​ ​Australia​ ​and​ ​South America.​ ​Learn​ ​more​ ​at​ ​​www.zendesk.com​.

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The HR Summit 2019
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