June 7, 2018

Zendesk unveils workflow and collaboration tools for enterprises

The launch aims to simplify customer response services for enterprises to help them scale seamlessly.

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Zendesk have launched workflow and collaboration tools for enterprises in order to respond to customers quickly and easily. With this launch, Zendesk will allow enterprises to manage inbound customer requests and prioritize queries at scale without hampering customer experience.

According to Zendesk, addressing product and service queries forms a huge deal of customer acquisition and growth for businesses. They claim that enterprises have to straddle between managing the expectations of existing customers and enticing new customers for business expansion.

In a bid to expand their businesses, Zendesk say that organizations lose focus on a better customer experience and gratification. To close this gap, Zendesk though of addressing this problem by coming up with workflow and collaboration tools for enterprises that would help them take care of a large number of customer requests.

Speaking about the launch, Mikkel Svane, CEO and founder at Zendesk said:

Customers have the same high expectations for every company they do business with — regardless of the company size or industry.

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.

Enterprises claim that this launch will help them better focus on their KPIs and factors critical to business success. Explaining this, Ioannis Savvidis, Head of global hotelier care and advertiser operations at Trivago, commented:

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.

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