How to : 提供合适的客户服务

以往称为ZENDESK SUPPORT :客户支持的核心

一个完全整合式工单处理系统是建立卓越客户体验的第一步。它是您所有客户疑问、请求和顾虑的中枢。最重要的是,它为您提供了每个客户的完整概观,让您得以提供合适的支持。

有利于客户

在任意管道上轻松提供支持,如电子邮件、传讯、社群媒体、客服中心、语音通话、Bot,以及社区论坛。

代理可轻松使用

赋予代理提供高品质支持所需的一切。

可针对您的业务予以调整

透过一个功能强大而灵活的解决方案保持敏捷度,该解决方案可满足企业在任何一个成长阶段的需求。

实现客户满意度 , 再也不会跟不上客户的请求

无论客户透过电子邮件、交谈、电话,或任意网路、行动或社群管道与您联络,每次提交内容都会建立一张工单,并进入伫列中。客户会收到通知,确认您的支持团队已收到请求,很快将为其提供帮助。与此同时,诸如传送、CSAT 评级、时间记录、服务层级协定等强大的工具可确保您的代理不会错失目标。

汇于一处管理所有的互动 , 散播欢乐的工作区

  • 所有⼯作,汇于⼀处 (One place to do it all) : 提⾼代理的满意度和⼯作效率。使代理可在多个管道之间管理⽀援,并可⾃由协作,⽽⽆需在分⻚ 或浏览器之间转换。
  • 代理所需的所有详情 (All the details agents need) : 为代理提供完整的客户背景资讯,以及诸如动态表单与⾃订⼯单栏位这样的⼯具。赋予代理其所需 的详情,以便其提供更快、更个⼈化的回复。
  • 重新获得时间 (Reclaim your time) : 设定⾃⾏运⾏程式以提⾼代理的业务能⼒,并更快地解决问题。您还可予以个⼈化,使沟通⾃然顺 畅,并与品牌相关。

顺畅作业

  • ⼏分钟内即可整合  我们随即可⽤的app使管理员可与其他业务系统整合,⽆需撰写程式码。
  • 最佳化营运  运⽤预先建立的仪表板,获得对业绩的深入⻅解,或运⽤⾃订报告更加深入地探索。确定客户所 需,以及提⾼效率的⽅法。
  • 以您的⽅式⾃订 ⽆论您的需求是简单还是复杂,Zendesk 都可使您灵活地建立⾃订整合并设定⼯作流程。
Learn more about Zendesk

Zendesk Suite , start a free trial today.

KERRY EXPRESS
Demeter ICT involved in Zendesk implementation at Kerry Express, starting from customer service process design, configuration, integration with Telephony and Chatbot, training, testing, data migration and Go-Live Support. The implementation time was around two months.
LINEMAN
Demeter ICT participated in Zendesk implementation at LINE MAN WONGNAI. The scope of work is involved with customer service process design, configuration, integration with Telephony, training, testing, data migration and Go-Live Support. The system was up and ready in one month.
Cathay Pacific Airways
“As a customer-centric airline, it is essential that Cathay Pacific communicates with our customers on the channels they prefer. Messaging is fast becoming the preferred mode of communication of our customers and we’re looking forward to enhancing our customer experience with these new Zendesk capabilities.” - Lawrence Fong Group GM IT and Digital, Cathay Pacific Airways
TRUE
Demeter ICT helps TRUE implement the Zendesk system. The scope of work is involved with customer service process design, configuration, training, testing, data migration and Go-Live Support. This is another ideal case that the customer started from a small portion of Zendesk deployment in order to prove the concept and expand significantly during the past few years.
Riot Games
“Zendesk is very much focused on the 'player' experience, like we are. I feel like we’ve always been able to speak honestly with each other.” Shaun 'BlueFire' Randall Product Manager Support Engineering at Riot Games
Evernote
“We love the help center in Zendesk because it’s easy to use. We get some great analytics out of it in terms of which articles are being used the most. It helps us to make adjustments and to see what’s helping our users.” - Gerald Hastie Director, Global Customer Experience at Evernote
Tesco
“Zendesk allows us to treat our colleagues with as much care as we give our customers.” - Adam Bruce Lead Product Manager, Service Desk at Tesco
Discord
"If we hadn’t invested so heavily in incredible support and our customer experience, we’d probably be just another app. Even if we’re just sharing cat memes, we’re constantly engaging with our customers, so they feel like they really know us as people. That’s a big part of our brand, and that starts with great support." - Danny Duong Director of Customer Experience at Discord
Airbnb
“Having a partner that really understands our business, and how ambitious we are, is huge—because service, at the end of the day, needs to be in lockstep with every single track of work that’s happening within Airbnb.” Shirley Lin Product Lead of the Support Products Group at Airbnb
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