The key to success in a customer-driven market is to create and maintain great relationships with customers. Zendesk can help you to do it at scale. With this customer support platform, you can connect with your customers on any channel.
In a nutshell, there is no matter whether your clients want to get in touch by phone, chat, email, social media, or any other channel. In any case, Zendesk brings the interactions to one place and makes it easy to keep track of all support requests, reply quickly, and monitor service agent’s performance. And you also can integrate your favorite apps to power up your help desk.
Before you continue reading the article, take a look at the video about these apps:
The family of Zendesk products
Zendesk offers scaling for its customers in order to meet the unique business needs of SMBs and enterprises equally. The platform provides:
- Support (ticketing system to deal with issues)
- Guide (company’s self-service knowledge base to deliver smart answers to customers and agents),
- Chat (real-time engagement with customers),
- Talk (integrated call center software).
You can implement all apps by purchasing a Zendesk Suite or use them individually.
| Name | Rating | Price |
|---|---|---|
| Email Tracking | ★★★★★ | $2.00/agent/month |
| Proactive Campaigns | ★★★★★ | $5/agent/month |
| Video Reply | ★★★★★ | lite - $19.00/agent/month pro - $39/agent/month |
| GDPR compliance | ★★★★★ | standard - $50.00/organization/month premium - $65.00/organization/month |
| Productboard | ★★★★★ | $20.00/agent/month |
| Pythia | ★★★★★ | $20.00/agent/month |
| ChargeDesk | ★★★★☆ | $29.00/up to 3 agents/month |
| Agent Scripting | ★★★★☆ | $25.00/month |
| BrightReps Sidekick | ★★★★☆ | Free |
| MaestroQA | ★★★★★ | Pricing on request |
6 apps to synergize Zendesk Support
Email Tracking
Email Tracking will help you find out if the customer opened your email or not. However, tracking email opens isn't the only thing it can do. The app adds tags, to help identify and take further action on the problem tickets, and also sends notifications right when the email is opened. Moreover, there is an analytics and reporting feature that helps you understand which emails work best with your customers.
What users say about Email Tracking:
"I haven't seen a similar app on the market at all! Sometimes it's crucial to know if and when your customer read your email. And working with this app is very simple, too. You can see all the updates about the opens directly in the ticket."
"Now that I use Email Tracking, I can see when clients open my emails and which messages increase their engagement. The app helps you know exactly what works best!"
Proactive Campaigns
Proactive Campaigns app allows your support and marketing teams to quickly and easily create customer lists and send mass outbound emails. What is more, with its help, you are able to streamline the way you send personalized follow-ups, updates, offers, etc. The app also automatically creates tickets on customers’ behalf and tracks the responses in Zendesk Support. Proactive Campaigns app is what you need when optimizing your support workflow because of their attention to details. For example, the creators enabled agents to automatically set any status for the tickets created as well as made the system add relevant tags to newly-received customer responses to sent campaigns. Everything is available directly from your Zendesk Support account, no need to constantly jump between tabs or windows!
What users say about Proactive Campaigns:
“It does exactly what it says it will do, and there is now HTML support. It fills a gap in Zendesk's features that otherwise would require both a very expensive feature (customer lists) and a third party app like Mailchimp. I'm very happy with this app so far.”
“We tried sending outbound emails using triggers, but it didn't work as expected. With this app, we're not only able to update large groups of customers at a time but also accurately track all their replies.”
Video Reply
Video Reply is a tool that helps marketers deliver complex info in a digestible format 0 the video one. And it's huge in 2020. So, why not use it in customer support? With this app, you can record tutorials and introductions, and attach them to the ticket. Or, you could diversify your FAQ section to avoid answering repetitive questions. This app is great, not only because it's a mini recording and editing studio in Zendesk Support. Most importantly, you can provide customers with visual clues that messaging lacks. For example, body language means like gestures, voice tone, facial expressions, and a simple smile. Last but not least, you can constantly improve the quality of your video replies and tutorials using the precise reports which are automatically generated by the app.
What users say about Video Reply:
“The functionality of this app is impressive. I tried attaching videos to tickets before, but it took way too much time. Now I can solve tickets faster cause I have pre-recorded tutorials at my fingertips.”
“We use videos in our support service every single day. It's the best way to explain the product and solve issues. But we had to get the marketing and design teams involved to help us on this part. This app makes things soooo much easier.”
GDPR Compliance
GDPR compliance can help you redact or remove personal data in bulk. General Data Protection Regulation (GDPR) took effect in 2018. So now, in 2020, you have to remove personal data of EU citizens upon their request or within the predetermined time frame. And this app not only simplifies the process but also allows keeping the metadata for the business needs (for example, for reports). Thanks to anonymization, you can remove sensitive information and keep what's essential to the business. If needed, you can also download the user's personal or ticket data on request in just a few clicks. Last but not least, you can easily redact data of individual users and whole lists.
What users say about GDPR Compliance:
“Manually cleaning up data ticket by ticket cost me a tremendous amount of time. This app is not only saving my time but also helps to make sure all bits of personal data are removed.”
“Great app. I especially like the ability to extract customer data into a CSV file with just a few clicks. No manual assembling needed, no endless scrolling through the conversation history.”
Productboard
Productboard helps you to understand what products users need and prioritize what to develop next. Together with Zendesk, this product excellence system connects relevant tickets with insights from customers to help companies improve the pain points or add some lacking features to your products.
What users say about productboard:
"productboard helps product managers figure out what to build next… and why."
"We funnel all our company's user insights through productboard. It's changed my life."
Pythia
Pythia levels up the productivity of your Zendesk agents and managers with better macros/shortcuts usage and reporting. The app adds advanced macros search, personal quick buttons, smart reply suggestions, etc. to standard Zendesk functionality to help increase your CS productivity by up to 30%. Pythia works perfectly with multiple languages, brands, groups, forms, and fields.
What users say about Pythia:
“Great app to help with automation and reduce time agents spend writing responses. Support has been amazing and helped us improve our internal setup and processes as well as the customer facing aspects of ZenDesk. Definitely a must have app!”
“Pythia does a great job for our Zendesk. It has important features not available in Zendesk at any plan and serves as a simple and efficient productivity tool for our agents. Not to forget is Pythia's team – very responsive and extremely professional in terms of Zendesk knowledge.”
4 best apps to enhance your Zendesk Chat
ChargeDesk
ChargeDesk will be your main helper in managing Stripe, PayPal, Braintree, Recurly, and Zuora payments inside Zendesk. You can view, create, refund, and cancel all payments and subscriptions from Zendesk. You can also control all the billing procedures within your company, viewing the complete billing history for each client, and sending payment reminders. The app will work with your current eCommerce setup and, most important, will require no additional coding.
What users say about ChargeDesk:
"Managing our payments right in Zendesk, and not worrying about invoices or refund notifications lets us to help customers faster. ChargeDesk enables us to save time and money, while improving customer satisfaction."
Agent Scripting
Agent Scripting comes as handy live support that allows support agents to follow the interactive, standardized scripts. You also can create custom scripts with Zingtee tools (that is a provider of Agent Scripting App), and they will be available in your Zendesk. Your agents just have to read the prompts, and if the agent has to pick up the ticket script that was left by another person, the script window will return to the last opened mode and show the history of all the steps taken previously. The app also delivers your reports on how your tree is being used.
What users say about Agent Scripting:
"The clean look and feel as well as the ease of use are great. This product and the reporting are fantastic. Keep up the good work."
BrightReps Sidekick
BrightReps Sidekick app is a solution for building, using, and measuring support team process flow. The app offers:
- flow builder to build, download, and publish the process flows for reps to follow right from the Zendesk ticket.
- integrated workflows to deliver a knowledge base of processes that is searchable and suggests workflows based on ticket criteria.
- process analytics to view processes including heat maps of completions, time spent for each step, and rep feedback to measure and improve their processes.
There are some Sidekick integrations available, and additional steps the app offers to take - all of them require no coding.
What users say about BrightReps Sidekick:
"Our startup has worked closely with BrightReps to develop unique, time-saving solutions. The BrightReps team is brilliant, upbeat, and fast, and their tools reflect their care and expertise in the customer service industry. I can not recommend BrightReps enough!"
"We love BrightReps! We can now handle tickets in a fraction of the time, and focus on the business of being there for our customers instead of messing about with our other necessary but time-consuming services."
MaestroQA
MaestroQA is a quality assurance and monitoring app. You will find it useful for improving customer satisfaction, NPS, CES, maintaining consistent service during outsourcing or scaling, and creating a quality score of KPI for agents. The other benefit is driving employee learning and development. Users usually increase CSAT by about 11% in the half-year.
What users say about MaestroQA:
"MaestroQA has completely changed how we think about grading quality interactions. . . . This tool really is amazing and they truly provide a beautiful customer experience for their clients."
"MaestroQA truly helped our company measure the quality of the service our CX team is providing. The reporting feature provides valuable insights that allow us to take specific actions and identify on which areas we might be underperforming. The team is incredibly supportive and they take user feedback into account when it comes to implementing new features."
Recap
Zendesk brings efficient and outstanding tools for driving more satisfied customers to your brand. Besides, there are many useful apps available to power up your help desk. In case, you want to add some up to the best apps for Zendesk list, feel free to comment.
Bonus
Whether you like the vibe of the dark mode or work at night shifts, there's an extension that will meet both needs. It works with Support, Guide, Chat, Talk and Explore. And you can get it for Google Chrome and Mozilla Firefox.
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