- Helps enhance productivity using workflows, automation and AI to route customer support tickets to the correct agents.
- Uses data to customize reports and offer insights into customer health metrics.
- Allows users to assist customers with better intel and less manual work to boost overall customer satisfaction.
- Lets users resolve support tickets via web, email, phone, SMS, and social media all in one place.
Zendesk is a customer support platform that helps companies manage communication between customers on any channel. Whether your customers want to connect via phone, chat, email, social media, or any other medium, Zendesk brings all of your customer interactions into one, easy-to-use platform, making it simple for you to track all of your support requests, answer questions quickly, and monitor customer service agent’s effectiveness.
Take your customer support and health management to the next level with Totango’s Zendesk Integration. It connects the data from both systems to provide richer customer context for Customer Success Managers (CSMs) working in Totango. With this integration, your customer success teams are able to see a full 360-degree view of all customer data, including any indicators that the customer’s health may be at risk. Armed with this information, your CSMs are able to proactively help customers resolve problems as well as course-correct any issues to bring them back onto the right path.
- Automatically connect key customer data from help desk tickets, customer satisfaction ratings, customer health data, and customer success in real-time to provide a comprehensive understanding of your customers.
- Strengthen your early warning system by allowing customer support tickets to trigger notifications and customer success workflows that help CSMs modify their engagements with customers, if necessary.
- Drive productivity by allowing CSMs to have visibility and access to customer support data in Totango without separately logging into Zendesk.
