The bulk of agents’ work, including correspondence with customers, takes place in Zendesk’s own web-based tools. Many companies lean on Zendesk to handle incoming requests and publish help documentation. Zendesk and Freshdesk: Share tickets across your enterprise
#SLACK SUPPORT UPDATE#
Agents can seek out help in a dedicated Slack channel, records automatically update in Salesforce or Oracle as the case evolves, and all relevant parties see the same conversations and context. This means your sales teams and customer support teams can connect with the people and information they need in whichever app they feel most comfortable working. Both platforms offer apps for Slack so that your customer teams can share key details and data with any other cross-functional partners, even those whose roles don’t require a Salesforce or Oracle account. Salesforce and Oracle: Extend the reach of key service platformsĮnterprise companies typically rely on large platforms like Salesforce Service Cloud and Oracle Service Cloud to handle their entire customer lifecycle, from initial interest and deal closings to account management and eventually support.
#SLACK SUPPORT SOFTWARE#
Each of the following integrations accelerate these kinds of connections, increasing the value of your existing software and driving faster, more accurate answers for customers. For example, an agent can troubleshoot with an internal expert in real time, and neither needs to toggle between tabs or apps. By doing so, each bridges the gap between agents and the rest of the company, which relies on channels to get work done. Many widely used customer support tools integrate with Slack. But when resolving a ticket requires coordination across internal teams and tools, the customer’s experience is almost always worse-and that’s why support teams at leading companies like Oscar Health and Accent Group Limited are turning to Slack.
Most support teams rely on ticketing software to ensure swift communication with customers.
More than one, and that number rises to 80%.
In fact, a recent report from Zendesk found that 50% of consumers will switch to a competitor after a single bad support experience. Exceptional customer support is no longer a nice-to-have for any business it’s table stakes.
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