We are excited to announce the launch of a new product, The Zendesk Suite - everything you need for frictionless, omnichannel support in one great package and price.
Customers have shown over time that they like having options for contacting a business—sometimes to self-serve, other times to reach a human. And companies have responded by making themselves accessible through the communication channels their customers use, whether it be email, phone, chat, or social messaging. The result, however, is different channels being deployed in an ad-hoc manner and a siloed, fragmented customer experience. Customers have to repeat themselves, context is lost, and agents spend time navigating through multiple interfaces, which leads to long handle times and other inefficiencies. And support leaders struggle to get a sense of what’s happening holistically across their support channels when it comes to ticket volume, handle times, agent utilization, and other KPIs. All of this results in lower customer satisfaction, high frustrated agents, and poor ROI on your support investment.
Customers expect more. They value being able to pick up a topic with a business exactly where they left off, and they appreciate when a business recognizes that it has dealt with them before. What customers want is to have a conversation that flows effortless across any channel and is convenient for them. If they start an interaction in one channel and complete it in another, they expect to be able to do that without having to repeat themselves. The context of the conversation needs to persist. And on the other side of that customer is the agent. We need to think about the technologies they use and how they get a clear view of the customer behind the ticket, including their history and preferences, in a quick and efficient manner. And lastly, let's not forget the admin, who needs a single source of truth across the environment
That’s why Zendesk is excited to announce our newest arrival—The Zendesk Suite. The Suite, as we like to call it, combines our core product, Zendesk Support, with Zendesk Guide, Chat, and Talk, for an easy, bundled omnichannel customer service experience, that we’re pleased to offer at a great price.
Find the right channel for the right job
The Zendesk Suite includes:
- Support, help desk ticketing
Zendesk Support is the foundation of our omnichannel platform, where customer interactions across phone, chat, self-service, email, and any other channel you can imagine, come together in one place. Zendesk Support is built to help agents seamlessly manage customer conversations, so that they're as productive as possible and so that customers stay happy.
- Guide, knowledge base and smart self-service
Omnichannel support often starts with self-service. It’s easy to build a knowledge base so customers can resolve their support issues themselves—and most actually prefer to. It’s great for businesses as well; Zendesk Guide filters out the simple questions and repeat issues, so agents can focus on things that require a human touch.
- Chat, live chat and messaging
Some customers are just in a hurry and need quick access to a real person. With Zendesk Chat and Message, you can proactively engage customers—in real-time and in context. That way, complex or time sensitive problems can get the attention they deserve.
- Talk, call center software
Of course, not all issues are that simple. For complex problems—like placing a complicated order or re-booking a flight—customers often call to get more personal support. Zendesk Talk makes it easy and efficient for agents to help customers over the phone as part of a seamless omnichannel support experience.
Together, The Suite connects all the dots so that you can choose to open and close channels as desired, but always recognize your customer. No contacts slip through the cracks, and nothing is lost in one system while you’re working tickets in another.
Connect in better ways
With The Zendesk Suite you can:
- Give customers what they want, when they want it
Original research from Zendesk found that 64 percent of customers expect real-time assistance, regardless of the channel they choose—a tough demand for lean and growing teams. As many as 87 percent of customers think brands need to put more effort into providing a seamless customer service experience. Meet customers on their smartphones or embed help directly into your app. The possibilities are endless when you extend The Suite using the Zendesk API, Embeddables, or tap into our apps and integrations ecosystem.
- Create insight-led experiences
The Suite gives leadership visibility into cross-channel trends, ticket volume, and agent performance. With a single source of truth, you can manage all channels from a single interface and make adjustments in real-time, as needed. This can mean using Guide to update a help article from within a ticket, or spotting a trend and updating a product page that’s generating a flood of tickets. Or, it might mean opening live chat during high call volume times, or shifting agents between channels to help field a surge in volume. It also means planting the seed for growth—starting with an infrastructure that allows you to transform your support into a proactive and revenue-driving arm of your business.
- Deliver world-class support operations
If your business struggles to offer all the channels your customers expect, or agents are providing inconsistent service as they move between systems that aren’t connected, an omnichannel solution allows your team to offer the kind of integrated, seamless experiences offered by world-class support organizations. With The Suite, your business maintains the history of customer interactions for greater context each time the customer engages. This leads to simplified workflows and speedier resolutions, which in turn makes customers happier.
The best part is that The Suite offers a low investment to get up and running. Turn it on right out of the box, and scale or extend and customize your experience as you grow.
Ready to get started?
It’s easy to take your customer engagement practices to the next level with The Zendesk Suite. Everything you need to connect in better ways with your customers. Learn more about The Suite or contact your sales rep.
We're here to help
If you need some help to get up and running, we have a number of resources and programs to guide you along the way:
- Check out our Getting Started Guide
- Take advantage of our Self-Starter Pack, which includes training courses for admins and agents to quickly onboard with The Suite
- Contact your sales rep to learn more about our implementation packages.