Successful omnichannel retailers provide seamless and consistent brand experiences ― which include customer self-service ― regardless of how and where along the path to purchase customers choose to engage.
Zendesk, a provider of cloud software designed to improve customer service, has announced Help Center, an all-in-one knowledge base, community and customer portal that helps omnichannel customers find their own answers. The tool enables retailers to implement a self-service portal that is relevant to their customers, and simple to create and customize as a blog.
“Consumers want customer service on their own terms, and they expect to find immediate answers online,” said Adrian McDermott, SVP, Product Development, for Zendesk. “The new Help Center makes self-service a first-class experience, both for companies customizing it for their needs and for their customers seeking relevant content.”
Help Center upgrades the mobile-optimized Zendesk interface for self-service announced in 2012. The enhanced offering generates content more quickly so users can get answers in fewer steps. It also features a community section where customers can communicate with each other. Trending questions are highlighted to the entire community, and questions are recommended to customers based on previously viewed content.
For retailers, Help Center focuses on simpler customization and management, such as:
Customizable design themes;
An administrator toolbar for editing and drafting content directly from a retailer’s live help center; and
Multilingual content, with more than 40 languages supported.
The Help Center portal captures customer communications from a web site, email, phone, Twitter, Facebook and chat, and turns it into a ticket. Native mobile apps for iPad, iPhone, Android, Window Phone, BlackBerry and Kindle Fire are offered. Analytics and customizable reports help retailers analyze and better understand team performance and omnichannel customer satisfaction.