Bad news is, more than half of what customers are disgruntled about in a company is not the quality of their products, but of their customer service. The good news is, your company can raise the bar in your own customer service providence by using Benchmark - Zendesk integration plugin.
How well you help your customers in answering all their questions and fixing their problems should not be underestimate. No matter how stellar your products are, people are going to drop it like a hot potato if you, as a customer service rep, don’t give them clear instructions on how to properly fix their broken potato.
This used to happen where you just call in to the company help hotline to ask questions or complain but now with the bombardment of new social media platforms that just arose in the past few years, there are more ways for customers to call in to complain, and more public eyes to see the complaint and whether or not your company is doing its best to assist them in a respectful and timely manner. Nothing grinds a customer’s gears more than submitting a question and not hearing back until hours, even days, later.
So it is of the utmost importance that you check your Facebook, Twitter, Instagram, Pinterest, Google+, Youtube, LinkedIn, etc.,…probably every second of everyday just so you can be on top of things and nab each complaint right away before it escalades into a public meltdown.
Just to de-stress your work day, and so you don’t have 50 tabs open on your browser for all your social media, Zendesk is an online software that pulls each urgent question from your social media platforms onto one simple dashboard.
The software highlights conversations that are urgent and require attention, and brings them onto your main Zendesk page. Each question is then marked as a ticket as a number so that you as the support rep can scroll through the tickets and tackle one at a time. Or you can even tackle more than one ticket at a time too, if you so desire.
Is it possible for customers to ask questions that even you as a support rep don’t even know about? Yes, of course, this happens all the time! That’s why Zendesk also allows you to collaborate with other department members to solve the issue at hand.
Want to make your customers even happier? Utilize the Benchmark-Zendesk plugin to segment all your Zendesk into one contact list. You already know the benefits for your business that comes from email marketing, so combine email marketing with superior customer service engagement for an overall happy customer service-business relationship (hence, less complaints).