5 Essential Tips for Startups to Get Started with Zendesk

What do successful businesses have in common? They prioritize customer experience above all else. While every start-up dreams of cornering the market one day, the process can seem obscure and tedious.

The question that arises is what gives the unicorn its horns? In most cases, both enterprise-level and fledgling start-ups get the best results through good customer experience (CX). This is perhaps why over 75% of start-ups in the Forbes Cloud 100 List are customers of Zendesk consulting services.

Zendesk is cloud-based CX software that allows companies to offer smooth customer service. This software has nearly 170,000 customers. The best part is that its wide range of features can be used by both enterprise-level organizations and start-ups.

This guide offers 5 essential tips for start-ups to get started with Zendesk.

Why is Zendesk Good for Start-Ups?

Zendesk offers well-rounded features that can improve customer interactions. For instance – it is a multi-channel platform that allows agents to access different communication mediums. These include email, text chats, social media platforms, etc. So, customers can contact you via any channel of their choice.

Another reason to use Zendesk is that it brings all customer requests into a single place. This improves efficiency because multiple tickets can be handled at one time. Then, Zendesk integrates well with other software like marketing automation services, project management tools, and outplay sales management.

Finally, Zendesk’s knowledge base is so robust that it addresses the most common FAQs. These FAQs can even be customized for a specific group of customers.

Start-Up Guide to Getting Started with Zendesk

Zendesk has sensed the need for start-ups to have specific features that meet their customer support needs. As a result, it has introduced the ‘Zendesk Start-Up Program.’ One top benefit of this program is that it is free of cost for start-ups between the first and six months. Let’s see how start-ups can use this program to improve CX experiences.

1. Configuring Essential Communication Channels

One of the most important aspects of the Zendesk software is that it integrates multiple communication channels into a single place. This enables your customers to speak with your agents across multiple communication channels like email, social media, phone, and text chat.

However, they can only be available to answer queries on time when all essential channels are configured in a single place. So, start with that to facilitate easy multi-channel query resolution.

2. Routing Requests to Specific Agents

You will receive support queries depending on the number of essential channels you choose to configure. These queries or requests can be automatically sent to respective agents and groups.

For ticket routing, Zendesk offers you the option to create business rules like automation and triggers. Based on the data, you can take appropriate action for each support request.

Not only that but it is also possible to set the ticket priority on the basis of the sender of that request.

3. Take Non-Business Hours into Consideration

Modern customers expect their queries to be answered immediately. It is true that such expectations may not be realistic, especially if you’re expanding to international markets.

This is why it is important to set your customers’ expectations right from the very beginning. Thankfully, Zendesk has the answer to this – its suite allows you to develop a business schedule. Based on this schedule, the system will automatically notify your customers of the hours your team may be unavailable.

This way, your customers are not kept hanging which may make them dissatisfied with the buying experience.4. Defining User Cases

Every part of the Zendesk Suite is accessible only when your team members have signed in and authenticated. One important thing to remember is that authentication depends upon defining user cases.

So, ensure from the get-go that all user cases are well-defined so that your team does not face any issues with signing in and authentication.

5. Implementing the Suite Support

It is also important for you to ensure your customers receive all the support they need in case of queries regarding product restocking, website navigation, shipping and return policy, etc.

To make this happen, install the Zendesk Suite support. This will help you create multiple support channels for your customers. These could include a voice channel, text message, live chat, and more.

Once the channels are set up, allot agents for each channel. Finally, you need to prepare a definite schedule so that customers are made aware of non-business hours.

The Bottom Line

The 2023 Zendesk CX trends report revealed that customers are increasingly looking for immersive experiences. The stakes are high, for enterprises and especially for start-ups.

As start-ups realize the importance of keeping up in this technological race, Zendesk is emerging as a popular customer service software choice. If you have not started using this software, it is high time you strengthen your customer support efforts with it.

In case you find the entire process too overwhelming, consult with a reliable business growth consultant for Zendesk. With expert help by your side, you should be able to serve your customers faster and better!