Zendesk for software and cloud services

Transform CX to drive net retention

Existing customers or new ones – software and cloud services companies need to pay as much attention to both. Zendesk delivers the tools and resources needed for frictionless customer experience and expanded brand loyalty at scale.

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Scale through self-service

Sometimes your customers just need a quick answer. Empower them to resolve common questions 24/7 with AI-enabled bots, customised help centres and technical community forums.

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Make it personal

Your agents strengthen the customer relationship with personalised service at any level, integrating CRM data, licence and subscription history, configuration and usage history. One 360° view builds the foundation for brand loyalty.

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Work smarter and faster

Boost agent satisfaction with intent detection and automated triage that ensure tickets go to subject matter experts. Agents shed repetitive tasks – common product or deflect enquiries – with time-saving routing, automation and AI-powered workflows.

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Connect your teams

Ease collaboration for front-end and back-end teams by unifying your internal communication channels. Integrate apps like Jira and Slack to help streamline ticket escalations. For agents, shared data from out-of-the-box dashboards continues that support.

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Transform your data to build loyalty

With out-of-the-box and customised reporting plus analytics tools, you track a customer’s journey, providing proactive software support before issues become, well, issues. Use customised dashboards and feedback methods to assess customer sentiment and reward loyalty. Result: data-driven CX strategy with agents ready to upsell and cross-sell your products.

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“Despite a massive increase in support demands for the company’s platform, customer satisfaction metrics and renewal rates are still at all-time highs.”

Scott Gilbert

Senior Director of Global Customer Support at Qumu