Workflows, Collaboration, Compliance

A lot of development effort has been made on features that increase the agents and sales reps efficiency and overall productivity of the Customer Service, employee support, and Sales departments:

• Agent Workspace (to handle all the interactions from the same interface)
• Collaboration tools (light agents for other departments and side conversations with third-parties)
• Workflow tools (automations, triggers, macros, templates, tasks)
• Routing options (to assign the request or lead to the right agent or sales rep)
• SLAs (Service Level Agreements)
• Intelligent Views (to organise and act on the information on a personal and group level)
• AI (automatic responses for the web forms and email recommending articles as per the natural language of the request, knowledge base content suggestions, customer satisfaction (CSAT) prediction, integration of Google Translate into Chat & Messaging)

The compliance certifications and memberships of Zendesk^® are a proof of its security, availability and performance, being an important element to ensure its suitability for different kinds of companies (startups, SBMs, Commercial and Enterprise) and public organisations.

Zendesk^® has also invested heavily to assist its customers in complying with their obligations with the GDPR (General Data Protection Regulation) or the CCPA (California Consumer Privacy Act).