Help desk software that creates better customer experiences for your business

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What does help desk software do?

A helpdesk is technology that executes a few core tasks, and ideally far more, acting as a partner as you scale. Traditionally, a help desk defines its goals and processes based on government and corporate best practices such as ITIL (Information Technology Infrastructure Library). The goal within ITIL when dealing with customer issues or incidents specifically is to "restore normal service operation as quickly as possible and minimize the adverse effect on business operations,” Mikkel Svane, CEO of Zendesk, once said. Not all help desk solutions are created equal and not all help desk solutions do the same things. That said, here are the basics:

  • Handle customer questions and issues in a systematic way: from intake, managing, and organizing, to response and resolution, and ultimately, reporting
  • Allow for multi-channel support. This means that you choose the channels that are right for your customers—phone, live chat, texting, email
  • Self-service capabilities. What does your ideal knowledge base look like? The right service desk lets you take your team’s institutional knowledge and put it to work for your company, internally, and all your customers in a self-service portal
  • Tracking and analytics. How quickly were support requests first answered and ultimately resolved? How happy was the customer?
  • Integrations. Apps, widgets, and add-ons can be lifesavers in the present and integral to future growth

How Zendesk help desk software solves support problems

Customer satisfaction is critical to most every successful business, and there are two main kinds of customers: the external kind, the people you created your business to serve, and also the internal kind, your employees. Helpdesk software that’s seamless and omnichannel is now the standard. But what does it mean, long term, to satisfy your customer’s needs? Do positive interactions have the same long-term impact as negative ones? According to The 2018 Zendesk Customer Service Survey Report, for 97% of respondents, bad customer service changes buying behavior, and for 87%, good customer service—by phone, live chat, email, et cetera—changed buying behavior.

Who uses help desk software?

A great help desk is at the heart of great customer support. Help desk software enables support agents to track, prioritize, and solve customer support tickets. But Zendesk is more than just help desk software; it's a cloud-based software and engagement platform for customer service that offers omnichannel support. That means that customer interactions across phone, chat, email, social media, and any other channel you can imagine come together, all in one place.

Zendesk helps streamline customer support with time-saving tools like triggers and automations. It's support desk software that is intuitive and easy to use because it's built with both customers and service desk agents in mind. Great customer support starts with the right tools, and with Zendesk, you've got everything you need to build the best customer experience possible.

    Un logiciel de service client pour tous les types d’équipes... et d’entreprises

Customize your Help Desk Make your ticketing software yours

Logiciel de service client Mieux ensemble

Travail d’équipe

Zendesk’s web-based help desk solution allows support teams to collaborate with each other and share information using private comments on any issue that may arise. It also displays real-time updates about who is viewing a ticket at any given moment.

Aidez les autres à s’aider eux-mêmes

Alliez votre logiciel de service client à un Centre d’aide personnalisable, une base de connaissances, une communauté en ligne et un portail pour offrir aux clients un self-service amélioré et aux agents une efficacité supérieure et des délais de résolution accélérés.

Obtenez toutes les informations dont vous avez besoin

Avec les outils de rapports et d’analyses de Zendesk, vous pouvez obtenir des informations sur ce qui compte le plus, des performances de votre équipe à la satisfaction de vos clients.

Vue du logiciel de service d’assistance Zendesk Support sur un appareil portable

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Obtenez les bonnes informations des clients

Dynamic request forms and ticket fields give support ticket agents extra context, so they’re better prepared for the conversation and can offer more personalized customer support.

Ne ratez jamais une échéance

SLAs are built-in so help desk agents can set their own parameters, and use up-to-the minute measurements to keep an eye on the status of specific tickets.

Emmenez votre service client partout avec vous

Our native mobile apps enable help desk agents to respond to customer service requests—even when they’re away from their desks.

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« Zendesk propose une interface utilisateur intuitive. Le système est facile à mettre en place. Son design réactif permet de le déployer sur des sites Web, des applications mobiles et des centres d’engagement client. »

Découvrez comment une expérience utilisateur d'exception et d’autres qualités de notre logiciel de service client ont aidé Zendesk à se placer dans la section Leaders du rapport Magic Quadrant de Gartner.

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La famille Zendesk

Zendesk Support centralise à un seul et même endroit tout ce dont vous avez besoin pour gérer vos interactions avec les clients. Mais ce n’est pas tout. Découvrez ce que vous pouvez faire d’autre avec la famille de produits Zendesk.