zendesk customer support tool

What is Zendesk? Ultimate Customer Support Tool 

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When running an ecommerce store, customer support is an integral part of keeping your business running smoothly and making sure customers feel taken care of. Developing and maintaining good customer relationships can be a big factor in the success of any dropshipping store. But finding a quality dropshipping store support solution that fits your needs can be tricky. Luckily, there are ecommerce customer support tools like Zendesk that can help you elevate your customer support.

If you’ve never heard of Zendesk before, there’s a chance you’ve interacted with it when contacting customer support yourself. It’s an extremely popular ecommerce store support platform that helps businesses of all sizes manage their customer inquiries. Zendesk consolidates all of your customer support channels into one easy-to-use platform. This means you can easily keep track of all the different ways your customers are trying to reach your business.

With Zendesk, dropshipping store owners can access a number of features that make it a smart choice for ecommerce stores. Zendesk is a customer support tool that can help you manage and answer customer inquiries quickly and efficiently so you can focus on other areas of your business.

How Zendesk Helps Run Your Dropshipping Store

Acquiring the right tools to help run your business can make all the difference in how successful you are. When it comes to customer support tools, Zendesk is a great option for dropshipping store owners. When you use Zendesk, dropshipping customer support becomes much simpler and easier to manage. All of your customer support channels are consolidated into one platform, making it easy to keep track of everything. You can also customize Zendesk to fit the specific needs of your dropshipping support staff.

Below we will outline the different products within Zendesk so you can clearly see how Zendesk will help you run your dropshipping store and take your customer support to the next level.

ecommerce customer support

Zendesk Support: Prioritize, manage, and resolve support tickets.

Depending on how large your dropshipping store is, it can be challenging to keep track of all the different customer support requests coming in. From emails to social media messages and phone calls, it can be a lot to manage. With Zendesk Support, dropshipping store owners can easily prioritize, manage, and resolve support tickets all in one place. This ecommerce customer support tool also allows you to customize the way you view and organize your support tickets.

Zendesk Guide: Provide a self-service knowledge base.

Interchangeably called the Zendesk Help Center, Zendesk Guide provides your customers with a self-service knowledge base. Instead of contacting support, your customers can find quick answers and solutions to their problems from the information you provide in a well-organized, customizable knowledge base. This empowers customers to take care of their own needs when possible, but it also increases customer satisfaction by providing a quick solution to their problems and decreases the number of support tickets your dropshipping support staff has to respond to.

Zendesk Chat: Live messaging with customers.

Zendesk Chat is a live messaging software that allows you or your dropshipping support staff to talk to your customers in real-time. This can be a great way to provide quick customer support and address any concerns they may have instantly. It will also help build relationships with your customers by providing a more personal level of service.

Don’t be fooled, though! Zendesk Chat isn’t your average live messaging software that lives on your website. There are tons of features making it a powerful customer support tool for dropshipping stores. Some of the most impressive features are the ability to chat not just on your website but allowing customers to chat via several social channels like Facebook and Instagram, 24/7 support with automation, live chat analytics, and more.

Zendesk Talk: Cloud-based voice communication.

While live chat and a self-serve knowledge base can cover many of your customer service needs, there are advantages to talking it out. For more complex issues or customers who prefer to communicate via phone, Zendesk Talk is the best solution. Zendesk Talk provides all of the options you’ll need for your ecommerce store support team to handle voice communication with your customers. This ecommerce customer support tool includes everything you need to set up a call center for your business. With Zendesk Talk, you have access to a cloud-based voice service that works right out of the box without any extra hardware or tech.

Zendesk Explore: Access reporting and analytics to improve support.

According to ZenDesk, companies that leverage data the most see a 79% reduction and customer wait time and four times more resolved customer requests. But to provide the best customer support possible, it’s crucial to have access to data and insights so you can see what’s working and what needs improvement. Zendesk Explore is a reporting and analytics tool that gives you all the data you need to help your dropshipping support staff improve the way they’re handling customer support.

With Zendesk Explore, you can easily see which support channels are used the most, what kind of support requests are being made, and how your support staff is performing. This ecommerce store support tool simplifies the process of analyzing customer support data with pre-built dashboards for every channel that are customizable and ready for sharing and collaboration with your team.

Zendesk Gather: Community forums for customers.

Empowering your customers to self-serve support will not only reduce the number of support requests your dropshipping support staff has to handle, but also ensures that your customers feel like your company is providing upfront support before they even need to get in contact with you. Zendesk Gather is a community forum tool that allows you to build a self-service customer support community for your ecommerce store.

With Zendesk Gather, you can create a space for your customers to ask questions, give feedback, and find solutions to their problems. This ecommerce customer support tool will build a community of customers who can help each other and interact with your dropshipping support staff.

A community-based space full of your customers allows your business to leverage customer expertise to help build up a forum full of evergreen self-service support.

Zendesk Sell: Sales CRM to enhance team efficiency.

If you’re looking for an all-in-one ecommerce customer support tool that will help your sales and support staff work more efficiently, then Zendesk Sell is the answer. Zendesk Sell is a sales CRM tool that gives your team everything they need to manage their sales pipeline and customer relationships.

With features like email tracking and notifications, activity reporting, email automation, sequencing, and more, Zendesk Sell ensures that your sales team has all the information they need to keep track of customer relations and win more prospects. Your business can use Zendesk Sell to increase conversions, enhance productivity, and use calculated sales performance metrics to let the best practices lead the way.

Zendesk Sunshine: Helps create better customer experiences.

Zendesk Sunshine allows you to connect, understand, and use all of your customer’s data, regardless of where it’s stored so that you can provide them with the best possible experience. Sunshine is an open platform that enables you to easily integrate all of your customer’s data into one place.

As you can see, Zendesk offers a wide range of features that can be extremely helpful for dropshipping store owners. When you use Zendesk, dropshipping customer support inquiries become much easier for your team to manage. However, it’s not just a way to organize and answer customer inquiries. It also offers plenty of other features to help you cover all aspects of customer relations, from sales to customer support reports and analytics.

Top 3 Zendesk Features To Add To Your Store (H2)

Now that you understand all of the different features that Zendesk offers, it might seem a bit overwhelming to decide which features might work for your dropshipping store. Instead, let’s take a look at the top three features that you should consider adding to your dropshipping store.

Ticket System

The ticket system is one of the main customer support features that Zendesk offers. It collects all submitted customer support requests and lets you manage them from an easy-to-use, centralized location. This is much easier and more efficient than managing and routing customer service requests from a simple email form on your website. Zendesk’s ticket system allows your customers to submit support requests which are then routed to the appropriate dropshipping support staff member.

One of the best features of the ticket system is that it doesn’t just include official tickets from the website. It can also pull in support requests from chat, social media platforms, and more to keep track of all customer support issues in one spot for easy access and problem solving.

Knowledge Base

The ZenDesk Knowledge Base is an online library of articles, guides, and FAQs that your customers can use to find answers to their questions without having to contact customer support. This self-service ecommerce customer support tool can be used to provide solutions to common questions, how-to guides, and product information.

With ZenDesk, your business can build a robust knowledge base to reduce the number of customer support requests and free up your dropshipping support staff to focus on more complex issues. In addition, your customers will feel that you’ve taken care of their needs quickly and efficiently when they can find the answers they’re looking for without having to wait for a response from your ecommerce store support staff.

Community Forums

Community forums are a great way to build a strong sense of community and customer loyalty around your brand. Zendesk’s community forum feature lets you create a private forum especially tailored to your customers. This is a great place to better understand your customers by interacting with them and collecting their feedback as they post about their experiences or issues with your product.

Not only will your community forums reduce your support load by allowing customers to find and answer questions themselves, but it’s also an excellent way to build customer loyalty and brand ambassadors for your ecommerce store.

Zendesk Pricing

Zendesk is a highly versatile collection of tools that can be used to support a wide range of businesses. Whether you’re just starting out with a few customers or you have a large and growing customer base, Zendesk can help you take your customer support to the next level! But what is the pricing like? Below we’ve outlined all of the available Zendesk plans for you to take a look at and see which is the best fit for your dropshipping store.

The first set of plans includes the Support Team Plan, Support Professional Plan, and Support Enterprise Plan. These plans include everything you need for foundational ecommerce store support but don’t include additional features that their “Suite” plans include. First, we’ll cover the “Support” plans.

Support Team Plan

The team plan is the lowest tier but provides most of the essential features that small to midsize dropshipping businesses will need. It includes the ticketing system with communication with unlimited email addresses as well as integration with social media channels like Facebook and Twitter. Zendesk will provide your team with a unified agent workspace to manage all communications and many other features like custom user and organization fields, interaction history, pre-defined automated responses, custom business rules, and more.

Pricing: $19 per agent per month paid annually or $25 per agent per month paid monthly.

Support Professional Plan

The professional plan includes everything that the team plan includes with some additional features such as automated (instead of manual) ticket sharing between multiple Zendesk accounts, the ability to create custom apps, and more.

Pricing: $49 per agent/month paid annually or $59 per agent/month paid monthly

Support Enterprise Plan

The enterprise plan includes everything from the lower two plans but with some additional features that might benefit larger or more complex businesses, such as audit logs, automatic email archiving, HIPAA compliance, custom objects, and other more advanced features.

Pricing: $99 per agent/month paid annually or $129 per agent/month paid monthly.

If you’re looking for more than just support features so that you can take advantage of more of what Zendesk has to offer, you’ll want to review the available “Suite” plans which go beyond just support features.

Suite Team

The lowest tier is the Suite Team plan which covers all of the basics with contact forms, emailing with unlimited email addresses as well as live messaging that you’d expect from a ecommerce store support platform. In addition, you’ll have access to ZenDesk voice features, Help Center, and be able to customize up to 50 AI powered answer bots.

Pricing: $49 per agent/month paid annually or $59 per agent/month paid monthly.

Suite Growth

Suite Growth includes everything from Suite Team with some additional benefits such as multilingual content, up to 5 help centers, a customer portal, customer satisfaction ratings, and more.

Pricing: $79 per agent/month paid annually or $99 per agent/month paid monthly.

Suite Professional

As we move up into the Suite Professional plan, you’ll have access to even more features for your business. Suite Professional upgrades your Voice features to include conference calling, request a callback, call recording controls, and more. You will also have access to the Community Forums, where your customers can create their own profiles, search for answers, and post their questions for dropshipping support staff or knowledgeable customers to respond to.

Pricing: $99 per agent/month paid annually or $125 per agent/month paid monthly.

Suite Enterprise

When you sign up for the Suite Enterprise Plan, you will get everything from the lower three plans with some added benefits. These benefits include widget unbranding to hide “Zendesk” from your widget, federated search for multiple help centers and community forums, contextual workspaces, audit logs, customizable live dashboards, and more.

Pricing: $150 per agent/month paid annually or $199 per agent/month paid monthly.

GW Features

Why Choose Zendesk Over Other Competitors?

There are other ecommerce store support tools available on the market, but Zendesk continues to be a popular choice for many businesses. As outlined in this article, Zendesk is the ultimate all-in-one ecommerce store support platform with plenty of different features to implement according to your store’s specific needs. With the ability to accept, manage, and resolve customer support inquiries from multiple channels such as phone, email, chat, and social media, Zendesk makes it easy to provide an excellent customer support experience for your shoppers.

Zendesk works for small businesses with the ability to easily and seamlessly scale with your business as it grows. In addition, Zendesk is one of the most affordable ecommerce store support tools available, with several different pricing options to choose from as your business expands.

Why Do You Need Zendesk?

When running a dropshipping store, the way you interact and maintain a healthy relationship with customers should always be a top priority. When a customer has an inquiry, they want it resolved quickly and efficiently without much hassle. Zendesk provides all of the features that your dropshipping support staff needs to provide an excellent customer support experience for your shoppers and ensure that they leave feeling taken care of.

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Cam Morales
Cam Morales

Cam is the Founder & CEO of Brandafy.com, Bix Marketing.com and EcomUpstart - he built two 7 figure businesses since he started his entrepreneurship journey in 2016. He now helps others launch ecommerce stores and other online businesses.

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