- A centralised ticketing system was created through Zendesk Support to attend to queries from omnichannel touchpoints with in-built status tracking.
- The client was able to get complete visibility and performance reports of their customer service agents through Zendesk Explore.
- Zendesk Chat was integrated to solve customer queries in real-time.
- Zendesk Guide was implemented as the knowledge base to empower self servicing by providing detailed FAQs.
Client experience – Melcom
By implementing Zendesk, the client was able to bring a great improvement in its customer service and support function. The team was able to track important customer
interactions so that right action could be triggered when needed.
With Zendesk implementation, the client was able to:
- Sort out and organize support queries in one place
- Integrate social media queries for omnichannel support experience
- Solve real-time queries with chat
- Deflect ticket creation with better self-service