Customer Help Software: Zendesk Meets the iPad for Customer Support on the Go
The face of customer help software is changing and in some cases, the features are taking on those of the iPad. Believe it or not, customers calling into the help desk or customer support center may never actually reach a traditional brick and mortar location simply because the agent they reach is supporting them through mobile communications on an iPad or other smart device. This new approach for customer help software is providing companies like yours with the capability of delivering the optimal customer experience while on the go.
Zendesk’s Role in Customer Help Software
Zendesk had the right idea when it recognized the potential in mobility, combined with customer help software. This web-based help desk software provider is playing a key role in changing the traditional view of the help desk and customer help software by introducing applications that work on the BlackBerry, the iPhone, the Android platform and even the iPad. According to Zendesk COO Zack Urlocker, the iPad application is the best customer help software platform to date simply because it offers extra screen space to expand the agent’s capabilities. The platform is also powerful and the user interface is designed specifically for the wider screen space. As a result, any agent leveraging customer help software through this platform can view an expansive array of tickets and additional details about a specific customer or account.
Why Go Mobile with Customer Help Software?
For years, customers have been calling the help desk or the contact center to talk with an agent sitting at a desk, likely in the midst of countless cubicles. This approach has worked well in many instances and customer help software settles nicely on servers to deliver optimized performance. Why not keep agents at their desks and answering calls? You know how quickly your environment has been changing. Technology has enabled your organization to introduce much more capability than ever before, which has heightened your ability to deliver on customer demands. This is extending to mobility. Devices such as the iPad can leverage customer help software to ensure your knowledge workers are not chained to a desk or can work from any location. This expands your ability to hire qualified individuals from anywhere in the world and enables them to deliver customer support through customer help software with a tap of the touch screen.
Customer Help Software and the Power of the Tablet
When Apple first introduced the iPad, there were some who erroneously assumed that this latest device was little more than a fad that would fade with the netbook. The opposite happened, however, and the netbook, some laptops and even PCs are being displaced by tablets, specifically the iPad. Customer help software is being deployed on this platform and with just one device, agents can handle all customer needs. The integration is assured, security is streamlined and customer help software is easily installed. And, as tablets are proliferating through the enterprise, the likelihood of collaboration is increased.
Whether your first preference is the iPad or Zendesk or something altogether different, you do need to take a look at mobility in customer help software. Consumers are definitely moving this direction and so are your competitors. If you want to be able to effectively compete, think about what customer help software in a mobile device can do for you and your company.