Zendesk support provides a cloud-based customer support platform to businesses and customers, which helps in simplifying and smoothening the interaction between them. The company's platform also consolidates the data from customer interactions and provides it to various analytics and performance benchmarking organizations, which derive actionable intelligence from it. With the acquisition of We Are Cloud (WAC), an analytics software firm, the company also aims to expand its footprint in the analytics industry. It is a major CRM software provider and has a rich portfolio of CSS offerings. Zendesk's single Omni-channel interface supports email, chat, voice, and social media. Its customer service platform is available in over 40 languages for the convenience of end-users, and it also provides self-service optimization and customization facilities for the help centers as per the organizational needs.
USP : Zendesk support provide customers with the resources needed to help themselves. The company first creates a help center for customers with a smart knowledge base. Then provides them with a Community and a dedicated space where they can with a Customer Portal. It then applies AI to automate tasks, offer recommendations and predictions to create better experiences wherever the agents and customers are. Zendesk support also provides Answer Bot that uses machine learning to answer customer questions with content from the knowledge base.