When you are running a restaurant, serving the hungry customers quickly and satisfying their taste buds along with visual senses while ensuring the food is served hot and guaranteeing contactless delivery is no less than climbing Everest. And, if the hungry customer is left unattended for a long time, then it will ultimately contribute to your business credibility and endanger your revenue, especially in the COVID-19 circumstances. Also, almost all businesses in the food industry have faced business stability and existence erasing situations when the global lockdown was implemented. At the same time, when a lot of businesses were shutting down many were able to survive with the help of timely customer service implementation with the help of Zendesk integration.
Here in this article, we have provided a detailed overview of top Zendesk Partnership case studies that have helped the food delivery services and restaurants with tools to efficiently navigate through the tough times. Along with this, we have also given a brief description of Zendesk applications that enhance the customer support experience and some features. In 2020, the global food packaging market was worth USD 323.81 billion. COVID-19 has had an unprecedented and staggering global impact, with these products experiencing a positive demand shock across all regions during the pandemic.
One of the prominent real-time examples of successful Zendesk implementation is Foodpanda. In covid lookdown, it has been faced with the worst situation when piles of customer support queries and restaurant shutting down with fluctuating menu and opening timing. To resolve this they opted for Zendesks chat and Zendesk support services, these helped them in enhancing the efficiency of support and in achieving 90% CSAT. In addition to this, GrubHub is a food delivery app that connects the local restaurant with the customers. They also needed a system that offers quality customer care to the diner, restaurants, and drivers alike, while aiming to reduce the contacts for each order. For this, they opted the chat, explore, guide, support, and talk features of Zendesk. Lastly, Careem and Freshly is another example of Zendesk’s success story that helped them in scaling the product utility across borders and contributed towards the community with Connect, Guide, Talk, and Support feature integrations. Moreover, you can contact Zendesk Consultants, Techloyce to get Zoho CRM Integration with Zendesk and monday.com Zendesk Integration.
Read More: 8 Significant Features of Zendesk to Assure Excellent Customer Support
Zendesk Applications
1. Zendesk Services
It is one of the most subscribed applications offered by Zendesk because of its ability to customize and scale. Other than this it allows supports agents to add new channels to their support system e.g. email, call, message, social media, project management. Once added, one can simultaneously access them from one dashboard. It also offers a quick search bar with instant access to knowledge articles, along with apps, and tools to access specific information that support executives need to resolve a problem.
Additionally, it offers automated support ticket routing to agents based on expertise, demographics, and geography. Since support queries are unique in nature therefore the Zendesk dashboard offers the feature that automatically changes the interface and displays apps and tools that an agent requires to resolve the issue. Lastly, the self-help feature empowers customers and agents.
2. Zendesk Sunshine
Unlike Services, it offers a unified dashboard that brings all messages and conversations to one platform with an interactive dashboard. It also empowers the business in scaling globally with a safe and secure system and AI bot that provides contextual and personalized message responses. Lastly, it has a self-service portal that reduces the wait time of customers.
Read More: How Zendesk Integration With CRMs Can Enhance B2B Support
Top Feature offered by Zendesk’s
- Message & Live Chat. It is one of the best support features that can easily integrate with social platforms, websites, and applications. Also offers automated AI bot deployment for contextual support. Unlike other customer support SaaS applications, it contains an interactive workspace that agents can use to resolve queries with instant messaging. And, the best part is, it can easily integrate with third-party applications and support group messaging.
- A query usually comes from multiple channels this makes tracking and documentation difficult but not with Zendesk. It offers a comprehensive system that allows one to track all tickets and bring them to one place. Along with this, it offers priority tagging features that rank tickets that need urgent attention so that agents won’t lose sight of tickets.
Additionally, it brings data from multiple platforms to empower agents in knowing the person behind the query with contextual knowledge articles and by collaborating with teams and tracking satisfaction. And, it allows agents to create as many conversation tabs as they want without leaving the ticket panel and grant light access to peers to edit and provide a recommendation to resolve queries and track history to know the context without losing the right to the ticket. Lastly, the ticketing feature offers detailed analytics and reports on the agents’ performance, which the managers can use to compare the performance of one agent withs peers.
- Talk & Voice. Whether you are a local or international food delivery service, one can not ignore the efficiency of call in resolving any issue. The voice feature offered by Zendesk provides support managers with an overview of agent availability. On top of this, it provides a complete account of the customer support staff and the time required for customers to hold.
With Zendesk you can easily delegate tickets and reduce the support duration from 60 seconds to 20 seconds. Additionally, it syncs with other channels to empower support executives to take customer calls from the dashboard. Along with this, every ticket automatically contains an optional recording and can be scheduled to follow-up email for quality customer experience.
Parting Words
Providing proactive and swift customer services is the key to the food industrys’ success, especially in COVID-19, when restaurants are losing customers. In this situation, many industry giants e.g. Foodpanda, Grocer, Freshly, and GrubHub have relied on Zendesk to reduce the flux of customer support queries and link merchants with the customers. At Techloyce we are offering a wide range of Zendesk integration products including monday.com Zendesk Integration, Odoo Zendesk Integration, and monday.com Zendesk integration. For more details reach us today!
