• 25+ years of total work experience in Information Technology field • Worked with some of the top Multinational Companies in IT industry • Customer Service and Support Helpdesk and Business Process expert • Upwork Top rated plus freelancer with more than 20,000+ hours • Completed multiple jobs with 100% client Satisfaction • Complete ownership and commitment to Clients success • Administer Zendesk platform for more than 250 Agents
Your business is unique and so are your requirements. The Customer Service and Support platform you choose to use, plays a critical role in the success of your business.
Zendesk is one of the favorite helpdesk platform today. It is simple to use yet powerful, intuitive and flexible. However, it must be setup and transformed properly according to your business processes and requirements. This ensures stellar performance from your support Agents/Customer Service Reps and WOW experience for your customers.
So if you are looking to setup Zendesk for your business according to your unique requirements then you are at the right place.
I am working on Zendesk platform since 2011 and have more than 20,000 hours of experience on it. I understand it as a Customer, Agent, Manager and Administrator. This gives me a unique edge and perspective which can be leveraged by my Clients.
Apart from Setting up Zendesk for your business, I work closely with my clients and have expertise in implementing the following
- Automate Business processes a.k.a Business Rules or Workflows using Triggers and Automations
- Flexible Ticket Management with Automated routing of Tickets
- Setup Dashboard to show live KPI, drive your business metrics
- Omnichannel support setup - your business can seamlessly integrate support from different channels like Email, Chat, Phone calls, Twitter, Instagram, Youtube & Guide
- Increase Customer Support Reps productivity by Macros and other tools that shows past interactions with the customer
- Guide setup where you can publish self-help Articles, process guides for Customers and Agents
- Pro-active Live Chat - engage prospects on your website or provide instant support
- Chatbot - Zendesk Artificial Intelligence answers lot of customers questions automatically
- Zendesk Reporting and Analytics
- Organize your Support hierarchy logically and effectively into Organizations, Groups, Agents, Users - Manage Agents and End-users effectively by Adding, deleting or just deactivating them
- Manage Agents access to Tickets
- Multilingual Zendesk setup to respond to Customer in their own language
- Setup Multiple Schedules and SLA’s for Business providing Support in different time zones (Zendesk Enterprise customers)
- Setup after hours response for emergency cases and many more features…
You can also expect a lot of inputs from me in the grey areas where I can guide the processes/setup by my experience.
Its usually the small logical things that I take care of during my engagement that adds the WOW factor in our relationship.