Many organisations choose Zendesk for their contact centres to provide smooth and personalised customer experiences (CX). But here's the thing – not everyone knows how to make the most of it.
Investing in Zendesk consultancy services gives you access to a dedicated expert who can provide tailored platform solutions that align with your unique business processes and CX goals.
So, if you’re new to Zendesk and want to ensure it’s fully configured or are already using the platform and wish to enhance your setup to get the best return on investment (ROI), discover how Zendesk consultancy can help you achieve your objectives.
Health checks
Regular health checks are crucial for aligning your Zendesk platform with your business needs, whether you're a small organisation figuring out workflows or an enterprise managing Zendesk across multiple brands. Ensuring your platform operates at its best is vital for your team's success.
A Zendesk implementation consultant can conduct discovery sessions to assess how your business uses Zendesk and deliver a comprehensive document with recommendations for improvement and usage advice. This proactive approach helps your team identify problems before they impact your operations.
Consultants also offer guidance on streamlining processes and Zendesk enhancements to make your instance more efficient and take your customer experience to the next level.
Roadmap planning
Once the health check is complete, your dedicated consultant can help you establish a strategic roadmap to optimise your instance. This comprehensive plan is geared towards your unique business objectives and includes project rollout deadlines as well as tailored workshops and admin training to boost the confidence of your staff when using Zendesk.
In addition to this, Zendesk experts can give you a better understanding of reporting and ticketing, assist in managing new deployment projects, and facilitate customisation services. This could include data migration and integrating custom applications to personalise the platform.
As you approach the 'Go-Live' stage, your consultant will also play a pivotal role in providing support, ensuring a smooth execution on the day, and addressing any challenges during your project launch.
Training
Once you feel comfortable using your new platform, you might want to focus on enhancing your agents' experience as the next step. In our recent article, we highlighted the significance of workplace training in retaining and empowering your workforce. When in-house training becomes impractical due to limited resources or time constraints within your organisation, third-party consultants or training providers become invaluable for upskilling your staff.
Zendesk experts can show your employees innovative ways to utilise the instance effectively, improving efficiency and expanding your agents’ skill set. From ticket management, workflow automation, and reporting to analytics, consultants can tailor the course content based on your team’s level of proficiency, allowing your operations to run smoothly like a well-oiled machine.
How to pick the right Zendesk consultancy services for your business
To begin, take a look around the Zendesk Marketplace and explore the certified partners listed there. You'll find Route 101 proudly featured as the Zendesk Global MVP Partner of the Year 2023, Regional Partner of the Year for UK&I 2023 and UK&I Collaboration Partner of the Year 2023.
We've been privileged to help numerous businesses unlock the full potential of their Zendesk platforms over the years, and we're ready to assist you in elevating customer experiences through our comprehensive suite of services and training courses.
If you'd like more information on how we can help you reach out to our friendly team today.