Applications & Technology Archives

Customer Service Software in the Age of Modern Business

by Estuate | Aug 17, 2021 | Applications & Technology, ITSM

This is what a typical Zendesk dashboard looks like (Zendesk Support).

In any business, customer service forms the core of overall growth and development. With advancing business technologies, no wonder, customer service software and cloud-based CRM (Customer Relationship Management) support have taken center stage today. And especially with ever-evolving customer needs, a robust support system is indeed needed for assisting users in the journey of discovery, usage, and troubleshooting.

Putting all this stress to rest, thankfully there are cloud CRM software like Zendesk. A Zendesk implementation plan is the gateway to reaching ultimate customer satisfaction.

However before delving into what Zendesk brings to the business table, let’s take a closer look at the central theme of this discussion – Customer Service.

Why Customer Service Matters?

Let’s decipher with an example. Suppose, one day you go shopping for some formal clothes. On entering the shop, you see no sales assistant at the entrance. As you wander further, you notice that the clothes are not grouped in categories – casual wear and business blazers hang in the same stand & the sizes are all mixed up. And while you are trying to make sense of all of this, a sales assistant comes up and tries to convince you to purchase perfume @ 50% off. Say, you finally manage to make your way out with the clothes of your choice, but now you are unable to locate the billing counter. Exasperated, you exist without making the purchase.

Customer service is that business practice that never loses relevance. The above example of a physical store can easily apply to a business website. And, this is exactly where a customer service software comes in handy.

Customer Service Software: Your Key to Creating Customers for Life

Smooth customer experience (CX) is a business game-changer. However as you scale up in size, manually addressing all customer service requests can be challenging. For tracking & collating all requests at one place, driving action-packed reports from them and simultaneously optimizing the response rate – you need modern CRM support. To accommodate the expanding scope of customer service, the world’s leading cloud CRM company Zendesk has a range of offerings in its ambit. Here are some of the core benefits of plugging in an efficient customer service software like Zendesk:

Super-responsive helpdesk – A prompt resolution of queries is one of the sure-fire ways of garnering customer loyalty. Nearly 47% of all customers consider 24/7 support to be non-negotiable. To address the need, a sound CRM software makes the smart use of digital FAQ libraries, chatbots, and community forums. Even when your customer service team is off the clock, not a single query goes unacknowledged. However, too much automation without human touch can also make for a bad experience. Though customers should be empowered to avail self-service, they should not feel abandoned. The right choice of customer service software is critical here.

Watch: Zendesk’s ingenuity toward delivering stellar CX

Flexible ticket management – Funnel all customer queries, issues, and suggestions in a single place, categorize them in sub-groups, troubleshoot immediately or schedule – a robust cloud CRM support kickstarts an automated workflow for your business and minimizes the room for human errors. A Zendesk implementation plan additionally incorporates macros for easier process automation – freeing up your customer support team to take up tasks that require greater human interaction. It is also quick in assigning a unique reference/ticket number to each query, making tracking and resolving easier both in the short and long runs. Better lead-to-conversion ratio follows suit.

Advanced analytics & custom reports – A good customer service software is often defined by its analytical prowess. It helps you capture trends in the customers’ purchase behavior and foster relationships by leveraging data-driven information. Zendesk CRM support encompasses customer analytics to help you interpret how your clients interact with your brand offerings. It further provides insights on how this experience can be improved. The customer service software is best-in-class in offering data visualization using easy point-and-click functions and intuitive dashboarding.

This is what a typical Zendesk dashboard looks like (Zendesk Support).

Cloud-based CRM Support Dashboard – part of Zendesk Implementation Plan | Source: Zendesk

Also, Zendesk APIs are configured around REST which provides a great deal of flexibility in terms of resources and methods.

Third-party integrations – Higher the number of third-party software you can integrate with your core business with, higher the avenues you can cater to. Zendesk makes space for over 100 third party integrations. Salesforce, Google Analytics, and SugarCRM being classic cases in point. This helps you to quickly respond to the evolving market demands and identify what fits your business needs the best.

Customized offerings – When it comes to customer service, personalization is the key. Every end-user likes brand offerings to be tailor-made to their needs – zone, country, industry, age group, etc. Toward this, Zendesk accommodates multi-locale configurations (time-zone & languages) and group rules (auto-redirection according to query), among other key offerings. Such personalization augments product eligibility, compatibility, and eventually up- and cross-selling. So if you want to add a personal touch to your brand, invest in robust CRM support. Having a Zendesk implementation plan is a great start.

World-class branding – Collate all of the above features, put them in one customer service software, and leverage. You are sure to arrive at a smart and reputable brand image that is reflective of your holistic values, mission, and vision. Your web/mobile interface is the first place where your potential customers meet you. It must be distinguished enough to set you apart from your competitors. And, a cutting-edge customer service software will help you achieve that. Zendesk implementation plans have a complete helpdesk customization option (CSS rebranding) in its kit. When utilized optimally, it can be an absolute game-changer.

It’s Flexible, It’s Easy, It’s Zendesk!

The cloud CRM software accommodates all of the above features and beyond. When empowered with Zendesk, not only are your customers happy, your sales, marketing, and customer service teams also communicate better. They work more cohesively toward the business goals. You bulk up on efficiency, and cut down on cost.

Estuate is Zendesk’s Master Implementation Partner

From implementation, training, consultancy, optimization, Zendesk apps, and integration, we are Zendesk’s most trusted Implementation Solution Provider.

Our Zendesk implementation plans are customized according to your business needs.

Zendesk Customer Service Management (CSM)
Our customer service and customized approach meet CRM needs across vertical business applications.

Zendesk IT Service Management (ITSM)
We offer industry-leading, simple, reliable, and cost-effective ITSM solutions for your modern business.

Zendesk Sell
Get a clear vision of your sales pipeline, and keep your team focused on the highest value leads & deals with our Zendesk Sell support.

Zendesk Sunshine Platform Development
Our Zendesk Sunshine solutions provide complete platform development, implementation, migration, and support services.

Read: Estuate Achieves Zendesk Master Implementation Partner Status

Our Zendesk expertise reflects in our consistent KPIs:

Core global system integration partner of Zendesk
Quick and secure migrations from any reporting platform
Out-of-the-box integrations and accelerators
100+ successful Zendesk projects
Consistent CSAT: 97%
Cross-industry expertise
Flexible delivery models

So if you are looking to unlock the next level in customer service, we’re right here to help.

What are your thoughts on having a customer service software? Do you think it helps?

Best practices for successful Salesforce CPQ implementation

by Estuate | Sep 7, 2020 | Applications & Technology, Managed Services

In our earlier articles, we have discussed choosing the right CPQ (Salesforce) for our business. In that, we have known how salesforce CPQ use can maximize sales efficiencies and can help in generating greater revenue. Not just that, you can also find tips on selecting the right CPQ for your Industry. But just selecting and using the software is not enough; instead, we need to focus on implementing it effectively into our business so that we make the most out of that software. So in this article, we shall understand some of the best practices you can follow so that CPQ implementation brings in success to your sales business.

If you’re just starting with Salesforce CPQ or looking for support with Salesforce CPQ implementation, you’ve come to the right spot. But before we roll on to the steps for successful CPQ implementation, let’s have a brief understanding of what CPQ is? Why it is very much needed and how its benefits.

What is CPQ?

CPQ is the abbreviation that stands for “Configure, Price, and Quote.” CPQ is a sales tool that expands the customer relationship management framework. It is a more organized tool that promotes the selling process through a precise generation of quotes for orders. It is the best solution that helps sales representatives organize the right product combinations, manage discounts, plan pricing, automate approvals and deliver customer-based specific quotes.

The need for CPQ software and its benefits

CPQ has become one of the essential selling tools needed for today’s fast-growing market. CPQ simplifies, speeds up, and organizes the sales process, enabling you to sell more products more quickly. CPQ software facilitates the work of sales representatives by consolidating sales data and providing them with a distinct view of what they can offer to the customer. The tool also suggests them with any extra configurations, add-ons, training sessions or complimentary products.

Watch this video to understand the importance of Salesforce CPQ.

In the recent study report done by Salesforce, we can see that the use of Salesforce CPQ and Billing has delivered improved accuracy, efficiency, and speed in their Quote to cash process.

The market results show that sales business has witnessed

With our extensive experience in CPQ implementations, we have outlined some of the best practices that will lead you to effective Salesforce CPQ implementation.

Establish CPQ targets

Firstly, you need to set realistic targets for CPQ based on your sales process needs. The targets you set will help you decide whether the CPQ delivers the real Return on Investment (ROI). You need to set specific objectives like lowered time spent on selling, the shortened processing time for quotes, a standard increase of the order value, precise quote generation, improved win, and renewal rates. On achieving these goals, you can set the new targets that will further optimize the process continuously.

Design and prioritize CPQ features

Knowing your customer is vital to successful sales. Design the product model carefully to create configurations that best suit consumer purchasing behaviours and execute a process geared towards reducing process delays. Prioritize your sales targets and incorporate selected Salesforce CPQ features that can satisfy your essential business needs. Intuitively bundle products; to help sales reps integrate products and services to address particular customer demands uniquely.

Upgrade data and initiate system integrations

When you have set your product model and pricing, you need to concentrate on what data is required for the CPQ process and from where it should be derived. Ensure that the information is updated and verified for reliability and accuracy. Import product tax rates, discount rates, price packages, and template details into the CPQ and ensure a smooth integration of the Salesforce CPQ with your other ERPs via API integrations.

Measure and improvise progress

Salesforce CPQ is a complicated tool with multi-functional features and is more challenging to drive adoption due to its complexity. The ideal way to ensure continued engagement with the project is to set some intermediate targets to ensure rapid progress and tracking the impact of the CPQ implementation. You can measure the metrics by conducting sales team satisfaction surveys capturing various tool aspects.

Have the staff trained and the tool tested

Sales practitioners should be well-trained and qualified to implement the CPQ tool in order to achieve full benefits from the tool. A well-trained staff can maximize guided sales, perform smart catalog searches and geo-based sales to boost productivity by expediting routine tasks. The CPQ requires thorough pre-implementation testing of functionalities, integrations and workflows with real-life scenarios.Salesforce CPQ is undoubtedly one of the market’s most flexible tools that can improve your ability to streamline sales operations.

In your CPQ implementation journey, Estuate can be your ideal Salesforce CPQ implementation partner who can help you make the most out of your CPQ. Estuate has implemented many enterprise-grade CPQ ventures for some of the most prominent and competitive organizations over the last decade. Our skilled salesforce consultants work closely with stakeholders, and IT teams to reduce the time and complexity involved in delivering CPQ solutions.

Salesforce Integration with Business Applications and its Significance

by Estuate | Jan 17, 2020 | Applications & Technology

Salesforce is a cloud-based CRM solution tool that brings enterprises and consumers together. It is one such widely recommended Customer Relationship Management software for business as it offers seamless integration with other business applications such as Marketing, E-commerce, ERP, Supply chain, and so on.

Salesforce integration plays a significant role as its integrated CRM platform benefits firms in delivering enhanced and customized products as per customer expectations. It offers powerful products to boost marketing, sales, IT and other various services.

Features of Salesforce Integration:

Online Fundraising – Salesforce integrated CRM and fundraising solutions play a key role in informing the fundraising strategy of your organization. With the seamless fundraising data flow into the CRM, you can offer targeted fundraising opportunities and improve the organization’s strategy.
Data Virtualization: Salesforces lets you access and manage customer data proactively. Virtualization provides powerful ways to aggregate and collaborate data from different sources from a single location. It brings data from diverse systems in sync and presents a consolidated view of your customer.
Data Management: It is easy to integrate salesforce with external points or apps as its Platform uses open APIs such as REST and SOAP. Huge amount of data load and deletion can be managed through these API effectively.
Platform Events: Salesforce Platform Events presents custom notifications between salesforce and other external sources that are secure and scalable. These powerful platform events enable you to centralize integration and relate changes accurately with other systems.
Salesforce Connect –This tool enables simple and easier access to backend legacy data into the Salesforce environment. This powerful tool accelerates processes and helps in transforming firms from financial services to retail.

Benefits of Salesforce Integration

Sync-Up your enterprise data for better judgments- Integrated data enables your management team to make better business decisions to achieve a competitive edge.
Accelerate Salesforce CRM acceptance: Integrated systems for customer 360-degree data view, lets salesforce users view the accurate data they require.
Automate your business operations to produce faster results.

Through Salesforce Integration, organizational performance is gaining new heights. It ensures that the same data is available in all applications and saves valuable person-hours by removing the need for human intervention to copy and paste the data. It increases accuracy and reduces human effort which in turn improves enterprise productivity. It helps enterprises build a stronger base for customer service and maintain a long-lasting customer relationship.

Integrating different but related business systems help organizations achieve greater levels of operational consistency, efficiency, and quality.

5 Web Development trends to watch in 2019 and beyond

by Estuate | Aug 13, 2019 | Applications & Technology

In the recent years, the software engineering landscape has evolved phenomenally. Companies across the globe have realized the importance of digitization and are implementing adopting new age software to optimize business processes and enhance functionalities.

At the same time, this highly dynamic landscape is constantly influenced by changing technology and market trends. Technology trends like Artificial Intelligence, Internet of Things and Cloud services have already transformed web development practices. It is interesting to observe more recent trends in this space and see what lies in store in 2019 and the near future.

JavaScript Programming Languages

JavaScript continues to be the developers’ choice programming language this year and seems to have a vast scope for programming high-end, on-demand web applications. It is because the language is evolving rapidly with some remarkable frameworks, libraries and designs. JavaScript is the world’s fastest growing programming languages and the coming years will see a major shift towards the use of Angular, React and Vue.js technology frameworks.

Mixed Reality

Augmented Reality adds virtual objects into the real world. Virtual Reality changes the real environment by creating a digital world. Mixed Reality, also known as Extended Reality or XR is a blend of AR and VR technologies, where virtual environment is combined with real environment more seamlessly. The XR market is likely to reach $1.2 billion by 2024 and is being widely used for developing advanced software applications, web designs and integrated wearables.

Progressive Web Apps

Progressive web apps are typically a modernized and more efficient version of a traditional website. PWAs are designed and developed using modern web capabilities to offer a mobile app-like experience to web users. These apps load faster, more cost-effective to develop, can be installed easily and perform better than regular websites. PWA is a bridge between web apps and mobile apps and a large number of companies are now implementing it to enhance online engagement.

Single Page Applications (SPAs)

The emergence of Single Page Applications is a new revolution in web development. Some examples of SPAs are Gmail, Facebook, Twitter and Google Maps. Enterprises around the world are now adopting this breakthrough technology to offer better customer experience. These are web applications developed using advanced JavaScript algorithms to eliminate client-server communication, allowing pages to load huge data in a single page view and run faster than multi-page applications.

Blockchain for Cybersecurity

As data breaches and cyber crime incidents continue to increase, website and application security remains to be an essential area of concern for all businesses. Blockchain is a ground-breaking technology that uses encrypted blocks to perform secure transactions online. 2019 and the coming years will see the use of blockchain technology for safe, decentralized data storage and prevention of fraud and data theft.

In a fast paced digital business world, implementing result-oriented software in your business infrastructure is a key catalyst to rapid digital transformation and developing highly responsive, customer-friendly websites is a profitable strategy to grow in a digital world.