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.

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 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. 

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?

Prem Shankar Patel
Senior Manager
Prem brings nearly three decades of analytics and information management experience to Estuate. He is a recognized expert who has received several awards over the years. In 2003, he was awarded the Center of Excellence (CoE) Champion Award for introduction of advanced training and certification for BIDW architects and consultants. In FY03-04 and FY04-05, he received the Best Faculty of the Year Award for his significant and effective contribution as a faculty member in the delivery of BIDW training. Previously in 2005, he received the Feather in My Cap (FIMC) Award for defining metrics for BIDW projects and establishing organizational norms. Prior to joining Estuate, Prem worked in various strategic positions at Wipro Limited and R S Software (India) Ltd. He holds an M. Tech in Computer Science from the Indian Statistical Institute, Kolkata.
Nagaraja Kini
Founder and Chief Financial Officer
Nagaraja has more than two decades of engineering, business development, consulting, alliances and management experience in software development, integration and implementation. He has worked extensively with global teams to consistently simplify ERP implementations for businesses. Nagaraja brings with him the commitment, willingness, and capability to anticipate and act on the continually evolving needs of a business.
Prior to founding Estuate, Nagaraja served at Oracle as Director in Application and Industry Solutions group within Global Sales Support. Nagaraja holds a Master of Technology in Industrial Electronics from the National Institute of Technology, Surathkal, and a Bachelor’s in Engineering from the SJ College of Engineering, Mysore, India.
Marc Hebert
Chief Operating Officer
Marc joined Estuate in December, 2008 as its first Chief Operating Officer. Marc is a recognized expert on offshore outsourcing. He has appeared on CNN’s Lou Dobbs Tonight, was interviewed in Investor’s Business Daily, and has been widely quoted in major media publications, including the Wall Street Journal, Forbes, Fortune, Financial Times, New York Times and Boston Globe on offshore outsourcing. He is recognized as an “IBM Champion” for his role in expanding the market for IBM’s Information Lifecycle Governance product line.
Prior to Estuate, he served in leadership roles at large global corporations, including as the CMO at Virtusa Corporation; EVP, Marketing and Alliances for Sierra Atlantic; and Vice President for eight years at Oracle Corporation. Marc holds a Bachelor of Science degree in experimental psychology from Harvard University, and an MBA from Stanford University.
Seemakiran Upadhya
Global Delivery Head and Managing Director, India
Seemakiran brings to Estuate more than 25 years of experience in the IT industry. She has been successful in building high-performing teams for the Delivery, Sales, and Operations departments. She was instrumental in setting up Estuate’s India center. Prior to joining Estuate, Seemakiran worked at Satyam, where she developed, tested, and implemented software projects in Oracle Technologies across multiple domains. She is highly proficient at working with a global client base.
Seemakiran holds a Bachelor’s degree in Electronics & Communication Engineering from Karnataka University.
Prem Shankar Patel
Senior Manager
Prem brings nearly three decades of analytics and information management experience to Estuate. He is a recognized expert who has received several awards over the years. In 2003, he was awarded the Center of Excellence (CoE) Champion Award for introduction of advanced training and certification for BIDW architects and consultants. In FY03-04 and FY04-05, he received the Best Faculty of the Year Award for his significant and effective contribution as a faculty member in the delivery of BIDW training.
Previously in 2005, he received the Feather in My Cap (FIMC) Award for defining metrics for BIDW projects and establishing organizational norms. Prior to joining Estuate, Prem worked in various strategic positions at Wipro Limited and R S Software (India) Ltd. He holds an M. Tech in Computer Science from the Indian Statistical Institute, Kolkata.
Sreekantha B. S.
Head Strategic Projects
Sreekantha brings to Estuate more than 33 years of experience in IT. He has successfully sold and delivered over 130 turnkey software projects worldwide for various clients across a variety of sectors - from software, finance, manufacturing, utilities, services, and more.
Prior to joining Estuate, Sreekantha led Buzznet (a Malaysian software company) for 17 years and Inventa Corporation (a US-based software company having an office in Malaysia) for 6 years. Through his experience, Sreekantha brings in-depth knowledge of software engineering, delivery, and implementation of software projects across all technology sectors that have emerged over the last 30+ years. Sreekantha holds a Bachelor of Engineering in Electronics & Communications from Mysore University and a Master of Business Administration in Marketing from Newport University, USA.
Naveen Shankar
Associate Director – Talent Acquisition
Naveen is a seasoned professional in the field of Human Resources and brings to Estuate a rich experience of 14 years. He holds more than 12 HR-related certifications, including some in the space of Diversity & Inclusion. Over the years, he has been consistently recognized as a change maker in his respective organizations.
Before joining Estuate, Naveen led ForthPage as the Director-Cofounder. He has also worked with organizations such as General Electric, Time Inc., and Lumen Technologies in critical HR-centric roles. Naveen holds a Master of Business Administration from XLRI - Xavier School of Management, Jamshedpur.
Piyush Singh
Practice Head - Insurance
Piyush has fifteen years of work experience, including one year with Estuate. Piyush holds a Master of Computer Applications degree from Bharati Vidyapeeth University, Pune. Piyush is a highly accomplished professional with a wealth of experience in IT services and product engineering. Piyush has worked with PwC and Accenture in the past and his last positions were Delivery Manager and Dev Lead respectively.
He has received the Great Performance award from PwC and the ACE award from Accenture. Piyush has also delivered many end-to-end projects on a medium to large scale.
Subbarao Satyavolu
Vice President - Service Delivery, Americas
Subbarao is a results oriented Senior Leader with 30+ years experience in Enterprise Solution Consulting, Enterprise Program Management, Digital Enterprise Transformation/IT Modernization, Product Engineering, Governance, Risk & Compliance (GRC), IT Service and Operations Management (ITSM/ITOM) and Strategic Account management. Global experience in building & managing high performing teams in solving complex business & technological challenges for the clients
Subbarao is a proven problem solver with extensive experience in the IT industry. He has been recognized as an outstanding performer by his employers, Hitachi/Sierra Atlantic and Computer Sciences Corp (CSC). Subbarao has also been certified in Six Sigma and Project Delivery Excellence by CSC University. In addition, Subbarao is certified in Supply Chain Management and IT Infrastructure Library (ITIL). He holds an M. Tech in Computer Aided Engineering from Indian Institute of Technology (IIT) Kharagpur.
Satya Bobba
SVP, Global Head of GRC and Customer Success
Satya Bobba brings more than 20+ years of experience in building market-leading enterprise SaaS products and solutions. Her experience spans engineering, cloud strategy, business development and customer success. Her passion is to help customers achieve GRC goals while simplifying their processes and reduce implementation costs. She brings more than 14 years of domain experience in building and delivering GRC solutions to top enterprise customers across Financial Services, Life sciences, Hi-Tech, Healthcare and Quality verticals.
Prior to joining Estuate, she worked at MetricStream as AVP Cloud Strategy, Global Head of Platform Engineering and Head of Advanced Engineering GRC Products and Services. Earlier in her career, at AOL and Netscape she held technical roles in enterprise server technologies and personalization frameworks. She has a bachelor degree in Computer Science from Andhra University.
Prasanna Kulkarni
Vice President - Sales and Marketing
Prasanna is a seasoned Technology & Sales leader with over two decades of valuable global experience. Prasanna has been with Estuate for the past 5 years, leading the Sales and Marketing department with excellence. Prasanna holds a Bachelor of Engineering from GCoE, Amravati and a Stanford Advanced Program Management qualification from Stanford Center for Professional Development. Before joining Estuate, Prasanna held various leadership roles at HCL, Wipro, Nihilent Technologies, and Godrej.
Stanley Perumal
Global Practice Delivery Lead
Stanley Perumala is the Global Practice Delivery Lead with 8.6 years at Estuate. He holds a Masters degree in Computer Science from International Technological University, which is his area of specialization. Stanley has 16 years of experience and has held various positions at Netpace, Cognizant and Hewlett-Packard.
He has received multiple accolades for his achievements such as building an innovation segment with zuora and leading the BRM practice. Stanley is a key contributor for the BRM practice, having built the team from the ground up and building the core team for the same.
Prakash Balebail
Founder and Chief Executive Officer
Prakash brings more than two decades of software development & implementation experience, including over 16 years in several key roles in Oracle Corporation. His management principle has been to provide commitment to continuously improve how he serves all of his customers, partners, and employees by anticipating their needs and exceeding their expectations through a culture of creativity & forward thinking.
Prior to founding Estuate, Prakash was the Senior Director in Oracle Applications Global Sales Solutions team, which built complex Oracle E-Business Suite application demonstrations for Sales activities. Additionally, he had leadership roles in the development of Oracle’s much-acclaimed Business Flow Accelerator (BFA) for the E-Business suite. During this time, Prakash also built the highly-regarded India operations team from the ground up. Prakash holds a BS in Electrical Engineering from Karnataka University in India.