Automate Customer Retention via
Zendesk Login and zenloop
Zendesk products for customer service and customer retention are powerful, flexible and scalable to meet the needs of any business. Their cloud-based platform provides helpdesk ticketing, self-service and customer service support capabilities for all industries. After the Zendesk Login, the zenloop app is accessible via API. The app allows sending custom alerts, notifications and critical errors to authorized employees, accelerating win-back actions.
Market Leaders Strengthen Customer Retention with Zendesk and zenloop
Automated tickets support immediate win-back actions
The zenloop integration with Zendesk enables the automatic creation of new tickets as soon as critical customer feedback is received. This means that the customer support can address dissatisfied customers and initiate win-back actions without delay.
Alerts Notify Employees About Critical Customers
"Alerts" automatically send ticket updates to employees without the need to switch to the zenloop application. Consequently, customer feedback and NPS® performance are processed more easily and quickly, as responsible colleagues are immediately alerted by support tickets when problems and bugs occur. E-mail alerts inform the product department, for example, as soon as a detractor mentions "product quality" or "product range" in the feedback. So they can get in touch directly either by email or Zendesk Chat.
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Zendesk Login for Strong Customer Relationships: How Retention Management And Superior Customer Service Drive Revenue
The connection between customer retention, customer satisfaction and customer service is obvious. Customer retention arises from customer satisfaction and customer satisfaction from providing high quality customer service. To achieve strong customer retention, the customer service should not only meet but actually exceed customer expectations. However, the question arises: What expectations do customers place on a company and how can these expectations be met?
In the past, customer service was merely perceived as a supplementary service to the product range. Consumers often spoke of a “service desert“. Since the 1970s, however, advanced economies have gradually been transformed into “service societies“. Nevertheless, even today, common service management generally only includes pre- and after-sales services as a service before and after the purchase of a product. According to a study by Zendesk, 82 percent of consumers would avoid an online shop in the future if they had a bad experience with their customer service. This means that companies should attach the highest priority to customer orientation and view their entire product portfolio as a service to retain customers in the long term.
The integration of Zendesk and zenloop puts the satisfaction of each individual customer first. New tickets are automatically created in Zendesk as soon as critical customer feedback is submitted. This way, the customer support team can prioritize these tickets and immediately contact dissatisfied customers to initiate recovery actions. As a result, helpdesk ticket systems like Zendesk help to reduce the stress in customer service. This in turn increases efficiency and productivity and provides more room for customer care that is tailored to the needs of the customer. How this works is described below:
Meeting And Exceeding Customer Expectations
Satisfaction is a perceived feeling of affirmation and surprise or disappointment experienced by a customer. This feeling results from individual expectations and the actual customer experience, as a simple formula:
Customer Satisfaction = Reality - Expectation
The expectations of a customer are influenced by various factors and subjective perceptions. These influential factors include:
- individual needs
- subjektive experiences
- recommendations from friends or family
- previous interactions with the company
In this context, the Kano model is a very helpful approach. It illustrates the connection between customer satisfaction and the fulfilment of customer requirements and divides customer requirements in three dimensions:
- basic requirements
- performance requirements
- enthusiasm requirements
Basic requirements can be considered as hygiene factors. Customers take them for granted, which is why non-fulfilment leads to strong dissatisfaction. This includes, for example, an intact and punctual delivery of the order.
Performance requirements, in contrast, are actively demanded by the customer and are identified by market research. Examples include a variety of payment options or gift wrapping as a service option. If only the dimensions basic & service requirements are fulfilled, just a certain level of customer satisfaction can be achieved as these services are taken for granted by the customer.
The last dimension “enthusiasm requirements“ includes all factors with which companies can surprise their customers with their high performance. Here, online retailers can score big with small gifts, such as a personal greeting or vouchers in a package. Therefore, online shops should always look for a way to create “wow“ moments for their customers and strive to meet enthusiasm requirements.
Especially important is the ease of contacting the company in case of discontent. In the event of a complaint, customers should be provided with all the necessary contact information and be able to contact support without any problems. This demonstrates trustworthiness, conveys esteem and ensures that service is tailored to requirements while maintaining consistent quality.
Complaint Management as Free Process Consulting
Dissatisfied customers tell on average ten to 15 people about their bad experience with a company. Satisfied customers, however, tell only three to five people about a good buying experience. However, customer complaints are important for the company's development and should therefore considered positively. In this sense, dissatisfied customers can be regarded as free business consultants. They communicate deficits and weaknesses along the customer journey. Every received and clarified complaint, whether it is an additional entry in the FAQ or a problem that only becomes apparent through the complaint, provides the opportunity for further development and continuous performance improvement.
Do you want to learn more about failed customer expectations and customer complaints? In this article you will learn everything you need to know about “Turning customer complaints into sales“.
How Ticketing Systems Lead to Greater Customer Satisfaction
Customer service platforms like Zendesk significantly simplify the management of customer feedback. Ticketing and helpdesk platforms automate repetitive tasks and consolidate tickets from multiple sources, allowing customer support to focus on resolving customer issues. This shortens the feedback loop and drastically increases customer satisfaction. Expressed in figures: Customer retention increases by a full twelve percent if feedback loops and customer concerns are successfully resolved within a maximum of 48 hours. In addition, a prompt and personal response to customer concerns and complaints shows appreciation for the customer.
A special advantage of such ticketing systems is the transparency regarding all open customer tickets. Ticket backlogs are automatically reduced if the customer service can prioritize all support tickets. This results in a clear workflow, ordered by importance and urgency. As a result, solutions for customers‘ pain points are found quickly. The goal should always be to help the customer in a professional, friendly and fast manner.
High Customer Satisfaction Increases the Revenue Growth
A satisfied customer will most likely become a loyal customer who repeatedly carries out a transaction with the online store. Loyal customers trust the company and check the shop for the desired product first. This means bigger shopping baskets and high repurchase rates. As a result, revenues increase steadily. For this reason, the key question in this context is: How can e-commerce companies increase customer satisfaction and thus revenues? For this purpose, the entire customer journey must be analyzed and every single point of contact must be examined critically. This provides a quick insight into where most of the tickets for customer concerns arise and which are the most frequently mentioned reasons for complaints.
First-class product quality and outstanding customer experience are essential ingredients for repeat purchases and long-term business success. So how do you create a customer experience that sets you apart from the competition? The contact point “customer service“ plays a key role in this context. Here it is decided whether the dissatisfied customer can still be convinced and satisfied by the company despite the complaint.
Basics for a Successful Hands-on Implementation
Integrating the Net Promoter System (NPS)® into customer support systems optimizes customer interactions and increases customer satisfaction. Using the NPS to determine customer satisfaction by collecting and analyzing data, reasons for churn can be identified directly and subsequently resolved. This guarantees high customer retention in the long run.
In addition, a first-class customer experience with comprehensive and personalized services is crucial for high customer satisfaction. That is the only way to build a personal, service-oriented relationship with customers. Therefore, closing the feedback loop within 48 hours is a basic requirement for meeting customer requirements following the Kano model.
NPS Tickets Shorten Feedback Loops
If many support tickets arise from customer concerns and complaints in the dimension “basic requirements“, customer satisfaction and thus customer retention is very low. Here, the integration of zenloop and Zendesk creates a clear advantage: An NPS survey at critical touchpoints does not only directly reveal load factors, but thanks to smart labels, tickets are also automatically created and sent to the responsible employee on the basis of an alert or existing tickets are updated. This leads to a reduction in processing times for all customer requests received by customer support. For example, alerts inform the product department as soon as a detractor mentions “product quality“ or “assortment“ in the feedback. As a result, companies are not only paying attention to their customers and showing appreciation - support staff also process customer concerns more efficiently, quickly and easily.
Smart Labels Streamline Processes
The integration of smart labels into ticketing systems such as Zendesk offers many advantages:
- identify bugs
- design processes in a time-efficient manner
- automatic ticket updates
- shorter processing periods
Forwarding important complaint tickets directly to relevant stakeholders with the help of smart labels identifies weak spots and bugs along the customer journey . This does not even require a login to Zendesk or zenloop, as these updates are automatically extracted from the customer feedback and assigned to the existing ticket. Not only does this shorten processing times, it also creates efficient processes, as the support staff can prioritize tickets directly based on their urgency status.
Thus, Zendesk and zenloop enable the fulfilment of all customer requirements - even in the event of a complaint. By including smart labels and calculating the NPS for each touch point with customers, Zendesk and zenloop contribute to the optimization of all processes and identify potential for improvement. This guarantees an outstanding customer experience, smooth process handling, and a high quality of service. Customers perceive a service as especially satisfying if they experience it as a moment of special attention for a company.
What Is a Feedback Loop?
The word feedback loop describes the process from receiving customer feedback to its analysis. The goal of the “Close the Loop“ process is the automized integration of customer feedback into the daily processes as well as closing the feedback loop with each customer (outer loop) and within the own team (inner loop).
To close the outer loop, the automated processes do not only allow for winning back dissatisfied, churning customers, but also for using satisfied, loyal customers for referrals. As a result, the voice of the customer reaches the company, significantly increasing customer centricity. To close the inner loop, responsible colleagues can be alerted when bugs and problems occur. Furthermore, real-time customer feedback can also be displayed on monitors as a “Closing-the-Loop“ measure.
Further insights on closing the feedback loop can be found here.
What Are Smart Labels?
Smart Labels are used to prepare the feedback received for the analysis. The zenloop AI identifies keywords and marks them in the individual comments (for example product, payment or delivery).
With zenloop‘s Sentiment Analysis it is possible to leverage smart labels even more effectively. Comments are not only analyzed based on the given score, but also on the underlying feelings of the customer. The zenloop AI recognizes in which context the keywords of the smart labels are mentioned and assigns them to the corresponding categories positive (green), neutral (grey) and negative (red). This makes it even easier to react adequately to the customer‘s feelings, which substantially reduces the churn rate.
The zendesk platform includes a CRM solution for planning, workflow optimization, performance testing, automation and recording, while zenloop provides a detailed insight into customer satisfaction.
Founded in 2007 and headquartered in San Francisco, USA, Zendesk today employs more than 500 people and has acquired customers from 140 countries. Zendesk provides integrated omnichannel customer support with live chat and call center software. More than 250 apps and integrations are available through the Zendesk Marketplace to increase the productivity of your support staff and streamline workflows. After Zendesk login, simply download the zenloop app from the Zendesk Marketplace and instantly strengthen customer relationships and optimize the customer experience.
Click here for the Zendesk Login