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Add to that the self-service portal that can host a rich knowledge base and online communities for FAQ searches; you now have 24/7 customer service, even with only a few agents at the frontline. For managers and team leaders, Zendesk provides powerful reporting and analytics to measure key metrics like customer satisfaction ratings, resolution speed, and agent performance. Freshdesk tops our list for its intuitive ticketing management, enhanced by key functions like automation and self-service portal. If you’d like to find similar products, you can check out our Zoho Desk alternatives list here. If you have a business website, you can use Zoho Desk to embed a web form widget on your website. Moreover, Zoho Desk seamlessly integrates with social media channels, so your agents can view and manage communication with customers easily. It’s not only instant messaging that’s possible in Zoho Desk. Combined with self-service features for FAQs, automation makes it possible even for a team of five agents to handle your entire customer service. The need for such integrations got even more pronounced when the COVID-19 outbreak limited business touchpoints to online avenues.
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