Bright Pattern is an easy-to-use call center tool that uploads everything to the cloud.
What differentiates Bright Pattern from other software are the omnichannel features that they use.
Instead of single-line multi-channels, an omnichannel connects agents within and across different platforms.
This way, agents can stay connected with customers while also gathering relevant information to assist customers.
The omnichannel access of customer service or call center agents is efficient as it creates effective workflows and instant connections within the team.
A powerful innovation by Bright Pattern is its call center integration with Zendesk. The Zendesk integration combines both Bright Pattern and Zendesk into one.
This means that the omnichannel of Bright Pattern and the powerful CRM services are now on one platform.
The use and access of customer insights and data can now be within the reach of call center agents – just by staying in one application.
What Is A CRM?
Zendesk offers CRM (Customer Relationship Management) services for call centers. The CRM allows call center agents to access customer information all in one platform.
CRMs are an efficient way of collecting information all in one central place. All customer interactions such as inquiries are recorded in one platform that can easily be accessed by any agent.
The Zendesk call center integration makes these interactions seamless and quick as it is within reach and at the fingertips of the agent.
Call center agents no longer need to sign in to both Zendesk and Bright Pattern because the automatic sign-in logs the agent once they access Bright Pattern.
Why Do I Need One?
The reality is that customers will always consume and demand continues to rise. Companies provide products and services to be able to meet these customer demands.
However, the products and services offered are not the end goal for these companies.
Customer relations are one of the most important factors in order to stay in the game for the long haul.
The relationship between the company and the customer is what will define their interest in the long run.
Customer service and support are thus vital in achieving this goal. We’ve all heard horror stories – there are good products or services but poor customer care.
Because of poor customer care, customers pull back and no longer avail of the product or service.
The poor experience causes a loss of the customer which makes them subscribe or opt for the products and services offered by competitors instead.
Receiving information on products is a big buy-in for customers. This is the ability for them to receive information on the product or service they are availing of.
The information that they receive gives them an incentive to buy the product or service provided by a company.
Time is a gold commodity when it comes to customer queries. Customers rely on the speed of service of every company to give information.
This is why it is vital for call centers to be able to respond to every question and query with accurate speed.
Automation and integration such as Zendesk within the Bright Pattern platforms are vital.
Integration cuts down costs on Workforce Optimization (WFO) and Workforce Management (WFM) which increases productivity in the workplace and within the team.
The Zendesk call center management integration increases productivity. Agents no longer need to switch between apps when it comes to providing support.
Call center agents only need to be on the Bright Pattern omni channel platform. They then click on the Zendesk integration once there is a need for customer information.
Since agents no longer need to access much software, workflow is seamless. It is also hassle-free for the agents within the team.
The best part is that the Zendesk CRM integration can be used by various teams and not just customer support – people from sales, marketing, and even operations.
Having a good team of customer support agents and call center agents is not enough. What defines workplace management is the excellent systems set in place.
To expand, companies and businesses must be able to account for the demand. Through innovations like Bright Pattern’s integrations, companies are now able to keep up with the high volume.
Meeting a high volume of customer interactions as well as product demand is possible.
A simplified workflow allows agents to take in more customers which increases the speed of service provided by customer support and call center agents.
The result would be a positive turnout in customer satisfaction. This is good for call center companies because integrations like Zendesk reduce costs.
Integrating Zendesk with Bright Pattern allows agents to deliver the best customer experience while also improving important call metrics.
FAQs
1. What Is Zendesk?
Zendesk is a powerful cloud-based customer service and CRM platform. It serves as a database of information for customer interactions.
Zendesk offers various customizable tools and features. Some examples are live chats, helpdesk, customer engagement software, and email marketing, among others.
Their integration with Bright Pattern creates a powerful solution. It makes sure that information is within reach of call center agents. All while still connecting to Bright Pattern’s channel platform.
2. How Can Integrations Help My Company?
Integrations are an essential tool to help companies automate workflows in their company. Integrations allow employees to be on one platform without having to switch.
They don’t need to change between different applications. This cuts down workflow and makes agents more focused, efficient, and productive.
With the Zendesk integration, agent support is quick and effective. This is because access to customer information through the Zendesk integration is possible. Agents do not need to leave Bright Pattern’s omnichannel.
By using integrations like Zendesk, there is an increase in productivity and customer satisfaction.
Integrations make work easier for employees. It speeds up the work process as everything is accessible on one platform. This in turn generates happier customers given the faster service.
3. How Can I Integrate Zendesk?
Integrating Zendesk into Bright Pattern is easy through a Single Sign-On Setup (SSO). An SSO means no need to sign in to both platforms.
Logging in is smooth, seamless, and automatic. Follow our technical step-by-step and comprehensive guide here.
Conclusion
Integrating Zendesk into the Bright Pattern omnichannel creates an increase in overall workplace productivity while maximizing the strong features of both platforms.
The Zendesk call center solutions improve workflow management so that call center agents can save valuable time and do what they do best – give the best support customers need.
