Bright Pattern, a developer of call center solutions, recently announced that it has partnered with Zendesk to extend its options for customer support.
Readers here may be aware of Zendesk as one of the most popular cloud-based customer service platforms. It is seen on many websites as an assistant for self-help knowledge bases and as an online chat tool for customers and brand agents. In this case, Zendesk will reach even further into customer service agents’ abilities to help customers through social messengers, mobile apps, and text messages. Enterprise managers should also see a boost in overall productivity as a result of intelligent queuing, which spreads support sessions across the entire customer support staff.
Bright Pattern CEO Konstantin Kishinsky commented about the joining of these two products and the impact it will have on enterprise support.
“Zendesk’s combination of ease of use and solid customer service feature set has garnered a huge following, ranging from startups to large enterprises,” Kishinsky began.
“We are happy to offer Zendesk customers our easy-to-use contact center platform with enterprise-class features,” he continued.
Bright Pattern says it wants to help enterprises bridge the gap between traditional, on-premise call centers and their multi-channel, cloud-based counterparts. The latter offers businesses flexibility and scalability they cannot realize with older call center products. Furthermore, it allows Bright Pattern to easily extend the reach of its own platform with modules such as the WeChat app.
WeChat gives agents the ability to speak to multiple customers at once, and it can allow customers to remain within the app which they already use. As TMC (News - Alert) reported earlier this year, WeChat has grown to be the biggest consumer communications app as measured by monthly users. It makes sense for Bright Pattern to support that use and to give its enterprise clients the ability to support it as well.
The use of Zendesk is expected to improve the amount of real-time assistance (not on hold or waiting to call back) that agents can provide their customers. Zendesk’s own study reveals that 64 percent of customers expect to receive real-time assistance regardless of the channel they prefer to use, and the use of its software here can help extend agents’ abilities to meet and exceed that figure.
Edited by Maurice Nagle