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Tool Name: Zendesk

Brief Description:
Zendesk is a customer service platform that provides businesses with a suite of tools to manage customer interactions across various channels, such as email, live chat, phone, and social media. It helps streamline customer service by providing ticketing systems, automation, and self-service options.

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Zendesk offers numerous benefits for both businesses and customers. For businesses, it improves efficiency by automating repetitive tasks and prioritizing support tickets, allowing teams to focus on more complex issues. It’s also scalable, providing flexible solutions as the business grows, and offers actionable insights with analytics and reporting tools to track performance and customer satisfaction. For customers, Zendesk delivers faster response times through chatbots and automation, enables seamless communication via various channels like social media, phone, or email, and provides self-service options with knowledge bases and FAQs, empowering them to find solutions independently.

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Zendesk is widely used by customer service teams to manage and organize customer inquiries through a ticketing system, provide real-time support via live chat and messaging, and automate responses to frequently asked questions with AI-powered chatbots. It also helps track customer interactions and history to offer personalized service and integrates with social media platforms to ensure seamless communication across different channels.

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Tool Description: Drift is a conversational marketing and sales platform that uses AI chatbots to engage website visitors, qualify leads, and help customer service teams handle inquiries. Drift’s chatbot is focused on real-time customer interactions that drive sales and service outcomes.

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The benefits for businesses include driving revenue by capturing leads and booking meetings automatically, saving time for sales and customer service teams by pre-qualifying leads and resolving basic customer queries, and providing insights into customer behavior to improve engagement strategies. For customers, chatbots offer immediate help to enhance the shopping experience, provide personalized support based on their website journey, and enable them to book appointments or meetings without needing human intervention.

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How it's Used in Customer Service:Engages potential customers as they browse the site, offering real-time assistance.Collects information from customers, qualifying leads for the sales team.Provides post-sales support by answering FAQs and managing returns or inquiries about order status.

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Welcome to our Tech Tools Showcase Padlet! Please follow the instructions below to complete the activity. If you have any questions, please ask your teacher for help.

• Form groups of 3-4 students.
• Choose a technology tool used in customer service (e.g., CRM software, chatbots, social media management tools).
• Research your chosen tool and prepare a showcase.
• Create a post in your group's assigned column with the following information:
  - Tool name and brief description
  - How it's used in customer service
  - Benefits for businesses and customers
• Add a relevant image, video, or infographic to illustrate your tool.
• Review other groups' posts and leave at least two constructive comments.
• Be prepared to discuss your findings in class.

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RingCentral is a cloud-based communication and collaboration platform that provides tools for voice calls, video meetings, messaging, and contact center services.

In customer service, it allows organizations to handle inbound and outbound calls efficiently, route customers to the right agent, record calls for quality assurance, and integrate with CRM systems like Salesforce or Zendesk.

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RingCentral offers a range of powerful features that enhance customer service communication and efficiency. It provides cloud-based VoIP calling, allowing teams to make and receive calls from any device. The automatic call routing feature ensures customers are quickly directed to the right agent, while call recording and analytics help monitor service quality and agent performance. RingCentral also integrates with popular platforms such as Salesforce, Zendesk, and Microsoft Teams, enabling seamless workflow and improved collaboration. Additionally, it supports remote and hybrid teams, making it a flexible solution for modern businesses.

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The primary use of RingCentral in customer service is to manage and streamline customer communications through voice calls, messaging, and video in a single cloud-based platform. It allows customer service teams to efficiently handle inbound and outbound calls, route customers to the right agents, and track call performance using analytics. This helps organizations provide faster response times, improve customer satisfaction, and maintain consistent service quality, even when agents work remotely.