Mikkel Svane, Founder & CEO
The HR Insights firm, Peakon, recently released a report on why employees quit their jobs. Their results—based on 34 million responses from 36,000 employees around the world—showed that most employees do not leave because of too much work. Instead, they leave because of too much uninspiring work, which leads them to pulling the trigger on quitting.
Based on the insights, HR analysts suggest that the major reason behind such employee behavior is that the companies, more often than not, do not know what their employees want in the first place. The looming question here is, while a company does not imagine running a successful business without knowing their customers’ needs, why do they hold back from doing the same with their internal staff?
According to Zendesk [NYSE:ZEN], a leader in HR help desk software, by treating employees as customers, a company not only can reduce attrition issue but also foster a culture of more empowered, satisfied employees and consumers, where everyone reaps the rewards. It is indeed this forward-thinking mindset that is reflected in Zendesk’s suite of HR helpdesk solutions and services.
Reimagining Employee Communications at Work
With the pandemic and the subsequent work-from-home model, HR departments, now more than ever, bear the brunt of optimizing employee engagement as well as nurture retention. The influence of a functional, efficient onboarding process alone is staggering, let alone making the same employee likely to stay with a company for three years or more. With Zendesk, HR teams enjoy an intuitive platform that allows them to scale support and keep employees engaged throughout their lifecycle at a company. Further, Zendesk makes key insights possible, including how HR teams can improve performance with smart self-service, automations and integrations—all centralized in one integrated hub. Zendesk’s HR helpdesk solution is quick to deploy and easy to use, so a company can start building the employee experience of the future in a matter of days, not weeks.
Zendesk’s HR helpdesk software is built on a very simple yet effective model. Just as a traditional IT helpdesks deal with incidents and “restore normal service operation as quickly as possible, minimizing its adverse effect on business operations,” Mikkel Svane, Founder and CEO of Zendesk, explains, his HR helpdesk achieves the same for employee issues. Its multi-channel request management tools give HR teams the power to streamline operations for happier, engaged employees. And not in vain! With the use of Zendesk’s offering, some companies, apart from witnessing higher employee engagement, also saw more sales growth, greater shareholder returns, lower staff turnover, and constantly rising customer loyalty.
At the same time, the company is also of the belief that employees feel more engaged to an organization when more power is vested upon them. That’s why the company has a self-service portal as the first step of their HR helpdesk. Zendesk’s help center lets employees find the information they need about health insurance, benefits, and other policies, whenever they like, on any device. And, only when they require added help to redress an issue, the employees can raise a ticket and escalate their problem to the HR team. Complementing this is Zendesk’s answer suggestion application, which analyses ticket content to add relevant help center articles right next to the ticket. That way, a company can reduce repetitive questions and simultaneously ensure that their employees are always well-guided, and as a result, the employees feel more valued.
Zendesk has already solved more than one million tickets using AI tools, saving approximately 225,000 HR hours
What’s more? The platform also lets the HR managers constantly visualize team bottlenecks and process improvements from a bird’s eye view. Zendesk’s powerful analytics track the volume of HR requests and determine how quickly issues are resolved across locations and channels. Further, via automated employee sentiment surveys, a company can efficiently measure employee satisfaction related to the HR support they received. All in all, the Zendesk HR helpdesk support software empowers a company with the right tools to make their employees feel truly heard and understood.
Scaling HR Support with AI and Automations
Zendesk has already solved more than one million tickets using AI tools, saving approximately 225,000 HR hours. A boon for HR teams, Answer Bot works right alongside the HR team by using machine learning to help answer incoming questions. HR teams can leverage AI, powered by Zendesk’s Answer Bot, to help teams with ticket deflection and effective scaling while giving employees the fast responses they expect. Customers who use Answer Bot effectively also have the most-developed knowledge bases in terms of articles, active agents, and categories, as well as a higher self-service ratio. Because of its proven successes, the number of Zendesk customers using Answer Bot has almost doubled in the past two years.
Meeting the Needs of Any Business
The uniqueness of Zendesk’s employee engagement approach can be further substantiated through its numerous successful implementations. A case in point is how Zendesk is providing its streamlined, responsive helpdesk support software to UK’s most-loved retail brand, John Lewis Partnership. John Lewis employs more than 90,000 people, and the team was tasked with setting up an internal benefits website. The company’s benefits marketing and publicity manager, Raphael Hewett, knew that their workforce would expect the same internal support experience as their customers expect when they shop at one of the 46 John Lewis shops and 346 Waitrose supermarkets across the UK.
Hewett’s view of internal support as customer service is partly what led the team to Zendesk Support. He also knew that the benefits system had to be innovative enough to work with their use case, as well as intuitive and user-friendly for employees. Moreover, to support their Partner Choice website, the client wanted to deploy a ticketing system alongside a help center. After learning that Zendesk could manage all their requests—and that they could deploy in just a month—John Lewis’s team were sold. After implementation, John Lewis’s employee benefits management saw a world of difference. Instead of tucking a brochure into a folder and offering it to employees—which can easily be lost or forgotten, John Lewis lets their employees log in to a seamless, modern, and mobile-optimized web experience where support is not an afterthought or an add-on. “Zendesk Support was so much easier to work with compared to other systems we were considering,” Hewett further quips as a happy client.
In another—more recent—scenario, a fintech startup, Novo, needed to pivot to remote work in early 2020 due to the COVID-19 pandemic, and Zendesk immediately came to their rescue and helped their HR and customer support operation adjust to the new normal. Implementing Zendesk’s Answer Bot immediately resulted in the deflection of 8 percent of the company’s tickets. Since then, about 600 tickets have been deflected by automation alone, with an average of 300 tickets seamlessly answered per month.
A Promising Path Ahead
Currently, Zendesk is focused on tightly integrating its AI and automation capabilities so that they can bring superior value to their clients and ensure the employees support system is more structured, focused, and purposeful throughout the entire present agile work innovation funnel. Moving ahead, the company intends to introduce more ground-breaking functionalities to let organizations quantify the value generated from their employee engagement campaigns and workforce productivity efforts.