The AI-powered omnichannel customer service platform
Centralise requests, streamline conversations, automate repetitive tasks, support agents and expand self-service: Zendesk brings together the tools you need to manage and grow your customer service operations on a single platform.
But having the right features is only the beginning. To get the most out of Zendesk, the solution needs to be configured around your processes, connected to your business tools and tailored to the expectations of both your teams and your customers.
As a Zendesk Premier Partner, XPCloud helps you select, integrate and develop your solution, drawing on its founders’ more than 20 years of experience in customer service.
Bring your customer service together with Zendesk
Email, messaging, phone, forms, help centre… Customer requests can come through many channels and involve several departments. Zendesk lets you centralise interactions in a shared workspace, making requests easier to track and handle.
Each request can be turned into a ticket, enriched with available information and routed to the right team. This gives agents the context they need to understand the situation and pick up a conversation without asking the customer to repeat what has already been discussed.
Depending on how your organisation operates, Zendesk can help you:
- centralise requests from different channels;
- organise ticket assignment and prioritisation;
- automate actions and workflows;
- provide a help centre and knowledge base;
- monitor customer service activity and performance metrics.
The platform can then be tailored to your processes and connected to your CRM, telephony system or business applications.
Zendesk AI: bring artificial intelligence into your customer service
Artificial intelligence now plays a central role in the Zendesk ecosystem. It can automate the handling of certain requests, assist human agents and provide deeper insights into customer service operations.
These capabilities can be introduced gradually, depending on your needs and your organisation’s readiness.
AI agents: automate recurring requests
Zendesk AI agents can respond directly to customers and handle certain requests independently.
They draw on content from your knowledge base and can support more complex customer journeys when connected to your company’s data and systems.
The aim is to use AI for requests it is well suited to handle, while passing situations that require greater expertise, analysis or care to human agents.
The quality of the responses therefore depends directly on the reliability of the information available. A well-structured, regularly updated knowledge base provides an essential foundation.
Agent Copilot: support your agents in their daily work
With Zendesk Agent Copilot, AI works alongside human agents as they handle customer requests.
Depending on the features enabled and how the solution is configured, it can help agents:
- understand and summarise conversations;
- find relevant information;
- draft responses;
- put requests into context;
- carry out specific actions or steps in the resolution process.
Human agents remain in control of the customer interaction, while AI helps them spend less time searching for information and completing repetitive tasks. They become AI-augmented agents, able to focus more closely on the quality of each conversation.
Intelligent triage: automatically classify and route tickets
Not all requests are equally urgent, and they do not necessarily need to go to the same team.
Zendesk intelligent triage analyses incoming requests to identify details such as intent, sentiment, language and other specific information.
This data can then feed into workflows to assign tickets to a team, set priorities, create views or flag sensitive requests.
AI starts working as soon as a request arrives, before a human agent picks it up.
Want to identify the right applications for your organisation? Discover which AI use cases to start with in your customer service operations.
Connect Zendesk to your customer service ecosystem
A customer service platform does not operate in isolation. To provide a response that takes the customer’s situation into account, both human and AI agents need access to the information required to handle the request.
Zendesk can be integrated with your existing environment: CRM, telephony, ERP, business applications, collaboration tools, customer data and knowledge bases.
These connections can, for example, help agents find customer information without switching tools, trigger a workflow following an event or pass on the data needed to resolve a request.
XPCloud designs these integrations around your use cases and system architecture. Our goal is to make Zendesk a fully integrated part of your customer service ecosystem.
A tailored Zendesk setup built around your processes
There is no single Zendesk configuration that works for every business.
The number of channels you manage, request volumes, team structure, service levels and existing applications all directly influence the architecture you need.
A business facing sharp peaks in demand may want to automate request classification and prioritisation. Another may focus on agent assistance, self-service or integration with its business tools.
That is why XPCloud starts with your business needs before discussing features.
We analyse your processes, pain points and objectives to identify which Zendesk capabilities will make a meaningful difference to your organisation.
Why choose XPCloud as your Zendesk implementation partner?
The success of a Zendesk project depends less on how many features are enabled than on how well they fit your processes, tools and organisation.
As a Zendesk Premier Partner, XPCloud supports you from defining your requirements through to developing your platform, combining customer service expertise with in-depth technical knowledge of the Zendesk ecosystem.
Depending on your project, our services can cover:
- auditing and scoping your requirements and processes;
- data migration and transfer;
- Zendesk configuration and workflow creation;
- integration with your business tools;
- deployment of AI and automation;
- team training and change management support;
- platform support, maintenance and ongoing development.
This approach allows us to build a Zendesk environment that meets your current needs and can evolve alongside your organisation.
Customer stories: Zendesk and AI in action
XPCloud’s projects demonstrate the wide range of applications for Zendesk and Zendesk AI.
Florajet: managing peaks in demand more effectively
To support its busiest periods, Florajet uses a combination of automatic routing, an AI agent, writing assistance, sentiment detection and request prioritisation.
AI now helps handle a share of daily requests, easing the workload for teams by taking care of interactions that can be automated.
EPITA: expanding self-service with AI
At EPITA, Zendesk centralises interactions with students and makes certain information available around the clock.
Within a few weeks of launch, AI was already handling 16% of requests, including recurring administrative enquiries.
EA Pharma: supporting agents with Zendesk AI
EA Pharma uses Zendesk AI capabilities to help agents handle interactions, classify requests and automate specific steps in the customer journey.
These projects share the same approach: start with business needs to identify the Zendesk and AI applications that deliver real value for teams and customers.
Zendesk expertise backed by extensive customer service experience
XPCloud’s expertise goes beyond its knowledge of the platform. Its founders have worked in customer service and contact centres for more than 20 years.
This experience allows us to approach Zendesk projects from more than a technical perspective, taking into account team structure, customer journeys, request handling processes, performance metrics, automation and collaboration between human and AI agents.
As a Zendesk Premier Partner, XPCloud also works closely with Zendesk’s teams.
In his testimonial, Alexandre Pages, Partner Manager at Zendesk, discusses XPCloud’s ability to understand business challenges, address complex issues and deliver solutions tailored to each customer’s environment.
Ready to take your customer service further with Zendesk?
Are you looking to deploy Zendesk, develop an existing platform or explore what Zendesk AI could do for your business?
XPCloud helps you identify relevant use cases, scope your project and build an environment tailored to your processes and tools.