Enhance Your Helpdesk: Lark x Zapier's 2024 Toolkit for Customer Service Excellence

Enhance Your Helpdesk: Lark x Zapier's 2024 Toolkit for Customer Service Excellence

Portrait of Jess Cheung Lark's Author
Portrait of Jess Cheung Lark's Author

Jess Cheung

January 2, 2024

1/2/24

Jan 2, 2024

1/2/24

4 min read

In today’s fast-paced business environment, effective customer service is more than just a courtesy. It's a critical component of success. With 93% of customers likely to make repeat purchases with companies offering excellent customer service, the stakes are high.

As we navigate an increasingly digital and competitive marketplace in 2024, Lark x Zapier’s solutions offer a proactive approach to customer service that can significantly impact customer satisfaction and loyalty.

Unify Customer Support Communication for Faster Response

How It Works: Gone are the days when your support team had to juggle multiple platforms such as Slack, their own work platform, a support handbook in their browser, and more. When messages from a user of yours are received from customers on Slack, the message can be sent to a designated group chat in Lark or trigger a new group to be created on Lark with this message, enabling prompt and efficient responses without platform toggling.

The best part? Your customer service team can reply to the user's message directly from Lark, and the update will be synced back to the user in Slack. This way, your team can respond to customer inquiries quickly without juggling apps.

Receive and reply your Slack messages from customers from Lark

Where to Use: This integration is invaluable for customer service teams who use multiple platforms. By consolidating communications into Lark, your customer service team can access not only the service chats from their own work platform, but also all other necessary resources in one place on Lark. This includes an up-to-date handbook managed on Lark Wiki, historical chats to refer back to through Lark's search, and more.

With a customer-centric mindset, this approach respects the customer's preference for their chosen communication platform while simplifying the process for your team.

Streamline Ticketing with Simple Form-to-Table Connection

How It Works: If you're paying for an expensive ticketing system that you're not fully utilizing, it's time to reconsider and save costs in 2024. With Lark x Zapier, you can Google Forms or Typeform to collect customer inquiries, then get them auto-populated into a Lark Base table.

Sync Google Forms submissions to Lark Base through Zapier

Where to Use: This setup is ideal for businesses looking to manage customer inquiries efficiently without overspending on technical developments or ticketing systems. By automating the transfer of inquiry data to Lark Base, your team can address customer needs swiftly, enhancing satisfaction and trust. If you like our Lark x Freshdesk integration but find the work needed intimidating, this is a faster and easier option to ramp up.

This connection brings an additional benefit: It also allows you to set up automated workflows in Lark Base to get different tickets pushed to respective service agents, and even utilize AI-powered fields to run preliminary analysis to help accelerate ticket processing. While Lark provides native solutions that allow businesses to generate forms for such purposes, you are free to use whatever the customers prefer with this solution in place.

Capture Shared Mailbox Inquiries and Never Miss a Question

How It Works: Have you set up a service mailbox for your customers? Now, you can capture all their messages efficiently. Using Lark x Zapier, this zap links your business's shared mailbox to your customer service team on Lark. This connection allows for capturing customer needs quickly and securely without the need to share login credentials.

Where to Use: This integration is particularly useful for companies where customers prefer email outreach over chats or forms, especially local businesses. By directing these messages to a Lark chat, your team can capture the inquiries and respond more efficiently, improving the overall customer experience. Sometimes, your biggest customer or complainer won't leave a comment on social media or interact with a bot on the website.

What's Next

In a world where a single poor experience can lead to 78% of customers choosing a competitor, Lark x Zapier provides a proactive solution to save the bad and reclaim the good. These zaps not only streamline processes but also significantly enhance the customer experience. Embrace these tools to ensure your customer service team is equipped to meet the evolving demands of 2024 and beyond.

Are you ready to elevate your customer service? Contact the Lark team today to integrate these powerful solutions and propel your customer satisfaction to new heights.

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