Why you need the Zendesk + HiBob Integration

Looking to simplify HR and support workflows? The Zendesk + HiBob integration connects your HRIS and customer support systems for faster, more accurate employee support. Here's what it offers:

• Unified Access: View complete employee data in support tickets.

• Automated Workflows: Eliminate repetitive tasks.

• Enhanced Efficiency: Reduce platform switching for quicker responses.

• Improved Accuracy: Access real-time data for better decisions.

This integration empowers teams to streamline onboarding, manage HR requests, and improve collaboration, all while maintaining a 91% customer satisfaction rate and processing over 5,000 tickets monthly.

Main Features

These tools are designed to simplify employee support and improve HR processes across organizations.

Employee Support Tools

This integration brings HR support closer to employees by embedding HRIS access directly into support workflows. Agents can access full employee profiles, role details, and past activity without needing to switch between platforms.

The embedded web widget within Zendesk’s platform allows employees to submit and track their requests without leaving the system, making the process seamless and efficient.

Ticket System Updates

The integration also introduces smarter ticket handling, possible only with the employee data within Zendesk. This allows you to implement advanced routing rules to ensure tickets are sent to the right agents automatically.

These updates don’t just streamline ticket management - they also improve team coordination.

Team Communication

Improved ticket updates make collaboration between teams much smoother. By uniting customer experience, professional services, and account management teams on one platform, the integration speeds up request resolutions.

"With Zendesk, it's easier for agents to pinpoint the user's issue in a shorter time and take a more collaborative approach to address the request." - Ben Ellis, Customer Success Operations Manager - HiBob

The platform enables teams to share information, track request progress, and coordinate responses effectively across departments.

Enterprise Applications

The integration between Zendesk and HiBob is designed to handle the demands of large enterprises, simplifying HR and support workflows. This partnership helps organizations efficiently manage their HR and support processes on a larger scale.

Employee Onboarding

HiBob's platform makes onboarding easier by automating essential HR tasks from the start. When paired with Zendesk, it simplifies processes like handling new hire documentation and setting up IT equipment, ensuring a smooth onboarding experience.

HR Request Management

This integration transforms how enterprises handle HR requests. HiBob's team uses Zendesk to manage internal HR inquiries efficiently. The platform speeds up request resolution while maintaining consistent service quality across departments, even in large-scale operations.

Employee Reviews and Growth Management

By merging HR data from HiBob and Zendesk, managers can conduct performance reviews with better insights and efficiency. This directly supports enterprise-wide talent management. As companies grow, the integration adapts to their needs, supporting global expansion. HiBob already boosts productivity, engagement, and retention for over 2,700 businesses worldwide. Together, the platforms provide tools to manage teams from onboarding to long-term development, ensuring reliable support and HR performance as operations expand.

Implementation Guide

AI and Automation Setup

AI-driven automation simplifies support operations by efficiently handling tasks like ticket routing and resolving common issues. This ensures faster responses and better customer experiences.

Here are some key AI features and their benefits:

Process Configuration

Once automation is in place, configuring workflows takes efficiency to the next level. Using triggers and automation tools improves response times and enhances customer satisfaction. This approach also supports smooth collaboration between HR and support teams.

"Leveraging Zendesk triggers and automations on its support channels has provided a boost to HiBob's main KPIs, including better first response and resolution times, as well as an average 91 percent CSAT." - Ben Ellis, Customer Success Operations Manager - HiBob

Critical areas to focus on during configuration include:

Staff Training

After workflows are optimized, training your team ensures they can fully utilize the system. Training should focus on practical, hands-on learning, including:

For a smooth implementation, it's essential to combine proper system setup with thorough training. Encourage teams to use the Zendesk Sandbox environment to test updates before rolling them out. This minimizes disruptions and ensures operations stay on track.

Summary

The Zendesk + HiBob integration simplifies HR and support workflows for enterprises. With HiBob's platform and established metrics, it achieves a 91% customer satisfaction rate and handles over 5,000 tickets each month.

Here’s a quick look at the key results:

This integration brings HR and support functions together, helping teams work more efficiently while maintaining excellent service. With AI-powered tools and customization options, it ensures smooth employee service delivery across organizations.

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