If you have a large support team, it can be difficult to maintain complex workflows. In an ideal world, your team would easily distribute tickets to the people who know how to handle them best – with no time lost unnecessarily bouncing support tickets between different agents or departments. Without the right tools, teams have to use cumbersome and costly workarounds to route tickets to the right places.
A comprehensive knowledge base is an essential piece of any 21st-century support operation. But implementing it is just the first step – maintenance comes next. The best way to maintain your knowledge base is by harvesting support agents’ collective knowledge – but they’re often swamped and enabling their contributions can be a huge operational hurdle. Fortunately, you can easily capture content using the Zendesk Knowledge Capture app, which helps agents in three key ways.
Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. At the same time, chatbots are solving a very real problem taking place today: of a decrease in available customer service agents and positive customer experiences due to an economic downturn. Some of the biggest corporations in the world are experiencing layoffs.
Establishing a quality help desk ticket workflow is the key to achieving quicker and higher quality resolutions. Not only does this achieve better outcomes for users, but it also improves business operations and makes service departments more cost-effective. Many of the issues that cause delayed responses, missed tickets, or return tickets for issues that weren’t resolved correctly are caused by broken or poorly optimized help desk ticket workflows.
This post will help to answer the following questions: Incident management is a core function of any IT department, covering internal and external support ticket resolution. As such, it’s not surprising that many companies building out their IT department will likely implement an incident management ticketing system. Support tickets, or incidents, represent an individual user issue with a business’s product or IT network.
Manufacturers are taking the ‘glass half full’ approach to forecasting their performance for the next couple of years. Specifically, they are viewing CX as a potentially profitable tool as they look to overcome what has been a difficult period of supply chain disruption and rising costs. The rationale is that if they can continue to delight customers, it will help them stand out from a crowd of competitors.
As a result of today’s macroeconomic climate, software companies are looking for ways to control costs, accelerate net retention and drive profitable growth. This requires a focus on building customer loyalty through differentiated CX. And agents play a critical role, but many are struggling to keep up with evolving customer expectations. Learn how a tiered approach to customer service can increase customer satisfaction and keep operating costs in check.
It’s fair to say the manufacturing industry is on the fast track to digital transformation. The pandemic exposed the fragility of our global supply chains, resulting in empty shelves and overstocked warehouses. Meanwhile, as the pandemic subsides, inflation is driving up the cost of goods and logistics, putting the squeeze on companies still recovering from the past few years. So it’s no surprise that manufacturers are looking for ways to cut costs whilst still maintaining quality.
If you're considering acquiring free help desk software, you've likely come across a wide range of available options that may seem like a cost-effective and simple way to handle and improve customer support in your organization, without adding extra expenses or going into big efforts. As you probably already know if you're looking to make this important decision, a help desk tool will streamline your support services and improve your overall performance.
Using embedded chat on the websites enables visitors to communicate quickly with the organization's customer support teams. Given the competitiveness of today’s business landscape, offering a good UI/UX experience to tech-savvy customers and resolving their queries quickly helps businesses gain a competitive edge. In this blog, we explore how organizations use embedded chat to deliver an immersive experience to customers.
As businesses continue to evolve and compete in today’s highly digital and connected world, the importance of excellent customer experience management cannot be overstated. With the rise of social media, review sites and platforms such as marketplaces, customers now have more power than ever to share their experiences with others. As a CX Trends 2023 case study by Zendesk found out, 66 per cent of customers said that a bad interaction with a business can ruin their day.
It’s clear that we’ve entered a new era in artificial intelligence and companies around the world are grappling with how to respond to this constantly evolving technology. Zendesk research indicates that AI will affect every customer touchpoint and businesses that want to remain competitive must have a thorough understanding of what consumers want and expect from the technology.
If the last year taught us anything, it’s that we must stay flexible and agile in response to market conditions. From the ongoing effects of the pandemic to the war in Ukraine and cost of living crisis, 2022 saw customer service businesses rocked by new obstacles and challenges that forced them to evolve their customer experience (CX) approach to navigate the changing landscape.
Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources.
The world is experiencing a defining moment for humanity: after years of advances, artificial intelligence is having its coming out party. When experts compare it to the invention of the printing press or the Internet, that’s not hyperbole. AI will revolutionise huge segments of our society, and while the full ramifications of this technology cannot be fully known – after all, AI continues to rapidly evolve – Zendesk expects it to affect every single customer touchpoint.
Customer loyalty comes by respecting and continuously exceeding customer expectations. According to a study published by Rare Consulting, 83% of customers say that their loyalty to a brand is mainly down to the fact that they trust them. The same study also reveals that while price (81%), quality (80%) and convenience (55%) are the key factors in making a purchase, companies and brands that are liked (86%) and trusted (83%) benefit from more loyal customers.
Sales analysis is the process of identifying and processing sales and revenue-related data. Processing this data ultimately allows you to interpret it, which in turn allows your teams to factor any findings in to future sales initiatives and marketing activities. A sales analysis typically includes dashboards and graphs that make it easier to track how sales are developing.
Have you considered streamlining your contacts and optimising the customer experience with the WhatsApp Business chatbot? The feature was released to users of the tool to celebrate the milestone of 5 million companies registered on the app. In this article, you’ll learn how the WhatsApp chatbot works, how to activate it and what it can do to reduce your response time and offer 24/7 support to your customers and prospects.
Despite the accelerating pace of Generative and Conversational AI innovation disrupting contact centers, today’s customer experience (CX) agents are under the same pressure points as always – business performance pressures from one side and demanding customer expectations from the other.
Even if you’re not familiar with generative AI or large language models (LLMs), you’ve probably heard of ChatGPT, the remarkably human chatbot that can generate surprisingly conversational answers, passable college essays – and even dad jokes.
Lots of companies have asked us: why should we buy a CX solution when we could work with in-house developers to build our own? Building your own CX solution is time- and labour-intensive, and it requires an ongoing investment of developer resources to maintain. Many of our customers started with homegrown solutions only to realise that their systems couldn’t meet their needs or deliver the ease and efficiency that Zendesk can.
