Help Scout

OCTOBER 3, 2023

Generative AI can be an incredibly powerful tool when implemented and used correctly. Here are four benefits of using AI in your customer service experience, as well as advice on how to do so responsibly. Read the full article

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Zendesk

OCTOBER 24, 2023

Artificial intelligence is transforming customer service by taking on simple, repetitive tasks and freeing up human agents for higher value work. Generative AI promises to push this transformation even further, with early iterations offering huge opportunities for customer-facing enterprises. But these technologies also carry risks.

Artificial Intelligence 69

Artificial Intelligence 69

Help Scout

AUGUST 22, 2023

When AI can answer (some) customer questions, what is the role of humans in support? The answer is bringing human curiosity back into service. Read the full article

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Zendesk

APRIL 5, 2022

. . . It’s impossible to overstate the importance of customer service. In this follow-up to our global CX Trends research, we’ve identified two key capabilities, artificial intelligence (AI) and conversational customer service , that are critical to produce the personalized, efficient experiences that keep customers coming back.

Customer Experience 98

Customer Experience Artificial Intelligence Prioritization Communication 98

Zendesk

NOVEMBER 9, 2023

Over the last year, there’s been a lot of talk around generative AI and its potential to improve the customer experience (CX). In fact, two-thirds of consumers believe that generative AI will soon become an important part of their service experiences. As a result, companies can meet customers’ rising expectations.

Customer Experience 52

Customer Experience Retail Innovation Meetings 52

Help Scout

AUGUST 22, 2023

AI has many customer service applications, but that doesn’t mean it will replace human service. Here's a look at what that means. Read the full article

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Zendesk

MAY 8, 2023

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. The post Consumers expect AI to radically transform service appeared first on Zendesk.

Artificial Intelligence 59

Artificial Intelligence 59

Zendesk

MAY 23, 2023

This guide contains a detailed overview of Zendesk AI offerings that service teams are using to create better customer experiences. To better understand Zendesk AI, you should know we’re doing things a little differently. Zendesk AI also powers bots that actually solve problems rather than generate more.

Customer Experience 52

Customer Experience 52

Zendesk

NOVEMBER 28, 2023

What is AI as a service? AI as a service (AIaaS) is a service offered by third-party vendors that allows businesses to incorporate AI-powered tools and capabilities into their systems. Premiering in 1962, the cartoon accurately depicts many technologies we use today—including AI.

Artificial Intelligence 52

Artificial Intelligence e-Learning Internet Software 52

Customer Think

MARCH 8, 2024

Business leaders with customer-centric mindsets are – and should be – more than familiar with the customer service and sales benefits being promised by AI – in all of its forms. But there still remains a high level of reluctance and uncertainty among customer service teams about whether to trust AI, how to implement it […]

Sales 60

Sales 60

Customer Think

OCTOBER 10, 2023

AI is good at performing tasks, but can really replace the complete job of customer service reps? Commentators have been suggesting that professional jobs, including those in contact centers, are about to vanish since ChatGPT was released at the end of 2022.

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Zendesk

MARCH 8, 2023

After all, most companies possess significant data about the people who buy their products and services. By leveraging AI and data analysis , businesses can meet this demand while providing effective, personalized support. In this article, we’ll explore how AI and analytics can help your business remain competitive.

eCommerce 98

eCommerce Meetings Stakeholders Profitability 98

Zendesk

MAY 24, 2023

Artificial intelligence (AI) can unlock savings and create better CX. Here are four ways manufacturers are using AI in customer support and seeing big results. What’s more, 66 percent agree that AI/bots have driven large cost savings over the past year. But now, AI can often troubleshoot without the need for human intervention.

Manufacturing 52

Manufacturing Supply Chain Artificial Intelligence Logistics 52

Help Scout

AUGUST 22, 2023

AI won’t replace customer support teams, it'll make their jobs easier. Learn more about AI in Help Scout and how our new AI-powered features will enable customer support teams to take their service to the next level. Read the full article

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Zendesk

DECEMBER 1, 2022

Service teams have a ton on their plates right now, and customers expect seamless, instantaneous customer support. And while AI can certainly be used to make support agents’ lives easier, it’s too difficult to implement without an army of developers and accruing high costs…right?

Innovation 52

Innovation 52

Zendesk

MARCH 24, 2023

Financial services are at a pivotal point in the industry. That means sales, claims, services, and transactions need to happen securely across digital channels. And while there’s increasing pressure to cut costs , financial services companies must take a prudent approach (not a slash and burn) to preserve the customer experience.

Financial Services 52

Financial Services Banking Customer Experience Media 52

Zendesk

DECEMBER 14, 2023

“They gave amazing, proactive, personalized customer service to the people that shopped in their store, and I remember being in there,” he says. The post AI is a marathon, not a sprint: Zendesk CEO Tom Eggemeier on the evolution of customer service appeared first on Zendesk.

Retail 69

Retail Digitalization Customer Experience Innovation 69

Zendesk

MAY 9, 2023

Artificial intelligence (AI) can unlock savings and create better CX. Here are four ways manufacturers are using AI in customer support and seeing big results. What’s more, 66 percent agree that AI/bots have driven large cost savings over the past year. But now, AI can often troubleshoot without the need for human intervention.

Manufacturing 52

Manufacturing Supply Chain Artificial Intelligence Logistics 52

Zendesk

MAY 31, 2023

In Conversation with Zendesk’s debut episode , host Nicole Saunders spoke with Jared Loman , vice president of customer experience at Kajabi , and Zendesk’s Caitlin Keohane , senior vice president, global customer advocacy, about how AI will help businesses control costs in an era of tightening budgets.

Management 52

Management Customer Experience Communication 52

Zendesk

DECEMBER 1, 2022

Let’s take a moment to recognize how hard customer service teams work to keep your customers happy. When we talk about AI in customer service, a lot of people immediately default to thinking about chatbots that act like humans. Service teams have a ton on their plates. Service teams have a ton on their plates.

Supply Chain 52

Supply Chain Retail Prioritization Customer Experience 52

Red Star Kim

FEBRUARY 1, 2024

In its 12 th year – it obtains the opinions of around 100 CMOs from professional service firms. International Marketing Benchmark 2024 from Meridian West – AI dominates the agenda. And Gen AI appears to dominate both management and MBD agendas. I was surprised to see the development of new services ranked so low.

Marketing 130

Marketing Leadership Profitability Digitalization 130

Help Scout

AUGUST 22, 2023

Learn how and why AI is coming to Help Scout! Recent progress in AI, particularly the arrival of large language models and ChatGPT, have had us rethinking our approach to the value and application of AI in customer service. Read the full article

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Customer Think

MAY 7, 2024

It was about Zendesk’s strategy, which revolves around – no surprise here – AI to deliver better customer experiences. The News On April 15 to April 18, 2024, Zendesk held its annual Relate event, including a half day analyst track on April 15. The event was attended by around 1,600 customers, partners and analysts.

Customer Experience 60

Customer Experience 60

Freshworks

APRIL 2, 2021

The truth is that it’s already here, and if you’re not already using AI for customer service, you’re missing out. Integrating AI into customer service can drastically improve CX. It helps identify customer pain points, automates processes, speeds up decision-making, and optimises service delivery.

Customer Experience 66

Customer Experience Artificial Intelligence Decision-making Facilitation 66

Customer Think

NOVEMBER 18, 2023

This is the second in a series of posts on the role technology and human service play in creating repeat business and customer referrals. This post focuses on the intersection of human service and technologies like AI across customer journey phases.

Customer Experience 46

Customer Experience 46

Zendesk

JULY 12, 2023

One of those experts, AWS’ Deepam Mishra , has seen—and been directly involved in—the rise of AI for well over 15 years. At AWS , Mishra serves as senior advisor to AI/ML startups, where he leads several programs related to startup-scaling, generative AI, and joint innovation.

Artificial Intelligence 52

Artificial Intelligence Procurement Retail Software 52

Zendesk

MAY 9, 2023

The post How to use AI to reduce service costs in manufacturing appeared first on Zendesk.

Manufacturing 52

Manufacturing 52

Customer Think

MARCH 13, 2024

Conversational AI software continues to transform numerous industries across the globe. Conversational AI software offers solutions to these common […] What once was only an idea is now shaping the face of companies across the board, from start-ups to enterprise organizations.

Software 52

Software Software Organization 52

Customer Think

MARCH 19, 2024

Meeting the Demands of Superior Customer Service in the Modern Era (Previously posted at DoingCXRight.com/blog) Imagine you’re the manager of a busy customer service call center. The pressure is constant, with customer inquiries and complaints flowing relentlessly. “I just can’t […]

Meetings 64

Meetings Management 64

Help Scout

AUGUST 22, 2023

So we should be very thoughtful about the introduction of artificial intelligence into customer service scenarios beyond the most limited forms. Every interaction with a customer is equally an opportunity to grow trust or a chance to destroy it. Read the full article

Artificial Intelligence 75

Artificial Intelligence 75

Zendesk

JULY 30, 2021

These are painful customer experiences we can all relate to and top indicators of poor customer service according to Zendesk’s 2021 Customer Experience Trends Report. According to KPMG’s Global Customer Experience Excellence Report, 90% of consumers regard resolution as their most important customer service issue.

Customer Experience 75

Customer Experience Prioritization Management 75

Red Star Kim

SEPTEMBER 7, 2023

I regularly scan the media for information relevant to professional services benchmarks and market updates. Here is a professional services benchmark from Unit4 and some data on the accountancy profession. I share some of my findings to support marketers who are conducting PESTLE, competitor and commercial analyses. growth in UK and 2.8%

Marketing 130

Marketing Financial Services B2B Media 130

Red Star Kim

JULY 13, 2023

My takeaways from the insightful facilitators and panellists were: Recruitment of lawyers is down on previous years whereas business support is up Increase in tax hires in law firms Increase in marketing roles (exceeding 2019 numbers) Whilst training/learning roles shrunk compared to 2019 there was an increase in employee relations roles Legal sector (..)

Management 130

Management Remote Working Acquisition Finance 130

Zendesk

FEBRUARY 12, 2024

Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. It won’t tell you where there are gaps in your service, or where there are opportunities for coaching and additional training for your support teams,” said Adrian McDermott, chief technology officer, Zendesk.

Acquisition 144

Acquisition Digitalization Customer Experience Software 144

ReviewTrackers

AUGUST 17, 2023

A number of businesses are even now using AI tools for customer service — not just as an optional investment, but as a necessity for staying competitive in the market.

Marketing 26

Marketing 26

Red Star Kim

DECEMBER 18, 2023

We looked at case studies from professional services firms. The complexity of professional services firms adds to the strategy challenge. Professional service firms are usually a collection of disparate and self-governing business units focusing on different markets and services. Top-down or Bottom-Up Strategy?

Marketing 130

Marketing Strategic Thinking Artificial Intelligence Stakeholders 130

Customer Think

AUGUST 3, 2023

Customer Service Suite brings together self-service bots, agent-led conversational messaging, and automated ticketing management in an all-in-one solution

Management 52

Management 52