Zendesk

NOVEMBER 14, 2023

Given the significance of EX, we’re thrilled to announce our latest batch of product innovations, designed to help internal service teams, such as IT and HR, deliver exceptional employee experiences. See more details about our conversation bot for Slack DMs here. Keep reading to discover our latest EX features.

Innovation 52

Innovation Finance Onboarding Prioritization 52

Zendesk

MARCH 8, 2023

Businesses should know a lot about their customers. After all, most companies possess significant data about the people who buy their products and services. These customers are no longer content to be “caller number eight” in line or receive “personalized” marketing emails that clumsily paste their names at the top.

eCommerce 98

eCommerce Meetings Stakeholders Profitability 98

Zendesk

FEBRUARY 15, 2024

From answering customer questions to collecting contact information, chatbots wear many hats. The more hats your bot wears, the more it can do. To help you elevate your bot’s wardrobe, we’ve gathered 20 popular bot templates to inspire you on your chatbot journey. What is a chatbot template?

e-Learning 52

e-Learning Onboarding Artificial Intelligence 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. Like software as a service (SaaS) business models, companies can subscribe to AIaaS plans that provide AI for customer service tools.

Artificial Intelligence 52

Artificial Intelligence e-Learning Internet Software 52

Zendesk

OCTOBER 18, 2023

Follow along to learn more about the benefits of using a chatbot persona to level up your customer service. Improves customer experience Even though chatbots are known for providing fast, 24/7 support , it doesn’t mean you want your customers to feel like they’re talking to a robot.

Investors 52

Investors Artificial Intelligence Customer Experience Communication 52

Nutshell

DECEMBER 7, 2023

From customer service and data analysis to research and writing, there are plenty of tools to help streamline the process. For example, a customer service AI chatbot can assist your team — and your customers. That’s how it can answer questions and communicate like a person.

Artificial Intelligence 54

Artificial Intelligence Marketing CRM Banking 54

Help Scout

JUNE 8, 2021

Still, using AI chatbots for customer service makes plenty of sense. Use an automated conversational approach to encourage more customer self-service: Help customers find answers themselves by guiding them step by step to the right self-service options.

Artificial Intelligence 144

Artificial Intelligence Decision-making Customer Experience Onboarding 144

Zendesk

DECEMBER 7, 2021

A great customer experience features efficient and personalized interactions at each step of the buyer’s journey. But in order to achieve this, companies need a way to quickly analyze customer data and act on it. But what exactly does it mean to use AI throughout the customer journey? What is AI customer experience?

Customer Experience 97

Customer Experience Artificial Intelligence Onboarding Retail 97

Zendesk

DECEMBER 16, 2022

Customer expectations are changing—shoppers want instant answers to their questions at any time of the day. More importantly, they expect their interactions with customer service teams to lead to a resolution. AI has never been more available, and bots are more sophisticated than ever before. No friction, no bumps.

Marketing 52

Marketing Sales 52

Zendesk

APRIL 28, 2021

To offer superior support, customer service teams need their systems, tools, processes—and most of all—people to work in harmony. But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. When customers prefer self customer service.

Customer Experience 98

Customer Experience Communication 98

Zendesk

JULY 12, 2023

That said, hospitality brands continue to face challenges that impact their ability to consistently deliver a high level of service to their guests, including: Labor shortages: Like most industries, hospitality companies struggle to maintain staffing levels to pre-pandemic levels, including customer service and guest service staff.

Supply Chain 93

Supply Chain Digital Transformation Innovation Management 93

Zendesk

JANUARY 27, 2023

Quick facts about conversational interfaces: Bots, voice assistants, and interactive voice routing are everyday examples of conversational interfaces. In interacting with tools like ChatGPT or customer service chatbots, they use conversational user interfaces. Chatbots: Bots allow users to communicate with businesses.

Artificial Intelligence 52

Artificial Intelligence Software Software eCommerce 52

Zendesk

APRIL 22, 2021

Discord describes itself as “a communication service for everyone,” and now has more than 140 million monthly active users talking upwards of 4 hours a day on the platform. “Providing seamless support from within Discord helps brands better control the customer experience while keeping users in their preferred channel.”

Customer Experience 98

Customer Experience Communication Innovation Meetings 98

Zendesk

MAY 9, 2023

In today’s hyper-competitive environment, agility is critical to attracting and keeping customers. Shoppers know they have choices, and retailers who aim to keep their business from walking out the door need to put customers at the center. AI can help retailers deliver conversational and personalized service at scale.

Artificial Intelligence 52

Artificial Intelligence Retail Supply Chain Digital Transformation 52

Nutshell

APRIL 11, 2023

You need to draw in new leads and customers, but every second you spend manually performing routine tasks is a second you can’t spend on other projects. Using automation to improve the customer experience in particular is a great way to help your business. But what does customer experience automation look like?

Customer Experience 62

Customer Experience CRM Marketing Innovation 62

Zendesk

MAY 30, 2023

Intelligence panel: The “home” of agent productivity Hot off the keynote, Zendesk’s head of AI Cristina Fonseca continued the momentum in “Harness the possibilities of AI for service,” the first breakout session in the product lounge.

Retail 52

Retail Profitability Management Organization 52

Zendesk

FEBRUARY 3, 2023

Self-service Slack channels can be noisy, too, with employees getting “answers” that don’t really address their questions. Now, Answer Bot can segment its results based on user groups (IT, HR, People Ops, etc.), so employees get more specific and personalized answers.

Customer Success 52

Customer Success Management Organization Sales 52

Zendesk

MAY 4, 2021

One of the best ways to differentiate in the competitive ecommerce world is to offer a better digital customer experience. Better agent experience: Our integrations let customer service agents see all of the important details about a customer, including order history and preferences. In the U.S.

eCommerce 96

eCommerce Retail Facilitation e-Learning 96

Zendesk

OCTOBER 25, 2023

AI for employee experience means leveraging artificial intelligence technology to improve all aspects of the employee journey, including onboarding, performance, development, support from internal service teams, and access to information to perform daily tasks. Here’s how you can make the employee experience better by using AI.

Onboarding 52

Onboarding Artificial Intelligence Decision-making Logistics 52

Zendesk

AUGUST 19, 2021

You may have heard of “conversational marketing” as a more modern alternative to other lead generation and customer engagement techniques. To get the answers to those and other common questions about conversational marketing, we went straight to an expert. But what is conversational marketing, and what makes it different?

Marketing 98

Marketing Software Software Customer Experience 98

Zendesk

APRIL 2, 2021

That’s one reason why the Zendesk Customer Experience Trends Report 2021 segmented survey respondents by generation. We found that although both groups are similar in many ways, Millennials and Gen Zers have some different attitudes toward customer service experiences, brand loyalty, and support channels. Here’s how.

Artificial Intelligence 98

Artificial Intelligence Digitalization Customer Experience Decision-making 98

Zendesk

FEBRUARY 14, 2022

Clarke, who wrote the story that the 1968 movie was based on, went through several creative bot names before landing on HAL (Heuristically Programmed Algorithmic computer). Any one of these bot names had the potential to change the reader’s idea of the robot’s personality, and thus the story, dramatically.

Artificial Intelligence 98

Artificial Intelligence Internet Media Software 98

Zendesk

OCTOBER 4, 2023

Olivia is a customer service agent at a bustling, understaffed customer service department. To free up her time, bots quickly answer customer questions or acknowledge receipt of the query and when customers can expect a reply. That’s the power of intelligent automation.

Artificial Intelligence 52

Artificial Intelligence Decision-making Brainstorming Software 52

Zendesk

DECEMBER 4, 2020

So, when it comes to customer service, web self service is no longer a trend — it’s an expectation. But many times, the best way to serve your customer is to get out of the way. Give them direct access to the answers and help they need through web self service. What is web self service?

Artificial Intelligence 98

Artificial Intelligence Software Software Customer Experience 98

Hubspot Sales

MAY 23, 2019

And 90% of consumers rate an "immediate" response as important or very important when they have a customer service question. Speed is everything for today's buyers and customers. Web chat tools can be used at almost every stage of the customer lifecycle. It can be customized to fit your site's theme and language.

Software 126

Software Software CRM Media 126

Zendesk

APRIL 10, 2021

Self-service options aren’t just nice-to-haves for customers. They’re critical for creating the smooth, fast support experience today’s customers expect. The good news is that there’s technology that makes it easy to quickly stand-up some self-service options. For customers, the benefits of an FAQ page are obvious.

Digital Transformation 52

Digital Transformation Customer Experience Publishing Organization 52

Zendesk

NOVEMBER 28, 2022

This blended consumer experience will continue throughout the holiday season and into the new year, and it brings big opportunities for retailers to create excellent customer experiences across channels. When AI is implemented in retail customer service, shoppers can often get quick answers to simple questions like “Where is my order?”

Retail 98

Retail eCommerce Supply Chain Digitalization 98

Zendesk

DECEMBER 18, 2020

While a rich, modern messaging experience is a technical reality, it may feel out of reach for startups who are, say, establishing a customer support team for the first time. Already, 69 percent of customers use messaging to contact customer service , and the reality is, they will expect this even from startups.

Retail 98

Retail Media Software Software 98

Zendesk

OCTOBER 5, 2021

It looks like the trend is here to stay— 74 percent of customers who messaged with companies in 2020 plan to continue doing so. By using Business Messages, companies can improve their bottom line, build relationships with customers, and provide superior support to those using Google devices and platforms. Provide fast response times.

Customer Experience 96

Customer Experience Prioritization Communication Meetings 96

Zendesk

JULY 9, 2021

In the early 2000s, the thought of companies connecting with customers over instant messaging would have seemed ludicrous. According to the Zendesk Customer Experience Trends Report 2021 , messaging channels like WhatsApp and Facebook are becoming new consumer favorites. But in 2021? That’s the norm. The best communication apps.

Communication 98

Communication Small Business Software Software 98

Red Star Kim

SEPTEMBER 22, 2022

Client service and sales opportunities for professionals in the digital age” some key issues emerged: Telephone skills: Anxiety, voice, etiquette and the client experience. consistency with the agreed style and tone of voice) and the quality of the customer experience. Customer Service Phone Tips | SkillsYouNeed.

Emotional Intelligence 130

Emotional Intelligence Communication e-Learning Digitalization 130

Zendesk

SEPTEMBER 29, 2022

Supply chain woes, understaffed teams, and changing customer behaviors are combining to create the storm of the century. It starts with the mountain of information you have at your fingertips: who your customers are, their status with your company, common requests, and how they like to engage with your business based on their requests.

Retail 52

Retail Supply Chain Artificial Intelligence eCommerce 52

Zendesk

JANUARY 31, 2021

It also showed us that messaging was made for customer service. Customers are reaching out for help more than ever before, and messaging is their channel of choice. It’s clear why customers are turning to messaging in their time of need: It’s convenient, it’s fast, and it’s personal.

Digitalization 98

Digitalization Customer Experience Management Communication 98

Zendesk

JUNE 5, 2023

This includes offering conversational services across all channels such as web, mobile, and messaging–which is now HIPAA-enabled. In order to manage their customer conversations, they deployed Zendesk. In doing so, they were able to integrate with existing systems, save upwards of 700 hours of labor, and keep customer data secure.

Healthcare 91

Healthcare Organization Insurance Digitalization 91

Zendesk

SEPTEMBER 27, 2022

Among the airlines’ biggest customer frustrations? But when customers are offered an option for reliable and seamless interactions with agents, flying can be a bit less of a bumpy ride. Create better CX with omnichannel service. Ideally, you want to be able to consolidate the messages that go out to customers.

Transportation 52

Transportation Media Government Customer Experience 52

Zendesk

MAY 5, 2022

Internal service for employees is just like customer service. The same rules apply: Make yourself available, answer questions, solve problems, and monitor feedback. Providing internal service is important because how you treat your employees trickles down to your customer relationships and impacts the bottom line.

B2C 98

B2C Insurance Communication Leadership 98

Freshworks

FEBRUARY 18, 2021

Customer service automation technology is commonplace in every sector, from artificial intelligence (AI) engines used to front-end a customer interaction and problem diagnosis, to ‘chatbots’ and robotic process automation (RPA) of transactions. . Bots vs People’ – the balance for public services.

Artificial Intelligence 89

Artificial Intelligence Suppliers Digitalization Customer Experience 89