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

NOVEMBER 27, 2023

The vast majority of customer service isn’t critical, but that’s not the case for nonprofits working at the forefront of some of the most pressing challenges facing our planet and society today. The Signpost Project is an innovative digital platform aimed at helping crisis-affected communities around the world.

Information Technology 52

Information Technology Decision-making Innovation Digitalization 52

Zendesk

AUGUST 3, 2022

But with more people doing their business and their banking online than ever before, it is challenging for fintechs to differentiate their offerings from traditional financial service providers who have online offerings as well. Needless to say, customer expectations are sky-high, but not all companies are keeping pace.

Financial Services 98

Financial Services Banking Customer Experience Customer Success 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

Zendesk

MARCH 1, 2024

ICR optimizes call handling and improves customer experiences by using data points and algorithms to connect callers with the most qualified agents. Most customers are all too familiar with the frustration of calling traditional service lines.

Telecommunications 52

Telecommunications Prioritization Customer Experience Software 52

Zendesk

DECEMBER 3, 2021

A contact page provides guidance for existing customers and offers an overview of your brand for new visitors. They might be missing a phone number or links to social channels, or they may be totally outdated or tricky to navigate—all of which makes for a bad customer experience. But contact pages aren’t always crafted with care.

eCommerce 98

eCommerce Banking Decision-making Customer Experience 98

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service.

Artificial Intelligence 98

Artificial Intelligence Digitalization Communication Media 98

Zendesk

JANUARY 21, 2021

Customers want resolutions, and they want them yesterday. Your support teams are generally swamped with a variety of tasks ranging from simple service requests to major incidents that require immediate attention. That’s why KCS , knowledge-centered service, is a widely adopted approach to steer service processes in the right direction.

Artificial Intelligence 98

Artificial Intelligence Banking Facilitation Onboarding 98

Zendesk

APRIL 6, 2021

Instead of asking customer service reps to put out every fire, empower customers to find their own solutions whenever possible. When your company masters customer self-service, you make it easy for consumers to solve their own issues without having to send an email or make a call. Automated call center.

Internet 52

Internet Retail Innovation Digitalization 52

Help Scout

AUGUST 3, 2021

No matter how well-designed or intuitive your product is, customers will have questions about how to use it. For those common questions with standard answers, it makes sense to have a resource customers can access on their own time without needing to contact support. Key features of Help Scout’s FAQ software. .

Small Business 96

Small Business Software Software Co-Creation 96

Zendesk

NOVEMBER 29, 2022

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Assign the intelligent Virtual Assistant to converse with your customers for common and repetitive requests, and free up agents for more critical, high-value requests.

e-Learning 98

e-Learning Finance Banking Construction 98

Zendesk

MAY 24, 2023

Company leaders and consumers now understand more about the benefits of AI in customer service and how it can make our lives easier. How can AI help customer service? Read on to learn how your business can make the most of AI in customer service.

Customer Experience 88

Customer Experience Decision-making Onboarding Software 88

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. Knowledge base.

Artificial Intelligence 98

Artificial Intelligence Software Software Customer Experience 98

SuperOffice

APRIL 19, 2021

Did you know that 54% of consumers say there’s a need for improvement in customer service ? The secret to delivering a great customer experience is shifting your focus from simply serving your customers, to engaging with them in a seamless way. Because this is what customers actually want from brands.

Artificial Intelligence 110

Artificial Intelligence Customer Experience Communication Digitalization 110

Apptivo

MAY 4, 2022

All About Contact center. What is contact center? What are the types of contact centers? What are the benefits of a contact center? How do contact centers work? Technologies used by contact centers. Future of contact centers. What is Contact center? What are the types of contact centers?

Artificial Intelligence 52

Artificial Intelligence Telecommunications Media CRM 52

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.

Digital Transformation 52

Digital Transformation Customer Experience Publishing Organization 52

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Small Business 127

Small Business Energy and Utilities Decision-making Leadership 127

Zendesk

JUNE 17, 2021

What customers want and what they get might not always align, but the stakes are getting higher for any business that falls short. 80 percent of customers say they’d switch to a competitor after more than one bad experience. Customer expectations have shifted considerably over the past year. What are customer expectations?

Customer Experience 94

Customer Experience Prioritization Media Digitalization 94

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals.

B2C 52

B2C Customer Experience B2B Software 52

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

FEBRUARY 8, 2023

We are delighted and honored to learn that we’re ranked #1 across three categories in G2’s 2023 Best Software Awards : #1 Best Software Product #1 Best Customer Service Product #1 Product for Mid-Market Pop the champagne! At Zendesk, we love to celebrate successes, but we know that we succeed only when our customers succeed.

Artificial Intelligence 52

Artificial Intelligence Acquisition Software Software 52

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

Zendesk

APRIL 6, 2021

You might envision a call center as a warehouse jammed with tiny desks where tired agents switch endlessly from one call to the next. While you wouldn’t be wrong in some cases—the stereotypical call center still exists for several legacy organizations—that reality is thankfully more of a rarity today. What is a call center?

Software 52

Software Software Communication Customer Experience 52

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

NOVEMBER 16, 2022

Provide personalized service without spending more. This can be a particular challenge for companies historically viewed as a cost center, such as customer service. And when you offer customers omnichannel, conversational service, your CX agents can provide a personalized response—fast. Founded in the U.K.

Innovation 52

Innovation Digitalization Retail Customer Experience 52

Zendesk

MARCH 25, 2021

Due to COVID-19, there’s a growing number of remote call center jobs available online. According to Fortune, more and more high-volume call centers (or contact centers) are moving to remote work and staying that way , which means greater opportunity for work-from-home call center representatives.

Remote Working 92

Remote Working Software Software Communication 92

Zendesk

FEBRUARY 16, 2021

Flexible and personalized digital customer experiences became more important than ever before. According to Zendesk’s Customer Experience (CX) Trends Report 2021 , 65 percent of customers want to buy from companies that offer quick and easy online transactions. Jump to: Financial Services. Financial Services.

Supply Chain 76

Supply Chain Financial Services Healthcare Manufacturing 76

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

AUGUST 4, 2021

Because cloud computing is the norm in our distributed, digital-first world, and startups need digital-first support strategies to help them grow by gaining and retaining customers. Scaling your startup with customer service. “In The golden rule of customer service? How to deliver excellent customer service.

Software 98

Software Software Decision-making Investors 98

Zendesk

FEBRUARY 21, 2024

Evolving technology means customers are no longer limited to shopping locally. No longer are they just selling products or services—they’re building relationships and selling a great customer experience. No longer are they just selling products or services—they’re building relationships and selling a great customer experience.

Sales 52

Sales Computers and Electronics Decision-making Software 52

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. These are their stories — along with some tips to help you avoid ending up on this list next time we update it! Get responsible: Center the customer’s perspective.

Decision-making 136

Decision-making Banking Media Customer Experience 136

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 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. However, her capacity often fluctuates based on the complexity of the tasks.

Artificial Intelligence 52

Artificial Intelligence Decision-making Brainstorming Software 52

Zendesk

DECEMBER 21, 2021

When spending is up and inventory is down, it puts extra pressure on busy customer service teams at a time when ticket volume is already high. Here are five ways to help your team through the busiest season of the year. If things get dicey, you can put a halt to promotions for sold-out items to help reduce customer frustration.

Supply Chain 98

Supply Chain Retail eCommerce Customer Experience 98

Zendesk

MARCH 30, 2021

Here are the newest integrations from Zendesk to help your team provide great experiences. Mavenoid (Support) combines self-service and live support in one, so companies can effortlessly support their customers in every step. Mavenoid’s self-service solves repetitive requests before they reach your human support team.

Future of Work 98

Future of Work Business Planning Software Software 98

Freshworks

JANUARY 25, 2021

A great customer experience is in the eye of the beholder and if last year taught us anything it is that customers will carry on using well designed digital channels for the simplicity and speed of service they provide. So, how do you create a great customer experience in 2021 that is both empathetic and simple?

Customer Experience 98

Customer Experience Digital Transformation Digitalization Publishing 98

Red Star Kim

MAY 2, 2023

Following my past research (some of which was published in my 2020 book Essential soft skills for lawyers (kimtasso.com) ) I keep an eye out for the latest information relating to the soft skills (particularly leadership skills) most in demand and how these relate to the professional services sector. And why are they so important?

Emotional Intelligence 130

Emotional Intelligence Leadership Decision-making Publishing 130