The Zendesk Benchmark: how established companies win with digital transformation

When customers speak with companies, they want to do so with the same digital channels they use to communicate with friends and family. And they expect the experience to be effortless. This expectation is just one aspect of the digital disruption that is upending how legacy enterprise companies do business. The stakes for these companies have never been higher, particularly when many emerging players have already mastered the quickly evolving digital landscape. With data from the Zendesk Benchmark, our crowdsourced index of customer service interactions from more than 45,000 companies using Zendesk across the globe, we identified what separates...

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The Zendesk Benchmark: how fast-growing digital natives can innovate and scale

Enterprise companies that have already adopted digital technology face a unique set of opportunities and challenges. Often born digital, they tend to be comfortable viewing their support software as a platform that can be extended using apps, APIs, and integrations. Which is an advantage, considering the extremely high ticket volumes they handle, and their customers’ expectations of an effortless support experience. With data from the Zendesk Benchmark, our crowdsourced index of customer service interactions from more than 45,000 companies using Zendesk across the globe, we identified what separates customer experience leaders from the rest to pinpoint recommendations for large...

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Introducing Answer Bot

Customer should have the chance to choose the easiest path to whatever their goal is. Usually this means solving their problem quickly and on their own. According to Zendesk, 76 percent of customers prefer to find an answer to their question alone, as opposed to speaking with a customer support agent. One way for this, is through AI chatbots. One such tool is the the Zendesk Guide Answer Bot! It’s a great tool for customers to find an answer to their question even faster. Answer Bot uses machine learning to respond to questions with content from your knowledge base. Answer...

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Communicate more effective with Google G Suite

Google G suite offers companies a very powerful cloud-based business tools. Nowadays it doesn’t matter anymore whether you are at work, at home or on the other side of the globe, because with G Suite you can always do your work and communicate with your coworkers regardless of your current location or device. Also with these tools your companies can improve their working and make it more profitable and easier. In this article we are going to tell you few tips about how to use all these great tools to make your communication with your colleagues, customers and others...

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Better communication with Google Hangouts Chat

Hangouts Chat is Google G Suite’s new business-focused chat tool. Much like classic Google Talk text chat and Hangouts video calls, the new Hangouts Chat is an easy way to discuss with others. Teams can communicate in group chat and one-to-one messages. By being directly integrated into all the Google services businesses are already using, like Drive and and Google Calendar, Hangouts Chat can streamline tasks like file sharing and scheduling meetings. It also supports integrations with third-party apps and bots. Hangouts Chat is included with every paid G Suite account, so if your company’s using Gmail for your...

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How to support your robot coworker

When does artificial intelligence stop being more of a tool and become more like a coworker? Machines can already drive, hold conversations and even give witty answers, like Apple’s Siri for example. A majority of mature organisations have invested, or plan to invest in artificial intelligence in the near future, so it’s a matter of time before robots become our work buddies. AI will help make workflows more reliable, giving people more time to focus on human-centric tasks, and put the organization on the forefront of innovation. In order to learn to work alongside robot co-workers, both sides are...

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Ways how Google G Suite make your business more efficient

Today’s workplace is much different than it was 30 years ago. Nowadays, business is conducted in the cloud. Google G suite offers you one good option when you think about taking your business to the cloud. G Suite is much more than just email. It also includes a variety of apps and features that can come in quite handy. It has allowed small and large businesses all over the world to dramatically increase efficiency and boost their bottom line. G Suite includes tools for communication, easy-to-use apps for content creation and collaboration,cloud storage and sharing capabilities, and the ability...

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Why chatbots won’t fully replace humans

These days AI is changing the customer experience in many ways. AI-powered chatbots and virtual assistants can answer questions that could only be answered by a human in the past. Personalized customer experience can now be offered without adding more people and processes. This type of technology will play a huge role in customer interactions in the upcoming years, but this doesn’t mean that the human aspect will be eliminated. Humans will still be involved in up to half of customer interactions, but their role will lean heavily on utilising technology. Here is how customer support agents and intelligent...

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Introducing Gmail’s new features

Google’s web-based email, Gmail, has more than 1.4 billion active users. Last April Google rolled out its biggest changes to Gmail since 2011. There are several features in this big Gmail update that everyone is likely to appreciate. Especially for people who get a lot of emails every day and use email in their work, this update is really needed. With this rollout, Google is aiming to make Gmail smarter, safer and easier to use. In this article we are going to introduce you some of these new useful features. Smarter Gmail is getting a lot more smarter. New AI-powered features in Gmail,...

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Golden Rules of Customer Service

Smile. Use the customer’s name. Customer is always right. Always say thank you. These are well-known and important rules for good customer service. Good customer service is one key to success in business. That’s because good customer service is rarer than you think. In this article we are going to introduce some golden rules of great customer service. You can take benefit for these rules when you are developing your customer service even better and greater. Every interaction matters. You should always have time to your customers concerns, complaints and feedback. Every contact with your clients is important. You...

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