Seven Reasons Why Your Business Needs a Mobile App

A lot of business people wonder if they really need a mobile app for their business. This question is running in their brain everyday. This is because the usage of mobile app by consumers is growing very fast. We found an article written by Melanie Haselmayr, transparenthq founder. Melanie is an analyst specialized in technology trend in business. The key point is own mobile app is not the issue of the size of business anymore. You are not necessary to have the same size as Walmart or Bank of America that need mobile app.  Below is what Melanie explained clearly. If you...

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Five Reasons Your Business Needs a Mobile App

Recently we found an article of Silvio Porcellana is the CEO and Founder of mob.is.it, which is very interested. This really answer the questions of many business people if we really need our own mobile apps. The statement is starting from why we do need mobile app. Below is what Silvio addressed: If you were under the impression that mobile applications are exclusively for the household-name brands with a seemingly endless supply of marketing budget, check your calendar as you may still be living in 2010. In the last 6 years, the mobile app industry has seen some tremendous growth,...

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5 best practices for designing a knowledge base

As of late, customers are expressing their strong, independent selves by helping themselves and solving problems on their own. In fact, 90% of consumers expect a brand or organization to offer a self-service customer support portal for just this reason. However, simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. If your knowledge base design is lackluster, it could make for a poor impression. When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read...

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See the customer journey more clearly: Introducing the Pathfinder app

Imagine you’re a customer in need of help. Perhaps, you wanted to learn more about Zendesk’s Insights feature (as one example). Your first step might be to search our Help Center and check out one of our articles about Insights. But, that might not be the information you’re looking for. A second step then, might be to also check a forum about the Insights dashboard on the Zendesk Community. However, the forum doesn’t cover your issue. Finally, you reach out to a Zendesk support advocate for help. In some support situations, the advocate might suggest that you read Help Center articles...

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What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? How you behave means more than what you say or what you look like. Turns out, this applies not just to people, but to sales, marketing, social media, and especially customer service management. In our latest Zendesk Benchmark report (released today), we decided to explore this idea by taking the time to look beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate classification for benchmarking customer service performance. The four types of customer service organizations Using a cluster analysis process, we grouped customer service...

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FAQ-page design: Be savvy about self-service

FAQ-page design: Be savvy about self-service Wonderful conversation makes the world go ‘round, and we’ve heard your support agents are pretty wonderful to talk to. But self-service is gaining steam—in fact, one Zendesk survey found that 67 percent of respondents actually prefer it, and 91 percent would use a knowledge center if it met their needs. At the heart of a sterling self-service offering? A killer FAQ page. Customers who’d rather help themselves will greet a well-designed FAQ page as a useful tool—and a welcome relief. With fewer tickets for agents to address, it’s aso a boon for efficiency...

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Deliver a seamless online customer experience

You’re a busy support leader with a team to manage and KPIs to meet. Up and to the right is a series that focuses on simple, actionable tips you can use right now to meet your goals. We’ve all experienced that frustrating moment when you’re online and in dire need of help but there isn’t an easy way to get in contact with the company. It might be a “Contact Us” page buried in the page footer, a lengthy form requiring information that the company should already know, or simply an email address with no indication of when you’ll...

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How AI is shaping the latest customer support trends

What does the near future have in store for us? It looks full of self-driving cars, built-in curators for Netflix queues, and homes that know your temperature preferences better than you do. Artificial intelligence is likely to touch on every aspect of our lives, and there’s no telling what crazy innovations we’ll be seeing in the next decade. It’s difficult to be completely certain when it comes to artificial intelligence, but it’s a pretty safe bet that it will change the customer experience as we know it (and likely sooner than later). It’s telling that business leaders are placing...

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Live chat vs. phone support

  It goes without saying that today’s customer service tools are not one-size-fits-all. Different communication channels—social, phone, email, chat–offer different benefits to the company and to the customer. When it comes to offering highly personalized, on-demand customer service, live chat and the phone are the most obvious options. Both allow for a close agent-customer connection and both let customers explain a problem or ask a question and receive an immediate response. There are a few key differences between these channels, however, that can impact your team, your customers, and your business. One notable difference between live chat vs. phone...

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Register for the Upcoming Customer Experience Forum

​ ​        ​ Register for the Upcoming Customer Experience Forum Consumers are becoming more comfortable interacting with companies across a growing number of channels, and as a result, they’re demanding a seamless and consistent approach across all those channels when it comes to customer service. Join DMIT and Zendesk on the 16th of February and learn about how companies around the globe are implementing Multi-Channel Customer Service. Hear best practices and real life case studies from here and across the globe. There will be food, drinks, and networking with other customer experience leaders, as well as members...

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