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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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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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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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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What is a chatbot?

An AI chatbot is a computer program than can have a conversation with a human by text or audibly. An effective chatbot can simulate how a person would behave during a conversation. They are best used in simple practical purposes like customer service and information request. One such chatbot is the Zendesk Guide Answer Bot. The Zendesk Guide Answer Bot is designed to give agents a helping hand to reduce their work and allow them to focus on more complicated work, which requires a human touch. The Answer Bot can, for example, resolve tickets by suggesting relevant articles to...

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Why your Help Desk should move to the cloud

Cloud-based softwares, also called Software as a Service (SaaS), aren’t any particular application but instead a general approach to accessing IT infrastructure and software. Cloud softwares have changed the way you can use your help desk. You can think it sort of like what is difference between a regular car and an electric model. Both can get you from point A to point B in the same way, even though they have significant differences under the hood. The biggest difference between on-premises and cloud-based help desk software is that in on-premises based help desk all the data is stored...

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Abilities and limitations of Chatbots

These days, chatbots are automating customer service around the world. Bots are on the customer service front lines more often than before. These bots vary from simple scripted bots answering FAQs to AI-backed bots programmed to make product recommendations. Even so, the humans engineering these bots and writing their scripts are the ones who hold the keys to customer service. Here are three things to help understand bot abilities and their limitations. Humanlike AI is a world away When AI first came out in the mid 1950s, the computer science community had high hopes for its evolution. AI was initially...

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5 mandatory features of the effective ticketing system

There are many different ticketing systems available to choose from. Not all of these ticketing systems are equally good, but others have better features than others. There are a handful of features to look for when choosing the right solution for your business. In this article we are introducing 5 mandatory features that every great ticketing systems should have. 1 . Everything at a glance According Forrester study 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, out of date user interfaces, and multiple applications. The main screen of a ticketing system is...

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