Chatbots for business: a new support standard

If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window. Chatbots for business are taking off as companies large and small recognize their multitude of benefits. They’ve been driving higher conversion rates, deflecting low-priority tickets, and saving on costs. The results have been so promising that Gartner predicts 85% of customer interactions will be powered by chatbots in 2020. While traditional support channels like phone and email are still great ways to get in touch with a human representative, messaging and chat apps are increasingly becoming the preferred method of communication. According to a study Nielsen conducted among Facebook Messenger users in 2016, 56 percent of the app’s users would rather message a business than make a phone call. With live chat slowly edging out other customer service channels, a solution for self-service through chat was only going to be a matter of time.                      Chatbots for business can be created for a specific purpose like targeting something that happens consistently on a company’s website. That might include fielding common customer questions, pointing visitors to FAQ pages, or informing them about shipping and tax policies. Perhaps the most

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Help Desk Introducing

Basic characteristics Help desk software automates customer services in diverse ways. It typically consists of at least three parts. These include Ticket Management, Automation Suite, and Reporting/Optimization. Help desk software has a point of contact for customers to send their queries and a ticketing system that tracks and organizes issues for faster resolution. It may also have a feature that aggregates and organizes queries and answers into a knowledge base, such as FAQs or guide articles. The software can have multiple points of contact, working dashboard, and analytics section. It may also have a feature that allows agents to escalate issues to a higher level.     Benefits The following benefits are typically associated with help desk software: Standard help desk software in use today handles complex databases of customer queries and profiles, call reports, resolution logs, and service level agreements. Businesses of all sizes resolve their customer and employee support issues quickly and consistently with the use of help desk software. Help desk software automates tasks such as: ticket categorization and prioritization, ticket routing, alerts and notifications, ticket status management, and so on. With the right help desk solution, workload is cut down as many tasks such as issue

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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 or head to the forum. This would be pretty frustrating though, since you’d already tried those routes. The best scenario would be if the advocate already knew what you’d tried—and could meet you exactly where you are in the support experience. Introducing the Pathfinder app. The app was created as part of the Zendevian Cup, our annual company-wide hackathon. A few Zendesk employees, saw a need for an app that helps businesses know when customers have visited a help center article or community forum before and after they submit a ticket. They built the app to give advocates more context and

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Trivago’s Support Experiences

At trivago, more than 950 employees are focused on driving innovation across both the company’s hotel metasearch and marketing solutions by challenging the industry’s status-quo. Since 2005, trivago has been one of the fastest growing internet companies within the travel technology sector. Today, it’s the world’s largest hotel metasearch company. Every month, over 120 million travelers use trivago to find their ideal hotel for the lowest possible rate by comparing prices from more than a million hotels. To provide travelers with the level of detail they need when searching for hotels online, trivago realized they needed to build close relationships with hoteliers. For that reason, they set up a dedicated Hotel Relations team. Today, Hotelier Care, a sizeable group of customer service professionals, works at delivering a ‘wow’ customer experience. When it comes to reporting the top line, Support gives a clear and instant overview. “Support’s analytics really stand out,” Savvidis said. “The visualization of our Hotelier Care team’s progress is an excellent motivational tool.” For Savvidis, Support, provides an easy to use, yet formal and transparent system. It’s intuitive and “our people now take personal pride in their work. But what we really enjoy is the new multi-branding functionality which helps

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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 organizations based on similar operational and management traits and found that support teams fall into four main types that can serve as an alternative to more superficial industry benchmarking. 1. Relationship Builders. These small teams excel in relationship management and provide a personal customer experience that customers love. The culture could be seen as an extension of their marketing. 2. Masters of Complexity. Driven by detailed support requests, these companies have dynamic management structures and sophisticated customer service operations. 3. Late Bloomers. With an unbalanced approach to support management, these companies have yet to realize their full potential. They might be too focused on

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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 and costs. Plus, your freed-up agents can devote more time to strategy and longer-term projects. Best of all? Good FAQ page design is part of your toolbox for cultivating meaningful connections with your customers. Consider these points as you consider FAQ page design. Identify the Goals Before you and your team go anywhere near the drawing board on an FAQ page, answer this crucial question: Why does your organization need one in the first place? If your website is confusing your customers and they simply can’t find critical information, then an FAQ page is just a Band-Aid, says Christopher Calabrese, senior

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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 support is timing. Whereas phone support is typically reactive (a customer initiates the conversation) online chat can be deployed as a proactive support channel. As such it may be the difference between a customer browsing your site and then leaving without buying anything or finalizing a decision and checking out with a purchase. With live chat, agents can gently nudge customers toward a purchase, and/or answer a question that’s keeping them from clicking “Buy”—something agents simply can’t do over the phone. Another key difference between live chat and phone support? Recording and reviewing customer conversations. Conversations stored by text are much

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