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Category: Zendesk Updates EN

5 tips for designing a knowledge base

These days customers are getting more independent in solving problems on their own. In fact,  90% of consumers expect a self-service customer support portal from a brand or organisation. Offering a standard knowledge base portal isn’t enough though. The design of your knowledge base affects your customers’ experience with the brand. A messy design can easily make a bad impression. While designing your knowledge base, it’s important to keep simplicity and discoverability in mind. Here are five tips for creating a simple, intuitive and accessible knowledge base. 1. Keep content categories crips and clean The first thing about a...

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What you should know about omnichannel customer service

New or smaller businesses often face a puzzle when thinking about channel selection. The number of communication channels available can feel overwhelming. The most obvious choice might be to choose one, maybe two, channels and handle all customer contacts through them. Unfortunately nowadays it’s not longer enough. Customers require businesses to provide a seamless experience as they move between channels and interact with your brand in-store, on your website, mobile app or with your call center. Customers expect a seamless and consistent approach across all those channels. They are becoming more comfortable interacting with companies across a growing number of...

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5 Business goals that benefit from live chat

  Offering customers live chat will often require some balancing. Different stakeholders will have different views as to where it offers the best value. Support might want to keep it focused on the customer experience, while sales might see it as a tool for increasing conversions. Ultimately it’s up to the support manager to determine how live chat would be best used to support the company’s goals. This capability for instantaneous communication can have a fast and significant effect on your business goals. This is why it’s crucial that your live chat goals align with your business objectives. Here...

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Becoming customer service leader

Nowadays customer service softwares, like Zendesk, collect more and more data on customers and also customer service agents. But what you should do all of this data? You can’t just to quantify and measure your efforts – you must do something worthwhile with the data and always be thinking about how to make the most out of your data. Zendesk recently organized “Raising the Bar” webinar where Cyrus Dorosti, Support Director at Optimizely, had a great quote: “It’s not about which metric you use, but how you use it.” This is especially true in customer service. There are lots...

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Why Zendesk?

If you have customers, you need Zendesk. Over 300 million people around the world receive support from Zendesk-powered customer service departments and help desks. Even though average industry ratings for customer service are low,  Zendesk customers experience positive ratings for over 86% of their interactions. This is the Zendesk difference. Zendesk is not just another help desk tool. It is the easiest and fastest way for creating great customer service. This unique way of customer service comes down to three things, product, people and practice. Simply put, Zendesk offers  industry-leading products, great people and the best practices for improving...

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How artificial intelligence will improve your ticketing system

There is a lot of talk about how artificial intelligence is going to come and change customer service, but how exactly will it help you to handle more tickets in less time, and make your ticketing system more productive.  Effective AI ticketing system translates routine tasks into efficient communication. Customer service agents will commonly receive insignificant customer inquiries such as cancellations. Agents get bogged down by low-level routine tasks, so they could benefit from an AI-powered ticketing system that can quickly point customers towards the answer they’re looking for. For example, as the ticket comes in, the ticketing system...

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Top 3 Zendesk features

What is Zendesk? Zendesk is a customer service platform. It’s designed for companies who want to create good customer relationships. With Zendesk, customer relationships are more meaningful, personal and productive. Everything starts by providing great support to customers, after this comes self-service and proactive engagement. Something is beautifully simple when design and function work together to solve a problem. With Zendesk, this means taking design elements that people have grown to expect from consumers software and incorporating them into an easy-to-use platform. This makes the tough work of customerservice simpler and easier. One of the best features of Zendesk...

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4 benefits of using cloud-based help desk software

Zendesk offers a cloud-based help desk solution. What does that mean and what benefits it offers to your business. In this article, we will go through what are the 4 major benefits of using a cloud-based software. Flexibility and scalability Cloud-based help desk services, like Zendesk, are ideal for businesses with growing demands. The cloud offers businesses more flexibility versus hosting on a local server. For example if your needs increase it’s very easy to scale up your cloud capacity, there’s no need to invest in server capacity and software licenses. Likewise, if you need to scale down again,...

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How to structure your customer support organization

What does a successful customer support team look and feel like? How can we manage delivering the best customer service while experiencing rapid growth the changes that come with it? What are the skills managers and agents need to better understand and support the agent experience? In this guide, we provide tools and frameworks to structure your support team based on what leaders have learned from their experience here at Zendesk. We practice these strategies as our own customer support team changes to keep up with the pace of the company’s growth. Identify the roles, teams, and tiers A...

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