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4 things to know before choosing a help desk software

It can be tricky to determine what is the best software to serve your customers. Software Advice surveyed IT professionals to understand what people value in help desk software. They reported that Zendesk was a clear market leader in Help desk technologies. The market share is currently 68.7 percent. Customers reported that Zendesk’s great interface, extensive automation, live chat support and self-service channel-building tools make it a great customer service platform with all the right pieces. Despite this, you know what is best for your company. While Zendesk is a very recommended solution, there are a lot of options...

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Why you should be interested about customer experience management

Everything has changed in the business environment during of the last 25 years. Competition has got much more intensive. Customers are no longer passive recipients in corporate communications, but they are active participants in business and social communal counterweight. The focus of marketing communication is changed from mass marketing to real-time and targeted communication. CEM stands for Customer Experience Management. It is important to notice that CEM is whole different thing than CRM (customer relationship management). Where CRM focus describes and model client processes, tries CEM understand the importance of encounters to the customer. CEM is about knowing your...

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What is CRM software?

Customer Relationship Management (CRM) software allows companies to stay close to their customers by managing the relationship in all aspects. This includes the entire customer lifecycle: first contact, ongoing inquiries, lead nurturing, conversion, renewal and long-term interaction. CRM is not only about closing sales and chasing leads, it goes far beyond that. Zendesk is very smooth to integrate with CRM software packages. Ideally, organizations have total management of their sales and marketing tools in one place, integrated with their help desk. This results in better customer service, and better customer relationships. Not just a database Especially small businesses think...

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Providing 24/7 customer support

Nowadays customers are becoming more and more demanding. Making business is also becoming increasingly international. It is not unusual that even a small company has customers all around the world. For example due to these factors it isn’t anymore enough to provide great customer service and support within business hours. What truly matters these days is your ability to offer 24/7 service and support to your customers. 24/7 support means a support service that is provided 24 hours a day and 7 days a week all year round. Businesses should ensure that they don’t allow geographical boundaries or time...

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Measure success with the right self-service analytics

It is known that self-service helps in scaling support operations, and that self-service portals keep customers happy. You might have already launched your own self-service platform and incorporated workflows to keep it useful and dynamic. You also might already see some positive impact on your organization, especially your support team. However, it is important to try understand where you are headed. One of the best ways for this, is to know where you have been. If you are in the early stages of launching your knowledge management platform and you are not sure how self-service is affecting your customer...

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How SEO can benefit your customer service

SEO, Search engine optimization,  isn’t it something your marketing department is always interested in? For long time that have been the case. New growing trend is to break walls between different departments. It has been noticed that collaboration between many kinds of teams is often very beneficial. Customer support team have a lot to give other teams and also the other way around. Example, customer support team can learn on marketing department how to advantage SEO better on customer servicing. People tend to prefer searching for solutions to their problems on Google or a company’s website first, before contacting...

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Building a support operations team

During company growth and rapid change, it is important to keep delivering exceptional customer service. The key for doing this is very often providing operational support to your customer support team. Your agents might be great at customer service, but this doesn’t mean they can do everything. They will eventually need support, especially if your company is growing. When the time is right, you bring in support operations: a team of experts whose job is to provide agents with the tools they need to do their job. Determining the exact time to do this can be difficult. How can...

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Zendesk success stories

Zendesk has numerous success stories, but now we are going to look at two of these stories more closely. This article introduces South-Korean video game company called Nexon and Thailand based hotel group Minor Hotels. We take a look at what problems they have had before and how both of this companies have benefited on Zendesk.   Nexon is a South Korean video game company, formed in 1994, that specializes in online games for PC and mobile. Company offers more than 100 titles in over 190 countries, mostly free-to-play PC games. Nexon have a customer support team in California,...

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Get more conversions with chat

According to Zendesk, adding live chat can increase website conversion rates by 29 percent. In addition, it’s possible to further optimize chat channels and increase conversions with chat conversion tracking. Conversion tracking allows you to see how many of your conversions were affected by chat and even which agent was involved. Chat analytics allows you to meet your customer needs more effectively and increase sales. Here are four things that are improved by conversion tracking. Defining and tracking goals Zendesk Chat allows for chat conversion tracking, which helps you track chats that influenced a customer and helped them complete...

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