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...
Continue readingHow to make your help center stand out
It is well known that investing in self-service can help improve a company’s customer experience. According to Zendesk, tickets with links to knowledge articles have a 23% lower resolution time, 20% fewer reopens, and an average CSAT rating of 2%. Here are some shared tips to ensure your knowledge base content meets the need of your customer Start with the top five articles in your help center According to Zendesk, the top five articles of your help center account for about 40% of all daily views. To create an effective help center, you should start with answering the most...
Continue readingMeasure 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...
Continue reading3 ways to improve your self-service
Self-service is a recent trend in the customer service nation. A majority of customers would rather figure things out on their own than reach out to a customer service representative. Because of this, companies are expanding their online self-service capabilities, in order to deliver the support experience that customers demand. Better availability of online self-service allows agent’s to use their time more efficiently, as they can spend more time where it’s truly needed. Online service can be described as a win-win situation. Customers experience less friction, and companies curb costs by deflecting agent-assisted interactions. Here are three ways you...
Continue readingHow customers benefit from Zendesk Guide
Up to 73% of consumers say that they want the ability to solve issues on their own, which is why companies do their best to provide a customer experience that is tailored to self-service. Even so, there are surprisingly many businesses who admit that implementing self-service isn’t a top priority, or it’s something they just can’t get around to do. Companies who use Zendesk Guide for their self-service needs have reported benefits such as reduced operational cost, improved agent productivity, and increased customer satisfaction. For a better look into the benefits of self-service, here are three customer stories that...
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