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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Why live chat benefits everyone

These days customers want to find answers online, until they feel the need to talk to a human. They expect an answer that is not just right, but lighting-fast. This is where live chat comes into play. It is a very useful tool meeting the needs of a demanding and connected customer. Chat is the best, because it is personal and digital at the same time. This means real-time human interaction on a computer or a mobile device. No need to speak on the phone out loud about your problems and no long hold periods. It’s easy to see...

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Zendesk pricing

Zendesk offers different pricing plans for its various modules. Plans are month-to-month or annual. Annually billed options are always little bit cheaper than monthly billed. With five different Zendesk Support plans and plenty of add-ons available, it’s easy to get what you need from Zendesk for a price you can afford. Pricing plans are so customizable that virtually any company can find one that fits their needs and budget. You just need to figure out which perks and modules you really need and which ones aren’t essential for your business. You also can start, stop or make changes to...

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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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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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Introducing Zendesk message

With consumer messaging apps on the rise, businesses have begun to connect with customers on crowing number of channels. According to many studies, customer support requests through mobile messaging apps will exceed requests for customer support through traditional social media. In addition, those aged 13 to 24 spend much more time in messaging apps rather than email, according to a recent App Annie report. 6 of the 10 most globally used apps are messaging apps. Businesses need to be able to respond to this development. That’s where Zendesk Message comes in. Zendesk message is a messaging product that helps...

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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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