Measuring customer experience with Zendesk Explore

How to track and leverage customer data to improve CX. Knowledge is power, especially in the world of customer service. According to the 2020 CX Trends Report, companies that leverage the most data have 36% faster resolutions, 79% reduction in customer wait time, and four times as many solved customer requests. But to reap those benefits, you need a powerful business intelligence tool. Zendesk Explore allows you to identify important trends, find ways to improve your team’s interactions with customers, and gauge customer satisfaction with your brand. Companies that use Explore handle 3.4 times as many tickets as those that don’t use...

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Building the best customer experiences with Facebook and Zendesk

Facebook selects Zendesk as its core CX partner to provide enhanced customer conversations across its messaging channels directly within Zendesk At Zendesk, we’re big believers in the power of messaging to keep people together. While the momentum behind messaging has been building up for a decade, we’ve seen the use of messaging apps grow exponentially during the past year. The pandemic, which has changed the way we live, has also changed how we communicate, connect, and work. With platforms like Facebook — WhatsApp, Messenger and Instagram Direct — seeing increased usage across all their properties in the first half...

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3 hidden costs of Freshdesk: Why low license fees can be deceptive?

When choosing a customer service solution, there are many factors to consider, and let’s face it — cost is high among them. Freshdesk says you’re saving money on their low license costs, which is a part of the total cost of ownership, but there are big trade offs to know about. Here are the top three things you should consider. 1. Freshdesk’s spotty reliability can tarnish your brand Your customers and your support teams depend on your software to work for them. So when it’s not reliable, it can cost you time and money. Dropped chats and calls lead...

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4 ways Zendesk can make your life easier ASAP

Keeping up with customer expectations is vital to your business — and that means your support operations need to be nimble. Does your support software allow your team to easily add new channels? Or enable your agents to easily switch between channels keeping customer context? If not, it might be time to consider a switch. Here are four ways Zendesk can help you deliver great customer service (and make your life easier). 1. Zendesk is easy to set up and customize Zendesk can be set up quickly. It takes days — not months — to get up and running....

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8 Questions CX leaders must answer before creating a customer experience map

This planning guide will help you create a CX map that gives your team the insights they need to deliver excellent customer experiences. Today’s customer experience (CX) leaders too often rush into the customer experience map-making process before answering some fundamental questions. The result: massive misperceptions that lead to poor communication and misguided assumptions about your customers’ experiences. We’re not talking about a harmless misunderstanding: an Acquia study reports that 90% of customers say most brands fail to meet their expectations when it comes to delivering good customer experience. Meanwhile, 82% of marketers believe they’re hitting the mark. Anyone who seeks...

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What is a help desk? Why is a help desk important?

What is a help desk? Why is a help desk important? What is the best help desk software? Your help desk questions, answered. Whether you’re an employee struggling to connect to the company VPN or a customer troubleshooting a product bug, there’s nothing more frustrating than not being able to get help from a business when you need it. In a time-challenged world, both customers and employees expect seamless support experiences that make them feel valued. A help desk is an often-overlooked cornerstone of a great customer service experience, internal or external. But success requires more than simply having a help...

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