Category: Zendesk Stories

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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Chatbots for business: a new support standard

If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window. Chatbots for business are taking off as companies large and small recognize their multitude of benefits. They’ve been driving higher conversion rates, deflecting low-priority tickets, and saving on costs. The results have been so promising that Gartner predicts 85% of customer interactions will be powered by chatbots in 2020. While traditional support channels like phone and email are still great ways to get in touch with a human representative, messaging and chat apps are increasingly becoming the preferred method of communication. According to a study...

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Help Desk Introducing

Basic characteristics Help desk software automates customer services in diverse ways. It typically consists of at least three parts. These include Ticket Management, Automation Suite, and Reporting/Optimization. Help desk software has a point of contact for customers to send their queries and a ticketing system that tracks and organizes issues for faster resolution. It may also have a feature that aggregates and organizes queries and answers into a knowledge base, such as FAQs or guide articles. The software can have multiple points of contact, working dashboard, and analytics section. It may also have a feature that allows agents to...

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See the customer journey more clearly: Introducing the Pathfinder app

Imagine you’re a customer in need of help. Perhaps, you wanted to learn more about Zendesk’s Insights feature (as one example). Your first step might be to search our Help Center and check out one of our articles about Insights. But, that might not be the information you’re looking for. A second step then, might be to also check a forum about the Insights dashboard on the Zendesk Community. However, the forum doesn’t cover your issue. Finally, you reach out to a Zendesk support advocate for help. In some support situations, the advocate might suggest that you read Help Center articles...

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Trivago’s Support Experiences

At trivago, more than 950 employees are focused on driving innovation across both the company’s hotel metasearch and marketing solutions by challenging the industry’s status-quo. Since 2005, trivago has been one of the fastest growing internet companies within the travel technology sector. Today, it’s the world’s largest hotel metasearch company. Every month, over 120 million travelers use trivago to find their ideal hotel for the lowest possible rate by comparing prices from more than a million hotels. To provide travelers with the level of detail they need when searching for hotels online, trivago realized they needed to build close relationships with...

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What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? How you behave means more than what you say or what you look like. Turns out, this applies not just to people, but to sales, marketing, social media, and especially customer service management. In our latest Zendesk Benchmark report (released today), we decided to explore this idea by taking the time to look beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate classification for benchmarking customer service performance. The four types of customer service organizations Using a cluster analysis process, we grouped customer service...

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FAQ-page design: Be savvy about self-service

FAQ-page design: Be savvy about self-service Wonderful conversation makes the world go ‘round, and we’ve heard your support agents are pretty wonderful to talk to. But self-service is gaining steam—in fact, one Zendesk survey found that 67 percent of respondents actually prefer it, and 91 percent would use a knowledge center if it met their needs. At the heart of a sterling self-service offering? A killer FAQ page. Customers who’d rather help themselves will greet a well-designed FAQ page as a useful tool—and a welcome relief. With fewer tickets for agents to address, it’s aso a boon for efficiency...

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