Category: Zendesk Updates EN

For shoppers, the holidays are a time to be merry—with cash registers jingling and e commerce booming. But this year, the golden quarter between October and December comes with a lump of coal in the retail stocking. Supply chain woes, understaffed teams, and changing customer behaviors are combining to create the storm of the century. How can retailers get ahead of the new challenges that face their CX teams during the holiday season? It comes down to working smarter—and that takes AI. 1) Use data to define your AI strategy AI is only as powerful as the data it...

Chat and messaging are already common features of many websites and apps—learn why certain types of conversations provide a better user experience. We need to change the way we talk about chat. When live chat came out, users relished in the ability to instantly message customer service reps without having to pick up the phone. While this is one of the reasons chat has become one of the most popular customer support channels, live chat as we know it is changing. The old standards just don’t hold up to modern customer expectations, which hold brands up to higher standards....