Category: Zendesk Updates EN

4 Tips for improving support

Solving customer problems can feel like having superpowers. Not all heroes wear capes, but it would be nice to gift capes to customer support agents. To sharpen your customer support superpowers, here are four tips to keep in mind when offering customer support. Make a good first impression Making a good first impression is always important. When your customers contact you, the way you respond could be their first or only impression of your company and brand. If the customers have a bad experience, they are likely to get a negative view of your company. Zendesk says their brand...

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How to make your customer support more personalized

There is one thing that you can do that almost guarantees that your customer will want to come back and do business with you. It’s delivering personalized customer service. Delivering personalized customer service means adding a familiar, human touch to every interaction. Anyone who contacts your business should be treated humanely and pleasantly by your team. In its simplest form it may be just using the customer’s name. That might sound easy but in online it’s not always. Personalized customer service helps your business stand out. In fact, a study by Digital Trends showed that 73% of customers would...

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3 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...

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Zendesk talk

Even in the age of email and social media, customers still prefer to use the phone for communicating with companies. Still in these days many people appreciate companies that make the investment in providing quality support over the phone. A phone conversation is a powerful way to solve a problem. When customers get help over the phone, agents can resolve complex issues faster and deliver personalized support. Research continually shows that the phone channel results in higher customer satisfaction. Zendesk Talk is cloud-based call center software that helps companies provide more personal and productive phone support. It’s built right...

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Proactive customer support

Would it be helpful if you had a way to reach out to your customers before they need to reach out to you? Proactive customer support is one of the biggest customer service trends right now. Proactive customer support is about identifying and resolving customer issues before they become problems. Proactive support also involves identifying ways in which a customer experience can be enhanced without the customer asking for it or even knowing that it’s possible. The truth is, we humans are notoriously bad at asking for help. We may need assistance, but unless it’s easy to come by,...

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How 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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Expand Zendesk with apps and integrations

There is almost 700 apps and integrations available in Zendesk. With these extensions you can expand Zendesk even more and resolve customers, and yours, issues better. Best of all, most of these apps are totally free for you. Let’s now take a better look at four great app, Pathfinder, JIRA, TimeTracking and Unbabel. Pathfinder The Pathfinder app displays a timeline of customers web page visit. App displays user activity within a 30 minutes before and after a ticket is filed.When viewing a ticket, the Pathfinder app allows your agents to see which Help Center articles and community posts customers...

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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 tips for designing a knowledge base

These days customers are getting more independent in solving problems on their own. In fact,  90% of consumers expect a self-service customer support portal from a brand or organisation. Offering a standard knowledge base portal isn’t enough though. The design of your knowledge base affects your customers’ experience with the brand. A messy design can easily make a bad impression. While designing your knowledge base, it’s important to keep simplicity and discoverability in mind. Here are five tips for creating a simple, intuitive and accessible knowledge base. 1. Keep content categories crips and clean The first thing about a...

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