Category: Zendesk Updates EN

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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How to improve agent productivity for a better CX

As your business grows, the complexity of providing customer service grows as well. You have more products, which means more potential problems for customers to experience and more information agents have to learn. And with more employees and departments, contacting the right person to answer customer questions as they come is increasingly difficult. Whatever your internal challenges are, they’re not the customer’s concern. You need to manage all the challenges of growth behind the scenes, so your customers still get the quick and seamless experience they demand. To make sure customers get their problems solved in as little handle...

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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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Content management vs knowledge management —do businesses need to do both?

Content management vs knowledge management—do businesses need to do both? Spoiler alert: Yes, they do. Content management and knowledge management are often used interchangeably. But distinguishing between the two is necessary, as businesses need both to streamline internal operations and establish consistency in their message. In a business sense, content and knowledge are different things. That’s why each require different processes, teams, and/or software to manage them. Knowledge is the abstract, tacit knowhow that lives within everyone who belongs to an organization—you can have explicit knowledge of things without necessarily translating that knowledge into an output. The output is typically what...

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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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How to immediately improve your customer experience in 5 simple ways

Experts share the CX strategies that make a real difference. A lot of companies react to growth pressures by trimming their customer support budget. That may provide some quick breathing room, but it’s not a prudent long-term solution. After all, it’s cheaper to retain a customer than to acquire a new one. And when we polled consumers on what factors inspire the most brand loyalty, 57% cited good customer service, making it second only to price. Luckily, there are ways to invest in better customer service without ballooning the budget. Simple changes and small initiatives can have an outsized impact on the...

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Improve customer loyalty and retention by focusing on relationships

Lasting loyalty can’t be bought—it has to be earned. Find out how it’s done. Customer loyalty vs. customer retention: What’s the difference? Customer retention means that a customer buys from you, but they don’t necessarily have a strong affinity for your brand. Customer loyalty means that a customer prefers your company, and if given the choice, they would choose your brand over another. How to increase customer retention Once you’ve gained a new customer, you need to convince them to stick around. Show them you’re committed to providing a good experience, and of course, being good humans. Here are a few ways...

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3 essential customer service metrics you need to measure

What’s the best way to track how well we perform in customer service? Customer service metrics are valuable, but which ones do we rely on to effectively measure our success and guarantee that we’re making smart business decisions? What customer support metrics make a difference when it comes to ensuring customer satisfaction? Top three types of customer service metrics: Customer relationship metrics Agent performance and efficiency metrics Team performance and efficiency metrics You can learn all about them in Customer Service Metrics That Matter, our guide to getting the most out of your customer service metrics. How to measure customer service metrics A quick,...

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