How to structure product support
Preparing agents and triaging tickets are especially important when it comes to structuring product support
Deja que tu base de conocimientos multilingüe
prospere gracias a la IA
With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI
Enhancing the agent experience with contextual workspaces
Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace
Appy New Year!
We're welcoming the new year with some great new apps to help you make the most of Zendesk
Chat support models: shared vs dedicated
Here are two methodologies for channel assignment that can help improve the overall customer experience
Deja que los robots se encarguen: la relación IA-agente está en constante evolución
Las automatizaciones con IA pueden tener un impacto considerable en los agentes. Estos son algunos aspectos que hay que tener en cuenta al implementar los nuevos flujos de trabajo y aprovechar la tecnología para aumentar la productividad y la satisfacción de los agentes.
What is tier 0 customer support?
Tier 0 support is a great way to help your customers help themselves
Content Cues: for agile and collaborative help content
Staying on top of knowledge management for help centers can be tricky, but it’s a lot easier with help from artificial intelligence
Questions to ask when staffing chat
Here are some other considerations to keep in mind when deciding on the number of agents to hire for chat support
The integration constellation
Look to the skies, or just our apps marketplace, to learn about all the great new integrations
Bite Squad perfects orders with smart, personalized support
The Bite Squad customer service team includes nearly everyone in the company. Better analytics and more insight into site transactions enabled the company to connect with hungry customers more effectively.
Partners make the sun shine brighter
Our partners are critical to our ecosystem and the success of our customers, and ultimately the experience of our customers’ customers
Dale la bienvenida a Zendesk Explore
Con Zendesk Explore, obtendrás acceso instantáneo a los análisis importantes, además de un entendimiento más profundo de tus clientes y del negocio que se deriva de ello.
Libérate con Zendesk Sunshine
It’s time break free from legacy CRM systems. Welcome to Zendesk Sunshine, our new open and flexible CRM platform.
Personalize your interactions: The customer context tools you need
Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.
What everyone should know about integrated phone support
Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine a light onto phone support operations?
Next stop: the integration station
With October coming to an end, here's a wrap-up of the new app integrations available on the Marketplace
Every ticket is a puzzle: One advocate’s drive to solve them
Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.
How Zendesk customers gain value with ticketing and real-time support
Instant communication is the expectation when it comes to support, and when more than 53% of shoppers abandon their online purchase if they can’t find a quick answer, real-time communication in addition to traditional email support can help prevent customers from churning.
Uso de una base de conocimientos inteligente para liberar el potencial de los agentes
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
Apoya a tu equipo de soporte con el autoservicio
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers.
Nuevas aplicaciones en el Apps Marketplace
September brings us plenty of new app integrations
Putting customers on the pathway to financial health
The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans
Proporcionar autoservicio automatizado ahí donde los clientes (y agentes) más lo necesitan
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.