AI assistants are capable of quite a bit more than their living room responsibilities. In the workplace, they’re helping to fill the gaps that commonly plague customer service: miscommunications, uninformed support agents, and meeting customers’ expectations.
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.
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.
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
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.
It’s great news for businesses that there are already practical applications of AI, especially for the customer experience.
September brings us plenty of new app integrations
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
We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
Today we have news: we’re sharing that love with another—related—part of your business: the sales team. Zendesk announced today that we are acquiring Base.
As with any profession, a customer support career path can movie in many different directions
No, that's not a holiday I made up just now
If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
We’re excited to announce the launch of our integration with WhatsApp Business Solution
We're closing out July with some great new apps
Some retailers see shipping and delivery as solely utilitarian. In reality, how you handle this process can be a big indicator of your commitment to your customers.
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions