Streamlining Customer Service with In-App Support Solutions

customer support value

It’s no fun encountering a bug in an app when you’re in the midst of a battle or playing around with a snazzy filter. Unfortunately, that can’t always be avoided. App publishers, however, can be better prepared by offering in-app support so users can get help when they need it most.

According to an IDC report commissioned by Zendesk, as end users gravitate to mobile devices, customer service applications follow accordingly. IDC predicts that mobile-based CRM will reach nearly $830 million in 2020. It makes sense that as more customers rely on mobile apps, customer support will reach them in those apps. The reasons for this include the following:

  • Real-time response to customer requirements
  • Shift to interactions when, where, and how customers want
  • Multichannel support that is consistent across channels
  • Proliferation of mobile devices
  • Customer engagement through branded mobile applications
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    In the report, Streamlining Customer Service with In-App Support Solutions, IDC lays out the how providing in-app support allows companies to provide customers with the quick, frictionless support they are increasingly expecting. The report also includes cases studies of how companies like Swiftkey are accomplishing this with Zendesk.

Meeting Multichannel Customer Service Expectations

On-Demand with Billy Hamilton-Stent & Josh Frank

The days of businesses providing a single channel of support communication are gone and unlikely to return. Now, it's more likely they'll be trying to strike a balance between what customers are looking for—the warmth of human communication and the speed and efficiency of automated service.

This webinar, based on the findings of a recent survey conducted by Loudhouse and commissioned by Zendesk, illustrates this important and perplexing challenge faced by all companies.

We'll be discussing four key trends that the survey highlighted:

• Multi-channel customers are less patient and expect more than 3 years ago
• Multi-channel use had increased considerably in 3 years, with more
  diverse channels available to customers
• Customers are developing distinct expectations for each support channel
• Higher expectations are balanced by a more relaxed approach to sharing
  diverse channels available to customers
• Customers personal information—but only if doing so improves service


Billy Hamilton is the founder of Octopus group. His role consists of strategic planning, audience insight and brand development. Billy’s experience ranges from marketing communications to research, strategic planning and business development for B2B brands.

Gartner Predicts 2017: CRM Customer Service and Support

2016 has challenged industry leaders to engage customers across all support channels, but the coming year, 2017, has taken a swift turn towards analytics and artificial intelligence (AI) to deliver better support interactions.

Customer service is going digital, and more and more customers expect seamless mobile support. With analytics and AI, support teams can tailor interactions to a customer’s needs and manage workflow and resource allocation. According to Gartner, “By 2018 50% of agent interactions will be influenced by real-time analytics.”

How will leaders in customer service improve customer experience with analytics and AI, and how will investments in these pivotal trends affect prospective employee skill sets and future roles?

Gartner’s key findings include:

  • Artificial intelligence (AI), a topic of interest for over 20 years, is at last finding rapid uptake as a tool to provide better customer service.
  • In addition to the power and productivity of AI harnessed for customer service, AI and automation will also disrupt the jobs of over a million customer service agents over the next four years.
  • Consumer messaging will overtake social media as the point of origin for customer support requests.
  • The use of virtual customer assistants (VCAs) will jump by 1,000% by 2020.

To learn more about Gartner’s predictions, analysis, and recommendations on using analytics and AI to deliver great support, you can access your complimentary copy of Gartner Predicts 2017: CRM Customer Service and Support.

Gartner Predicts 2017: CRM Customer Service and Support, M. Maoz, J. Davies, J. Sussin, O. Huang, and B. Manusama, N. LeBlanc, J. Robinson, 7 November 2016.

Zendesk Deep Dive: Dynamic Content and Localization

When it comes to scaling support in global organizations, having localized content should be at the forefront of your strategy. Just imagine asking a company a question in your native language (say, English) and receiving an answer in another language (Japanese, for example). A roadblock to great global support, right?

Zendesk’s dynamic content feature can help ensure a seamless experience for agent and end-user alike, regardless of their primary language. In this 40-minute on-demand webinar, Zendesk teams up with Evernote to show how Zendesk’s dynamic content tools can be used with our automated features to meet your global customer service needs.

Listen to Brian Tobin, Director of Sales and Support Operations at Evernote, as he shares the story and impact of Evernote’s localization process. You'll also hear from Sam Michaels, a Tier 2 customer advocate at Zendesk, who demonstrates best practices for setting up dynamic content and Help Center translations.
 
This webinar is intended for everyone, no matter the size of your team or the level of technical expertise.

Effort and Conversion: An Inverse Relationship

Laura Pappas

Less equals more when it comes to the relationship between effort and conversion. Contrary to long-held beliefs, the "delight factor" as part of the customer service experience yields less than simply meeting customer needs and valuing your customers' time.

So what makes a great customer service interaction? This 6-minute watch reveals that what customers really want is a quick and easy answer. Companies who offer self-service and/or live chat have been able to prevent customers from having to pick up the phone (more effort for them, more cost to you), and have increased conversion rates by as much as 20 percent.

5 Ways Customer Support Can Lead the Customer Centricity Charge

Chris Brown Photo

Creating a customer-centric company takes more than making an investment in the customer service department and systems. It’s about building a culture in which the customer is at the heart of all decisions made within every function and team. Watch this recorded 45-minute webinar, where Chris Brown will share why creating a customer-centric culture is important, and more importantly, how customer support can play a significant role in leading the charge. He’ll share five examples that support agents at any level can put into practice today to help their company embrace a customer-first philosophy, and put it into action.

Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions for Midsize Teams

Zendesk was cited in The Forrester Wave™: Customer Service Solutions for Midsize Teams, Q4 2015

Customer service is the cornerstone of a great customer experience; however, delivering good service is difficult. A 2015 Forrester Research, Inc. report encourages companies to look for vendor solutions that enable the business capabilities necessary to deliver differentiated experiences.

Forrester Wave Names Zendesk a ‘Strong Performer’ in the 2015 Customer Service Solutions Report

In The Forrester Wave™, you'll learn:

  • Why providing good customer service is a win-win for customers and companies
  • Why customer service technology investments was one of the top five most focused investments companies made in 2015
  • Common challenges faced by customer service leaders as they seek to balance customer needs and operating costs
  • Why cloud-based SaaS solutions are targeted for midsized teams
  • Key evaluation areas for choosing the right solution for your needs

The full report is no longer available for complimentary download. See below for more great insights from Forrester:

Forrester's Predictions 2016: The eCommerce Gap Widens 

Forrester's Top 10 Customer Service Trends for 2016 

Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions for Midsize Teams

Manners Around the World

Being polite might seem easy: Someone does something nice, you say “thank you,” right? As it turns out, that all depends on your location. Manners are different all over the world. So doing business—especially providing customer service—in a world brought closer together by technology can be a daunting task.

One thing is sure: you need to treat people with respect. We hope this infographic will allow you to do just that, by helping you navigate the world of global manners.

But be warned, even within many countries, manners will differ from region to region, neighborhood to neighborhood, and person to person. Always do plenty of research when traveling abroad or interacting with customers in countries outside of your own.

Manners Around the World

The Mysterious Case of Ticket X

Customer service can seem like a scary endeavor. There are ghastly tickets out there in the night, just waiting to strike at the very heart of your support team. Some suck up your time and energy. Others are known to take a vicious bite that festers, threatening to infect your entire team.

Within this tomeThe Mysterious Case of Ticket X are tales of some of the more devilish tickets our team has encountered. It is our hope that by becoming acquainted with these tickets—and the agents we dispatched to deal with them—you too will be prepared to face any monstrous ticket. Only then shall you earn the vaunted "Yes, I was satisfied" response from the ticket's creator.