Guided Demo of Zendesk Chat

Download a 30 minute walk-through of Zendesk Chat

During this video we’ll cover:

  • The benefits of live chat: driving higher customer satisfaction, increasing conversion rates, and improving agent productivity,
  • Some key metrics and the ROI of Zendesk Chat based on a recent Forrester study,
  • Chat demonstration: how to implement and customize your widget, chatting as a visitor/agent, the power of proactive chat, and chat analytics and reporting,
  • How Zendesk Chat integrates with Zendesk Support.



Trent Bloom - Product Specialist and Marketing Manager






Abhi Basu - Lead Product Marketing Manager


Complete the form below and get access to the on-demand video! If you have any questions please direct them to support@zendesk.com.

Schedules in Zendesk Support

With Schedules in Zendesk Support you can build workflows and analysis around the hours of your customer service operation. This short video shows two examples of how Schedules can improve your customer experience and team reporting.

Learn more about Schedules in Zendesk Support.

 

A Zendesk cheat sheet for picking your support solution

Cheat sheet
Choosing the right support solution for your organization is no easy task. There’s a surplus of products and vendors promising low-cost, high-performance solutions for agent efficiency, team productivity, proactive support, and more. You know the solution should be easy to use, scalable, and cost-effective. And the vendor should be a long-term partner in your customer support journey.

But how can you tell the reality from the rhetoric?

We’ve pooled our collective knowledge and put together a list of 50+ questions to ask your support vendor. From flexible APIs to agent knowledge bases, we cover common support solution requirements in the following categories:

  • Customer experience: multiple communication channels, self-service options, and CSAT surveys
  • Admin configurations: workflow management tools, ticket view control, and roles
  • Admin management: SLAs, permissions, language preferences
  • Cost & value: implementation, onboarding, and ROI
  • Useful support tools: macros, transcripts, knowledge base articles, and more
  • Agent interface: support performance, ability to escalate tickets to a manager, and ticket fields
  • Management tools: metrics and dashboards
  • Security & compliance: data encryption, disaster recovery, and HIPAA compliance

Print out the full checklist and take it with you when you’re kicking the tires on your new support solution. We know evaluating vendors can be overwhelming, but hopefully armed with this insider knowledge you’ll feel like a pro. And if you’d like to speak with someone at Zendesk, visit zendesk.com/demo to get started.

Download your complimentary Zendesk cheat sheet to choosing a support solution.

Zendesk research: operational benchmarking

operational benchmarking Operational benchmarking has a long history in business: It’s natural for companies to want to compare themselves to other businesses to give context and meaning to their own performance—and to understand where opportunities for growth and improvement exist. But frequently, similarities among companies in the same industry are merely superficial and don’t offer a meaningful point of comparison for benchmarking customer service performance.

In this Zendesk Research report, we address this shortfall through a cluster analysis that reveals four types of customer service operations— and within those, 12 distinct clusters, each characterized by a unique operational pattern. Each cluster is defined by workload, strategy, and resources, as well as a typical level of support performance that the component companies can be expected to achieve.

The four types are:

  1. Relationship Builders: These small teams provide a personal customer experience that customers love.
  2. Masters of Complexity: Driven by detailed support requests, these companies have sophisticated customer service operations.
  3. Late Bloomers: With an unbalanced approach to support, these companies have yet to realize their full potential.
  4. Captains of Scale: These teams set the gold standard of customer support operations.

Read the full report to find out where you fit and what you need to focus on to improve

If you're a fan of metrics, analytics, and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support stacks up against the competition.

In good company: Expand support beyond customer service

Supporting today’s customers requires an “all hands on deck” approach. Customer service is no longer siloed from the rest of the company—or at least it shouldn’t be.

Today, customer service is more proactive, engaging, and transparent than ever before and providing that kind of support requires input and assistance from other customer-facing teams. Whether it’s sales, billing, professional services, customer success, marketing, or a product development team, each team has a hand in interacting with the customer, and the more you can capture all those interactions in the same place, the more cohesive the customer experience.

Learn why Zendesk customers have added additional teams to their instance of Zendesk Support, and what their customers and support teams have gained as a result.

Roll out and manage multiple customer service channels

There are a seemingly infinite number of ways to interact with customers these days. Live chat, messaging, SMS—even self-service counts. With customer expectations on the rise, it’s increasingly important to provide consistent support across multiple channels.

However, in order to provide consistent support, your company needs the right resources, training, and channel management. In this eBook, we cover how to roll out and manage multiple customer service channels so that your company has the opportunity to build more, and better, relationships.

Access the eBook, Roll out and manage multiple customer service channels, to learn more about:

  • Supporting multiple customer service channels
  • Anticipating and managing channel volume
  • Staffing for a new channel rollout
  • Training agents to support a new channel
  • How new channels affect the way agents manage their work
  • Managing escalation paths by channel
  • Measuring the success of your new channel

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
  •  
    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.

Uncover the true value of your customer support organization

customer support value

Uncover the true value of your customer support organization with the technology trends that matter most in 2017.

A recent survey by Gatepoint Research finds that 51% of Gatepoint survey respondents stated their leadership team views customer service as a potential competitive advantage. However, uneven service continues to be the main cause of customer frustration.

Download this free report to uncover key trends affecting your customer support organization and learn why:

  • Raising customer satisfaction scores is what matters most to them
  • Uneven service continues to be the main cause of customer frustration
  • Current customer support systems are hard to use and difficult to integrate

7 Tried-and-Tested Tips for IT to Get the Most Out of Zendesk

Zendesk and BetterCloud

At BetterCloud, we know that Zendesk is a powerful tool for tracking, prioritizing, and resolving our support tickets. We wrote a guide to help you develop some creative strategies to leverage Zendesk automations (and other features) so your IT team can provide excellent internal support. Learn how to use:

  1. Triggers to automatically CC the whole IT team if a ticket is high priority
  2. Tags to auto-assign tickets based on form conditions
  3. Macros to save time
  4. Slack channels for updates
  5. Automated reminders
  6. Internal notes on a ticket
  7. Problems to link similar incidents and manage them together

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.

Zendesk Feature Close-Up

This quarter, our Customer Education team zoomed in on a foundational aspect of Zendesk Support: Groups. This webinar covers the basics of setting up Groups in your Support instance and then explores the benefits of combining Groups with features like Views, SLAs, and more. You’ll learn to use Groups in smarter, more creative ways, and our customer showcase will provide the inspiration you might need to take your workflow to the next level.

If you’re a new Support Admin or a Support admin tasked with optimizing existing workflows, you won’t want to miss this 60-minute session with our team of experts.

 

 

Watch all of our Feature Close-Up webinars
Ticket Fields
Triggers
Multibrand
Managing Views
Increase Productivity with Macros
Dynamic Content and Localization
Customizing Insights Reports and Dashboards
Apps

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.

The full report is no longer available for complimentary download. Read more about this and other Gartner research on the Gartner website.

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.

Gartner: CRM Applications Will Fail Without Consideration of Customer Empathy

Artificial intelligence and machine learning are game-changing technologies, but they won’t help your business leap forward if you don’t also build customer empathy into your customer process design. According to a recent report* by Gartner, “Through 2020, businesses that deploy CRM technology in such a way that it reflects empathy toward the customer are three times more likely to fend off a digital disrupter.”

While it’s still early days for being able to measure the economic impact of empathy in business, it’s worth noting that companies that have successfully disrupted existing business models did so because of the empathy they felt for customers dealing with inefficient processes and experiences.

The report explains why it will be important for CRM leaders to:

  • Highlight the potential impact of empathy on existing business models and obtain support from executive leadership to make systems empathetic.
  • Focus technology and process investment on empathetic improvement.
  • Use the voice of the customer (VoC) initiative to glean a critical understanding of what will drive customer empathy.

The full report is no longer available for complimentary download. Read more about this and other Gartner research on the Gartner website.

*Gartner, CRM Applications Will Fail Without Consideration of Customer Empathy, Michael Maoz, August 2016

IDC: Supporting Customer Experience Initiatives

IDC: Supporting Customer Experience Initiatives

The customer experience is no longer limited to a single interaction. Today, the customer experience is an extended process that spans the lifetime of a customer’s relationship with your business. These relationships can last for the length of one phone call or many years. That’s why making each touchpoint of the customer experience satisfying is an imperative facing organizational leaders.

How do organizations ensure a quality customer experience? It starts with the employees who interact with customers every day. A positive employee experience works hand-in-hand with a satisfying customer experience.

A new research report authored by IDC analyst Mary Wardley discusses the importance of the customer experience, and the impact a good agent experience has on that goal. Wardley also takes a close look at how Just Eat, Medidata Solutions, and NatureBox have effectively utilized tools to support service and contact center agents in the pursuit of delivering a superior customer experience.

According to IDC, “A proactive pursuit of changing the organizational perspective to one based on the precepts of customer experience holds many benefits to the organization.” This report will help organizational leaders foster this change by:

  • Describing the modern customer environment. Today, customers engage in extended relationships rather than single interactions with organizations, creating the customer experience. Moreover, the channels that facilitate communication between customers and organizations are evolving and proliferating.
  • Detailing the top three important factors in achieving customer support, from both the customer and support agent perspectives.
  • Analyzing the agent experience and its relationship with satisfying support. IDC explains what leaders need to do to improve agents’ efficiency and retention, a company-wide effort.
  • Explaining the key role integrated internal systems, namely software, plays in a satisfying customer experience.

2016 eCommerce Predictions: The Gap Widens

The key eCommerce trends of 2016 present a now-or-never scenario to retailers. Either respond effectively to them or fall permanently behind.

Join us to learn about these trends from guest speaker Sucharita Mulpuru, VP & Principal Analyst at Forrester Research. We’ll share how retailers can succeed with mobile strategies, and how customer-obsessed B2B organizations can more effectively engage buyers across all key customer touch points.

Top trends we’ll discuss:
● How companies such as Amazon are gaining share
● Digital assistants making a splash
● Buy buttons are too early to be transformational

Modern Relationships: Predictive Analytics, Machine Learning and Meaningful Customer Relationships

Your company’s success hinges on building strong relationships with your customers, and relationships take work. Sometimes flowers and chocolates, too.

More than giving customers a single great experience, it’s vital to use data to provide a lifetime of great ‘dates’. In this 60-minute on-demand webinar, Jason Maynard, Director of Data and Analytics, and Dave Dyson, Senior Customer Service Evangelist, will show you how machine learning can help improve your customer relationships, and how Zendesk uses predictive analytics to improve our support and raise customer satisfaction.

This webinar will cover:

  • How you can use machine learning to improve your customer relationships
  • How predictive analytics impacts customer service agents
  • 4 business dating tips for forging more meaningful relationships with your customers

Jason Maynard

Jason Maynard is the Director of Data and Analytics at Zendesk. He heads up a team that builds products designed to unravel the complexity of customer relationships through data.

Dave Dyson

Dave Dyson is a Customer Service Evangelist at Zendesk's headquarters in San Francisco. Formerly a senior customer support manager, he now works to help share the best practices he’s learned to Zendesk’s customers.

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.

The Top 3 Tips to Becoming a Profit Center

ICMI

Revenue generating or not, most contact centers could be contributing a higher level of value to their organizations than they do today. In fact, over 60% of contact center leaders today believe that the rest of the organization perceives them as a cost center. This overwhelming perception of the contact center as a “necessary evil” is not just detrimental to the contact staff and its customers; it’s widely-held, incorrect logic.
 
The questions remain: Are all contact centers, revenue generating or not, capable of providing significant value to the organization? Is it possible for all contact centers to be profit centers? What are the mentalities, methodologies, and misconceptions that drive the perceived value of an organization’s contact center(s)?
 
Zendesk sponsored ICMI to research what it takes to make the leap from cost center to profit center. ICMI asked the questions, completed the research, and uncovered what it takes for today’s contact center to make the leap from cost center to profit center.
 
During this webinar you will learn:

  • The immediate opportunities for your contact center to provide more value to the organization
  • The three fundamental characteristics of profit centers
  • The root cause of the cost center mentality and what you can do to change it
  • Key contact center metrics for measuring your impact as a profit center

Watch the recorded webinar here

What’s New in your Zendesk: Multibrand

What's New icon

In this 45-minute webinar, we’ll get you up-to-date on the latest Zendesk feature releases and walk you through best practice configurations so that you can take advantage of these features right away.

The first 20 minutes of this session include a special segment on the Zendesk Multibrand feature, which allows you to support and manage multiple brands from a single Zendesk account. We share best practices around setting up Multibrand and also walk you through a live demo. We also cover setting up and managing SLA policies before 25 minutes of live Q&A.

How to Grow Your Business with Proactive Chat Support

How to Grow Your Business with Proactive Chat Support

The complete guide describes:

  • The benefits of proactive chat support
  • Research on public perception
  • How real-time monitoring allows you to flexibly manage your team, as your business grows
  • An example of a company who saw better conversion rates with live chat
  • Introduction

    We live in a world where real-time communication is the norm; not the exception. Where immediate access to friends and family is no further than the devices at our fingertips. In this world, consumers expect brands to be available 24/7 and the easiest way to meet that expectation is by providing live chat support.

    Live chat is redefining the parameters of customer and company communications. Instead of traditional channels with long wait times—email and phone support—live chat compresses all the back and forth by providing the immediate support customers need, exactly when they need it. You could say live chat just happens to be in the right place at the right time, every time.

    For customers, live chat experiences are familiar, convenient, and secure. Interactions are in real time yet preserved forever for their records. There is no room for error from mishearing someone on the phone. For businesses, live chat is efficient and effective. Agents are able to help more customers in a shorter amount of time. They also collect valuable user data to help them solve issues more efficiently.

    From both perspectives, it’s certain that live chat has a place in today’s customer-centric marketplace. So instead of questioning whether chat is a useful channel, it’s time to ask: How do we get more value from live chat?

Forrester's Trends 2015: The Future Of Customer Service

In this March 2015 report from Forrester Research, Inc., analyst Kate Leggett states, "In the age of the customer, executives don't decide how customer-centric their companies are—customers do."

Trends 2015: The Future of Customer Service summarizes the top trends in customer service that affect companies' ability to deliver excellent customer service, retain customers, and increase top-line revenue.

Forrester Trends 2015

Access your complimentary copy to read Leggett's analysis and recommendations on the following 10 trends:

  • Trend 1: Customers Will Embrace Emerging Channels To Reduce Friction
  • Trend 2: Customer Service Will Adopt A Mobile-First Mindset
  • Trend 3: Companies Will Explore Proactive Engagement
  • Trend 4: Insights From Connected Devices Will Trigger Preemptive Service
  • Trend 5: Knowledge Will Evolve From Dialog To Cognitive Engagement
  • Trend 6: Predictive Analytics Will Power Offers, Decisions, And Connections
  • Trend 7: Journey Analytics Will Improve End-To-End Service
  • Trend 8: Improved Agent Experiences Come Into The Spotlight
  • Trend 9: Customer Service Organizations Will Adopt SaaS Solutions For Agility
  • Trend 10: The Customer Service Technology Ecosystem Will Consolidate

Forrester's trends 2015: The Future Of Customer Service 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

What’s New in your Zendesk: Scalable support

What's New icon

In this 30-minute webinar, we’ll get you up-to-date on the latest Zendesk feature releases and walk you through best practice configurations so that you can take these features for a spin right away.

This session also includes a special segment on how to refine your Zendesk account with scalable support best practices. We'll show you how to use business rules to quickly serve tickets to your agents, create macros for faster responses, and a few keyboard shortcuts that let you navigate Zendesk like a pro. We also share some best practices our customers have used to increase the efficiency of their support teams, and introduce a few apps that help with productivity.