Totango

MAY 13, 2022

Customer support: Zendesk knowledge bases. Through transcripts, video content can be repurposed into other formats, such as knowledge bases. Customer Support: Zendesk Knowledge Bases. Zendesk is a customer support platform that includes knowledge base features.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

CX Accelerator

MAY 25, 2022

You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo. Back to CX Accelerator Blog

Customer Support 316

Customer Support Wait times Self service Best practices 316

Toister Performance Solutions

DECEMBER 2, 2021

Another benefit is knowledge. Employees at Armstrong Garden Centers have incredible knowledge about the plants they sell in part because they're planting those same plants in their own gardens. Customer service software provider, Zendesk , is a great example. Martens employees literally walk in the same shoes as their customers.

Customer advocacy 124

Customer advocacy Finance Customer centricity Sales 124

TechSee

OCTOBER 9, 2018

Utilize robust self-service tools such as FAQs, AI-powered knowledge bases and virtual technicians to help them find answers by themselves quickly. Use AI-based virtual assistants – Millennials are very open to communication with virtual entities – chatbots – including voice-based assistants and visual virtual technician.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

Nicereply

NOVEMBER 16, 2022

As experts in their craft, they know which tool to use in a given situation, based on the business need or specific task at hand. This is especially helpful when you’ve got a global team or global customer base. Knowledge base software (for customers and agents). Example: Helpjuice, Stonly.

Management 98

Management Analytics Feedback Surveys 98

Netomi

JUNE 10, 2023

The Power of a Zendesk Knowledge Base and Customer Self-Service The modern customer wants self-service. That’s why, over the past few years, we’ve seen companies build out robust Knowledge Bases (or Help Centers) on Zendesk and other leading customer experience platforms. What is Zendesk Knowledge Base?

Chatbots 52

Chatbots Banking Self service Engineering 52

Xaqt

FEBRUARY 4, 2020

The Next Level in Customer Self Service If you're reading this, you likely already have a customer support portal on your website with a knowledge base, such as Zendesk Guide. You might also provide the ability to create a Zendesk support ticket online or through email. Well now you can.

Interactive Voice Response 52

Interactive Voice Response APIs Technical Support Self service 52

Connect

DECEMBER 11, 2023

AI-based decisioning can field and prioritise inbound calls. AI-powered agent assist technologies can also understand the customer’s intent and call context, looking up appropriate responses within its knowledge base and delivering recommendations on the best actions to take next via the agent desktop.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

TeamSupport

NOVEMBER 6, 2023

From small startups to larger entities like Salesforce and Zendesk , companies have many options for live chat software. You can reach more customers by starting a conversation based on contextual information such as the webpage they’re visiting, how long they’ve been looking at your site, and more. Don’t have a knowledge base?

CRM 59

CRM Customer Support Customer Experience Sales 59

Calltools

SEPTEMBER 6, 2023

Some common self-service options include: A searchable knowledge-base An IVR system An AI chatbot A frequently asked questions (FAQ) page A community forum Let’s explore these options in detail. Searchable Knowledge-Base The most widely used customer self-service option is a searchable knowledge-base.

Self service 52

Self service Interactive Voice Response Customer Experience Chatbots 52

TeamSupport

NOVEMBER 6, 2023

From small startups to larger entities like Salesforce and Zendesk , companies have many options for live chat software. You can reach more customers by starting a conversation based on contextual information such as the webpage they’re visiting, how long they’ve been looking at your site, and more. Don’t have a knowledge base?

CRM 52

CRM Customer Support Customer Experience Sales 52

Wowdesk Blog

JULY 22, 2020

However, when it comes to the helpdesk, you might have heard about Zendesk. If you are looking for the simple Zendesk alternative that covers all aspects of your business at the fraction of a cost, we will recommend you invest in Wowdesk. Knowledge Base Software. Top Reasons to Switch from Zendesk to Wowdesk.

Engineering 52

Engineering Self service Analytics Metrics 52

CSM Magazine

FEBRUARY 22, 2022

Freshdesk has all of the features you need to provide great customer service, including live chat, email integration, knowledge base/FAQs management, issue tracking, social media integration and detailed reports. Zendesk (customer support software). Zendesk is one of the best customer experience tools for IT companies.

Customer Experience 52

Customer Experience CRM Big data SaaS 52

Quiq

JANUARY 26, 2022

You can also automate ticketing systems to help route customers to particular departments, prioritize based on category, or even tag using perceived customer sentiment. Zendesk even reports that third-party messaging apps receive the highest average CSAT score (98%). Knowledge base. Conversational engagement platform.

Customer Service 52

Customer Service CRM Chatbots Analytics 52

Comm100

JANUARY 5, 2022

Your live chat solution channel should be able to integrate with popular CRM platforms such as Salesforce or Microsoft Dynamics, turning your CRM into a true knowledge hub. Depending on the structure of your customer service operations, you might be used to routing queries based on several different factors. Zendesk Chat .

Government 76

Government CRM SaaS Marketing 76

Customer Service Life

APRIL 28, 2019

Many of our clients use Zendesk so we wanted to highlight a couple features that we’ve seen in action recently. The first is the Time Tracking App which is a free add-on for Zendesk. The second feature is the Knowledge Capture App which is another free app available to all Zendesk customers. Let’s dig in.

Technology 63

Technology Average Handle Time Surveys Metrics 63

Nicereply

JUNE 18, 2020

Measuring Customer Satisfaction in Zendesk. Once you know what the issue is, you can use this knowledge to improve your product, educate your agents, or tweak your support process to fix those issues. Zendesk has a native, though a somewhat rudimentary solution to help you start doing this. Combining NPS and CSAT.

Metrics 86

Metrics Surveys Customer effort Education 86

ViiBE Blog

MAY 31, 2021

Unfortunately, when an employee leaves, this knowledge often leaves with them. In technical roles, knowledge gaps can emerge when knowledgeable employees with decades of experience decide to retire. So how does a company preserve its employee knowledge in the long term? How do you structure a knowledge base?

Self service 52

Self service CRM Customer Experience Management 52

JustCall

OCTOBER 6, 2022

JustCall Freshdesk Zendesk HelpScout Zohodesk HappyFox Helprace LiveAgent Intercom Drift Deskpro. Pricing: The cloud-based service is available in three packages , Standard, Premium, and Custom, which is a request-based model. interactive help documents knowledge base articles ticket management capabilities.

SaaS 52

SaaS Customer Support Enterprise Analytics 52

Babelforce

JULY 15, 2021

Most of the time you can set up knowledge bases and chatbots in a matter of days or weeks. And, with the right tools, it’s easy to offer phone-based self-service support too. In practice it could be anything from searching a knowledge base for answers to speaking with a conversational IVR to update an order.

Self service 98

Self service Contact Center Chatbots Interactive Voice Response 98

CX Global Media

AUGUST 1, 2019

You do that by driving the right actions based on those metrics and based on the performance of those agents. And that’s really key that they can actually take those micro-learnings based on specific skills of the better performers. So, companies like Amazon Connect, Salesforce, Zendesk, and Five9.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

Method:CRM

MARCH 20, 2023

Customer portal solutions are dedicated web-based customer service and support hubs. Knowledge repositories for your products or services (i.e. Zendesk Image credit: Zendesk Zendesk Suite is a software package offering a range of CRM tools, including customer portals. Pros Portals have automated knowledge bases.

CRM 52

CRM Enterprise Self service Accountability 52

Method:CRM

MARCH 20, 2023

Customer portal solutions are dedicated web-based customer service and support hubs. Knowledge repositories for your products or services (i.e. Zendesk Image credit: Zendesk Zendesk Suite is a software package offering a range of CRM tools, including customer portals. Pros Portals have automated knowledge bases.

CRM 52

CRM Enterprise Self service Accountability 52

Fonolo

AUGUST 13, 2019

Repeat Customer is a podcast by Zendesk , a customer service software company based in San Francisco. Although Zendesk is an online software, their podcast imparts customer service wisdom that any service industry employee, from call center agent to restaurant server, would find useful. Repeat Customer. The Intuitive Customer.

Customer Service 108

Customer Service Management Call Center Education 108

Kayako

FEBRUARY 6, 2019

When you consider switching from Zendesk to Kayako and don’t want to dive into the tech details of the process, an automated migration tool may be the best option. Cleaning up the database and knowledge base is the next important step. Migrating from Zendesk to Kayako. One of such tools is Help Desk Migration service.

Accountability 52

Accountability Personalization Customer Support Customer Experience 52

Nicereply

MAY 21, 2020

Based on a 2016 study by Spigit, 75% of companies want to improve their customer satisfaction and overall experience, and it is safe to assume that number only went up in recent years. The base standard for Nicereply customers is 10%, but we’ve had customers report response rates even above 50%. Customization beyond Zendesk’s CSAT.

Surveys 87

Surveys Feedback Customer Support Customer Service 87

Customer Service Life

AUGUST 3, 2018

Zendesk just announced their new omnichannel platform. Median has developed their CoBrowse tool that integrates with chat platforms like LiveChat, Olark, Intercom, Zendesk Chat, Kustomer, and several others. Knowledge base content can be added to any web page so customers don’t have to hunt for it. BrightReps.

Contact Center 60

Contact Center Technology Customer Service 60

GetFeedback

MAY 17, 2018

Zendesk explores the ins & outs of modern service in their latest report. 91% of consumers will use a self-service knowledge base if provided. On the other hand, a great knowledge base full of helpful content can empower your customers to find answers themselves. Today, they might work several channels at once.

Morale 83

Morale Self service Surveys Customer effort 83

Quiq

JANUARY 2, 2023

In fact, Zendesk ’s 2022 CX Trends Report found that 76% of customers say they expect to engage with someone immediately when contacting a company. A conversational cadence is essential when building rapport, and it’s easier to judge a customer’s mood when basing it on real-time information. Benefit #3: Enhanced reputation.

Chatbots 65

Chatbots Airlines Wait times Best practices 65

ViiBE Blog

JUNE 3, 2021

CRM software like Zendesk is an often used tool for customer service. It includes ticketing and knowledge management solutions integrated into the software. ViiBE’s built-in ticketing system and knowledge base combine the best of video conferencing software with CRM systems. Want to learn more? Contact us!

CRM 52

CRM First call resolution Call Center Metrics 52

Nicereply

JULY 8, 2021

If you haven’t already, make sure you invest in help desk software such as Help Scout or Zendesk. Take some time to identify what the best aspects of the process are that you need to automate, including repetitive inquiries or ones that can be resolved by a knowledge base or a bot. Review last year’s data.

Customer Support 98

Customer Support outsourcing Self service Technology 98

Customer Service Life

APRIL 27, 2018

Furthermore it integrates with a variety of systems including Zendesk and Salesforce. I’ve long been impressed with Guru’s knowledge management platform that’s based on knowledge cards that can be both internal and externally facing. Their platform has a variety of integrations including Salesforce and Zendesk.

Contact Center 68

Contact Center Upselling CRM Feedback 68

JustCall

MARCH 28, 2023

Knowledge management tools These tools help teams access and share information and resources, such as product knowledge or customer service scripts. For example, a customer service team can use a knowledge management tool to quickly access customer service scripts or product knowledge to help resolve customer issues.

CRM 52

CRM Sales Scripts Analytics 52

Nicereply

FEBRUARY 25, 2020

Companies are storing three times as much data on Zendesk as they did five years ago, and twice as much data per customer. Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

Mindtouch

FEBRUARY 7, 2018

Whether you’re playing in the B2B or B2C leagues, self-service—useful content about your product or service contained in a branded knowledge base —is the name of the game. And it helps global businesses scale smartly via a knowledge-centered model of customer support. Turn Everyday Ticket Responses Into Knowledge Base Content.

Self service 67

Self service B2C B2B Education 67

Customer Service Life

NOVEMBER 5, 2018

Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading documentation and knowledge articles, testing the product or service, and shadowing experienced agents.

Contact Center 79

Contact Center Education Government Healthcare 79

Answer Dash

SEPTEMBER 19, 2018

Zendesk just announced their new omnichannel platform. Median has developed their CoBrowse tool that integrates with chat platforms like LiveChat, Olark, Intercom, Zendesk Chat, Kustomer, and several others. Knowledge base content can be added to any web page so customers don’t have to hunt for it.

Contact Center 61

Contact Center Self service Technology Customer Service 61