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Category: Zendesk Updates EN

Workforce Planning: The Secret to Streamlining Customer Support

In today’s dynamic business climate, keeping up with customer demands is more important than ever. One of the best ways to ensure your team is ready to meet these demands is through strategic workforce planning. But what exactly is workforce planning, and how can it benefit your organization? Let’s break it down, covering what workforce planning is, the benefits it offers, some best practices, and how Zendesk can help you make the most of it. So, What is Workforce Planning? Workforce planning is all about making sure you have the right people with the right skills in the right...

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Introducing Voice QA and QA for AI Agents: Pushing Customer Support Beyond the Ordinary

To keep up with the ever changing customer support landscape, businesses are increasingly relying on AI-powered solutions to enhance their service. One of the latest advancements in this area is Zendesk’s AI-powered QA solutions: Voice QA and QA for AI agents. These tools are designed to ensure that your AI-driven interactions are not only efficient but also maintain the high quality your customers expect. Let’s explore what Voice QA and QA for AI agents are, how they work, and the unique features that make them essential for modern customer support teams.  What is Voice QA? Voice QA, or Quality...

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Understanding Customer Intent: The Key to Unlocking Exceptional Customer Experience 

In today’s competitive marketplace, knowing what your customers want is essential. But there’s more to it than just understanding their preferences—it’s about getting to the heart of their intent. So, what exactly is customer intent, and how is it different from customer preference? Let’s break it down and explore how these insights can help your business provide better service and enhance the overall customer experience (CX).  What is Customer Intent?  Customer intent is all about understanding the motivation or purpose behind a customer’s actions. It’s not just about what a customer does, but *why* they do it. For example,...

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What is the CRM process? 5 key steps

The CRM process is a strategy for keeping every customer interaction personalized and meaningful that consists of five main steps. Consumers today expect a personalized customer experience catered to them as individuals. In order to meet these expectations, you need to understand what your audience wants and needs, and you must understand how to deliver on those needs better than your competition. The CRM process helps your organization achieve these goals. What is the CRM process?The CRM process is a strategy for keeping every customer interaction personalized and meaningful that consists of five main steps. A customer relationship management...

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The Ethics of AI in Customer Experience: A Zendesk Perspective

In the rapidly advancing digital world, AI is making waves in customer experience (CX), offering tools that can revolutionize how businesses interact with customers. But with great power comes great responsibility. Ensuring AI is used ethically is crucial to maintaining trust and delivering excellent service. Zendesk, a leader in customer service solutions, understands this well and is deeply committed to ethical AI use. Let’s dive into the ethics of AI in CX and see how Zendesk is leading the way. Navigating the Ethical Landscape of AI in Customer Service AI has the potential to transform customer service by making...

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How Zendesk’s AI Tools Are Making Customer Service More Human

In today’s fast-paced digital age, businesses are always looking for ways to improve their customer service experience. With AI becoming more prevalent, companies now have the chance to not only streamline operations but also create more personal and human-like customer interactions. Zendesk, a leader in customer service solutions, is at the forefront of this AI-driven transformation. Let’s take a closer look at how Zendesk’s AI tools are revolutionizing customer service, making it more human than ever before. The Evolution of Customer Service with AI AI has rapidly progressed from a futuristic idea to an everyday reality. In the realm...

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Revolutionizing Customer Experience: How Zendesk’s Latest Features Enhance Customer Support

In today’s competitive landscape, delivering an outstanding customer experience (CX) is more crucial than ever. Businesses need to offer seamless and efficient customer support to stand out. Zendesk, a leader in customer service software, is continuously innovating to help businesses exceed customer expectations. Let’s dive into how Zendesk’s latest features are transforming customer support and elevating CX. Unified Agent Workspace: Streamlining Customer Interactions One of the standout features of Zendesk is the Unified Agent Workspace. This nifty tool brings all communication channels—email, chat, social media, and phone—into a single interface. Agents no longer need to juggle multiple platforms, making...

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Discover the Latest AI Innovations in Zendesk Suite: Transforming Customer Experience in 2024

Zendesk is constantly evolving, pushing the limits of customer experience (CX) solutions with the latest AI capabilities. Their updates are designed to enhance both functionality and user experience. Let’s explore the newest features of the Zendesk Suite and how they benefit users, especially with the power of AI. 1. AI-Powered Enhancements AI Agents and Outcome-Based Pricing: Zendesk has made AI agents accessible to all customers, allowing businesses of any size to streamline their operations with AI. These agents, included in all Suite or Support plans, focus on resolving issues automatically. This new outcome-based pricing model means businesses only pay...

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How to send Outbound Bulk Messaging in Zendesk

Many Zendesk users are wondering how can they engage with customers by sending outboud messages through various Social Messaging channels such as LINE, Whatsapp, Facebook Messenger, WeChat, X, Instagram and In-App Messaging. After the status of a ticket changed to “Closed” in Zendesk, we are unable to send messages to customers or send marketing campaigns to our customers in bulk by segments in order to create an engagement with customers. This is the pain point every Zendesk users are aware of. Hence some brands or businesse normally find workaround solutions, e.g. by separating LINE or Social Messaging channels among...

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