Teams | Collaboration | Customer Service | Project Management

January 2019

Employees are customers, too: why building a better internal help desk matters

Most companies now understand that customers demand service that is personalized, convenient, and efficient—and that ignoring those expectations imperils the bottom line. However, while focusing on the needs of external customers makes sound business sense, creating a rich employee experience can be just as important to a company’s long-term success.

5 questions every IT leader should ask of their CRM platform

CIOs and other IT leaders have their work cut out for them—it’s not easy to strike a balance between maximizing the value of existing technology, minimizing costs, and investing in strategic tools for the future of the business. As companies compete for brand loyalty and invest more in providing better customer experiences, there’s a greater emphasis on IT leaders to manage the customer data siloed across numerous applications, systems, and engagement channels.

Why AI will transform how customer service teams work

Visionaries in the field of artificial intelligence in customer service see radical changes on the horizon, with a tipping point lying just a few years in the future. And if the prognostications of these experts—Zendesk partners Rick Nucci of Guru, Mike Murchison of Ada, and Mikhail Naumov of DigitalGenius—come to pass, AI will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.

Help your multilingual knowledge base thrive with AI

Data shows that, for global businesses, providing support in multiple languages is well worth the effort. Nearly three quarters of people search online in their native language, which means that if you’re only communicating in English, for example, you’re probably losing customers and adding layers of inefficiencies for your agents.

Enhancing the agent experience with contextual workspaces

Customers want personalized support, but they also want quick support. These are two needs that don’t always go hand-in-hand. When a customer reaches out for support, the agent typically needs a plethora of information to tailor the support to said customer. The agent might even need to reach out to different departments for added details.