Use these maps to find great apps
And by maps, I mean the blog post below...
Teams | Collaboration | Customer Service | Project Management
Collaborating To Help Teams Work Better In The Modern Workplace
May 2019
What's Good: Content Cues
Businesses are often left guessing what information customers need to solve their own issues. Content Cues identifies the gaps in your knowledge base by highlighting what actions you can take to make your content more accessible and relevant.
Zendesk welcomes Smooch, a platform for messaging
With over seventy-two trillion messages sent in 2018 across messaging channels like WhatsApp and Facebook Messenger, it’s no surprise that 68% of consumers choose messaging as their preferred way to communicate with businesses. Customers are growing more comfortable with sending a message to a business just like they would to their friends and families—it brings an extra degree of convenience and familiarity to the customer experience.
Introducing Zendesk Sunshine
Zendesk Sunshine is an open and flexible CRM platform. Sunshine is built on AWS and lets you seamlessly connect and understand all your customer data—wherever it lives. It’s fast, powerful, and gives you the freedom to build whatever you want.
Help desk vs service desk: what's in a name?
Have you ever overheard people having heated discussions about the differences between help desks, service desks, and IT service management (ITSM)? Surprisingly, we have. Some argue that help desk is an outdated term referring to an IT-centric support capability born in the late 1980s (think mainframes), with little attention to the end user. They may say service desk was coined to describe a new focus on serving end-users in a timely manner.
What's Good: Internal Help Desks
Customers expect a lot from businesses and employees now expect the same. With Zendesk's internal help desks, internal teams can create a consumer-like experience to support employees.
What's Good: Chart Builder Explore
Zendesk Explore's Chart Builder makes it easy for businesses to create their own custom queries and dive deep into data.
Aligning operational metrics with your customer service goals
Keeping an eye on your day-to-day customer service operations means measuring the right metrics—that is, knowing which ones are setting your business up for both immediate and long-term success. Whether your company’s customer service is used as a means to drive overall revenue or is focused on helping customers fully understand your products or services, the tracked metrics should pertain to specific strategies designed to achieve your company’s overall goals.
More than just a rep-the modern customer service job
Today’s companies understand how customer service plays a critical role in their efforts to be “customer-centric”—it’s why many of them invest heavily in the various functions of customer support. By adding an element of customer-centricity to different facets of a business, these companies are changing what a customer service job can be.
How Envoy builds apps 3x faster with a flexible CRM platform
It can be a real struggle to create experiences that meet customer expectations. In today’s world, new apps and channels have made it easier than ever to interact with a company’s brand across platforms and devices. This has generated a never-ending stream of customer data that’s disconnected, especially when building apps that enhance the customer experience.