You’re at your desk when you overhear two fellow support agents debating the difference between customer service and customer experience. They ask you for your take, and your palms turn sweaty—you have no idea how they’re different. Many support agents use customer experience and customer service interchangeably, but the two terms do not mean the same thing. Understanding the difference between them is critical. Why?

Here are the newest integrations from Zendesk to help your team provide great experiences.

Imagine you open your computer one morning to find a deluge of emails and phone calls, but you have no system in place for fielding them all. You may feel overwhelmed or stressed, and you might even start to doubt your capabilities. For HR team members, this situation isn’t out of the ordinary. They receive dozens of requests—if not more—from company employees each day. An HR help desk is the solution for navigating these numerous requests.

Your customer service framework is like the instructions manual for building some flat-pack furniture. Without directions, you’re guessing how your new desk goes together. Likewise, your support team will improvise how best to respond to incoming customer queries if they don’t have a guiding framework – which can lead to long delays and inconsistent customer experiences. A framework is useful for clarifying how, when, and why you provide the type of service you do. It maps out.

There are significant, long-term implications for how IT is managed and supported. Providing a fully integrated view across end-points, cloud, networking and applications in a hybrid deployment model has become critical for the service desk and the companies they support. While there are myriad variables that need to be addressed, for purposes of brevity we are going to focus on three that are likely to be critical in moving the needle for enterprises adopting a hybrid model.

People love to gather in groups and discuss the topics they’re most interested in, whether it’s in person or online. That’s why so many consumers turn to community forums when they need information or support from their favorite brands. These online platforms are where users can come to ask questions, enter into debates, share knowledge, and discuss topics of common interest. In many cases, users can get information about how a product works or ask questions about specific features.