Why AI agents mark a massive change in CX
Autonomous AI agents will be the new first point of contact in CX – instantly ready-to-go and capable of resolving the vast majority of customer issues.
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The new era of AI-powered Workforce Engagement Management
Discover the latest releases for Zendesk QA and WFM and how they can elevate your customer service operations.
The customer experience jackpot: how Zendesk is winning big with AI
Learn about the features announced at Relate 2024 to see what Zendesk promises for future customer and employee engagement.
What's new in Zendesk Workforce Management (WFM)
Last year, Zendesk acquired Tymeshift, which has now officially been rebranded as Zendesk Workforce Management (WFM). Zendesk WFM is the most efficient solution for agent management within Zendesk, leveraging AI to predict staffing needs with precision, automating agent scheduling based on these projects and providing insightful real-time and historical analytics on team performance.
Introducing the world's most complete CX solution for the AI era
Zendesk was founded on the belief that CX could be better, bringing a beautifully simple, easy-to-use solution to the legacy world of expensive call centre technology. Nearly two decades later, we’re here to disrupt the industry once again – this time with AI.
Human customer service: how to harness AI to enhance customer relationships
Great customer experiences are about making personal connections. Discover why human customer service is important and how you can use AI to enhance it.
Zendesk + Ultimate: Setting a new standard of service with AI agents
Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. The latest CX Trends data shows that unprecedented demand for AI is driving up the speed and frequency of customer engagement. In this new era of AI-powered CX, AI agents can push beyond traditional bot capabilities to help brands transform service into a competitive advantage.
Travel chatbots: Top examples that travelers and businesses love
How are travel companies performing today when it comes to support? In a recent experiment covered by NASDAQ, customer service quality was tested and measured across 3,000 of the top global travel and hospitality brands worldwide. Let’s just say there’s lots of room for improvement. To remove stress and surprise and delight customers with effortless experiences, companies are adopting AI-powered travel chatbots to engage with guests at every step of the customer journey.
Four examples of world-class customer experience design
Companies are increasingly trying to promote customer experience into a key selling point. And for good reason—the Zendesk Customer Experience Trends Report 2021 found that 75 percent of customers will pay a premium to buy from brands that provide a great customer experience. Exceptional customer experiences require exceptional customer experience design. But what does that customer design really look like?
Small companies got faster at solving customer issues last year-here's how
When a customer has an issue, all they want to do is solve it—quickly. In fact, 73 percent of customers say that speedy resolutions sit at the very top of their priority list. This should have companies paying attention. Why? Good support experiences have become critical drivers of customer loyalty and spend. Getting faster answers for customers often means scaling resources. But for smaller companies, adding new agents or technologies can be a tall order.