The terms service desk and help desk are often used interchangeably, and it’s easy to see why. Service and help are synonyms after all, and the goal of both desks is to resolve issues and restore normality as quickly as possible. But each desk has a distinct role. Unlike a help desk, a service desk is an IT function that traditionally supports a business’s technology infrastructure. Instead of helping customers, service desks support employees.
Customers expect a lot from support teams, especially when it comes to speed. In our 2020 Zendesk Customer Experience Trends Report, people rated quick resolution time as the top factor in good customer experience. To meet customers’ demands for fast resolution times, agents and support reps need to adopt ticketing system best practices that drive consistent, excellent service.
Whether you’re an employee struggling to connect to the company VPN or a customer troubleshooting a product bug, there’s nothing more frustrating than not being able to get help from a business when you need it. In a time-challenged world, both customers and employees expect seamless support experiences that make them feel valued. A help desk is an often-overlooked cornerstone of a great customer service experience, internal or external.
We live in a mobile-first world, and the ecosystem of applications on our phones is a testament to that. In 2019, there were 204 billion app downloads worldwide, nearly double the amount of downloads in 2016. People use apps for everything from groceries and banking to dating and gaming. Despite the fact that apps are everywhere, many companies still struggle with whether or not to create an app for their brand or product.
Zendesk is named a leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center. Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for interacting and engaging with their customers.
Content management and knowledge management are often used interchangeably. But distinguishing between the two is necessary for any business that wants to use both to streamline internal operations and establish consistency in their message.
The way we interact with the world around us has changed over the last decade. We use our mobile devices to shop, read the news, and connect with friends and family. So it’s more important than ever for businesses to have a strategy for mobile customer engagement. According to the Zendesk State of Messaging Report 2020, 70% of all customer interactions will involve emerging tools like chatbots, machine learning, and mobile messaging by 2022, up from 15% in 2018.
Frost & Sullivan named Zendesk as a recipient of its 2020 North American Omnichannel Digital Customer Engagement Competitive Strategy Innovation and Leadership award. Every year, Frost & Sullivan presents Best Practices Awards to companies that inspire growth, leadership, and innovation through differentiation that is predicted to transform their industries in the near future.
In tumultuous times, you may be inclined to pull back on customer communications. After all, if you knew a friend were sick or an employee had just lost a loved one, could you be sure of the best way to reach out, or if you should reach out at all? But what are the rules if the whole world is experiencing a crisis? You may be wondering if sending a survey to your customers means bothering them at a sensitive time.
In an increasingly mobile-centric world, more and more consumers are using apps. In 2019 alone, 204 billion mobile apps were downloaded worldwide — a 45% increase from 2016. In response, companies are scrambling to serve their customers on mobile. With so many businesses hopping on this bandwagon, it’s no longer enough just to create an app. Companies also have to create an engaging, user-friendly mobile experience.
