고객 지원 업무에 로봇 활용—발전하는 인공지능(AI)과 상담원 관계
인공지능으로 지원되는 자동화로 상담원에게 큰 영향을 줄 수 있습니다. 다음은 생산성 및 상담원 만족도 향상을 위한 기술 활용과 새로운 워크플로 구현 시 염두에 두어야 할 몇 가지 사항입니다.
Mix it up: rotating customer support jobs
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
How customer service agents can think like memory athletes
In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about
What to Say to Defuse Even the Worst Customer Situations: Q&A with Rich Gallagher
Rich Gallagher will be joining Zendesk for a live webinar on May 22nd We talked with Rich about what hes learned about how agents and managers communicate with customers and with each other
3 Keys to Building a Kindness Revolution: Q&A with Ed Horrell
Ed Horrell will be joining Zendesk for a live webinar on April 22nd. We talked with Ed about what hes learned about the customer experience from some of the worlds most-loved brands.
Scaling Customer Service: 5 Secrets from Airbnb
A solid relationship with your customers is a lot like a romantic relationship. There are many stages, and each stage is very important
Tip of the Week: Tracking Requester Language by Email
Now that Zendesk has rolled out our new language capabilities with our Dynamic Content feature, its much easier to identify your customers’ languages and provide support in their preferred language. For the time being, were able to detect browser settings, but automatic language detection in email is still in beta. (To participate, fill out this […]
Share Support Tickets Across Multiple Zendesk Accounts With Our Ticket Sharing Feature
Companies don’t work in a vacuum. They rely on partnerships, vendors, suppliers – a whole network of other companies – in order to get their work done and stay competitive and successful. This interconnection often affects a company’s customer support issues as well. A customer asks a question of one business, but the answer could […]
Tip of the Week: Email Support for Two Different Products
It is a common scenario for one company to produce more than one product – a software company with three different apps for instance; or a print shop that sells its products to two distinct audiences. In these cases, it can be helpful to keep the support experience for your customers specific, not to your […]
Tip of the Week: Escalating Your Tickets With Groups
Please visit this article for the most up to date version of this tip: Escalating Your Tickets with Groups At Zendesk, our customer advocates follow a basic ITIL workflow based on escalation. One of the goals when following ITIL is to streamline the communication channel. To accomplish this, a framework is set up so that […]