Any good product manager will tell you that a big part of their job is forming a deep understanding of customer needs. User idea suggestion portals are a helpful tool in doing that, but they might not be the best (or only) one for the job. What Are Idea Portals And How Do They Work?…
Zendesk is an extremely powerful platform, but sometimes it can be hard to know exactly what people are talking about in your tickets, especially if you have hundreds of them — or even hundreds of thousands. Tagging lets you make sense of all that incoming information and take action for your customers. Whether you go…
Every chat conversation your customer service team has leaves a trail of valuable data around the issues your customers have experienced and their feature requests, questions, and concerns. If your contact center has been using chat as a customer service channel for any length of time, you have most likely accumulated a lot of this…
Accurately tagging your customer interactions in Zendesk is more important than you think. Learn more about how and why tagging customer conversations matters.
Customer support teams can get a bad rap. As a contact center leader, you need to break down stereotypes and getting your teams the respect they deserve.
Customer chats are filled with insights into what your customers want and the problems they might be having. But if your agents aren’t tagging these conversations for analysis and action, you aren’t getting the full value out of your chat software. What is Conversation Tagging? Tagging is the process of assigning meaningful labels to your…
Chat for customer support was starting to trend before the pandemic. But as it wore on, customers took an even bigger interest, and live chat tickets surged by 50%. Today, according to Zendesk, support teams that have the fastest resolution times and highest CSAT ratings are 42 percent more likely to be messaging with their…
Chat is a powerful tool for business growth, allowing businesses to communicate directly with their customers. It means you can quickly and easily offer customer support, engage with users, and use it for lead generation. Chat lets agents communicate directly with customers, as well as track and solve questions and issues. It can build a…
Companies talk to customers every day via a wide range of channels from customer support, sales, and research interviews to surveys, reviews, and social media. All these interactions leave trails of valuable information — which you can mine for important customer insights. To understand underlying themes around customer needs and wants, it’s time to start…
WEBINAR
Are you ready for AI?
Wednesday, April 17, 2024 at 11:00 AM EDT