News & Updates - Page 18 of 22

Help Desk Introducing

July 25, 2017

Basic characteristics Help desk software automates customer services in diverse ways. It typically consists of at least three parts. These include Ticket Management, Automation Suite, and Reporting/Optimization. Help desk software has a point of contact for customers to send their queries and a ticketing system that tracks and organizes issues for faster resolution. It may also have a feature that aggregates and organizes queries and answers into a knowledge base, such as FAQs or guide articles. The software can have multiple points of contact, working dashboard, and analytics section. It may also have a feature that allows agents to...

TOUR THE INTERNATIONAL SPACE STATION WITH GOOGLE STREET VIEW

July 24, 2017

The search engine on Thursday announced that anyone can now see inside the ISS using its popular map tool, Street View. Launched in 2007, the technology feature in Google Maps and Google Earth provides 360-degree views from different positions—previously limited to streets around the world. For the first time ever, Google has extended the feature into outer space. Users can poke through 15 parts of the ISS. Tiny dots within the images allow users to launch notes that explain specific functions. In the “Pirs, Docking Compartment 1,” for example, clicking on the description for the “Orlan Spacesuite” explains that the accessory is...

5 best practices for designing a knowledge base

July 14, 2017

As of late, customers are expressing their strong, independent selves by helping themselves and solving problems on their own. In fact, 90% of consumers expect a brand or organization to offer a self-service customer support portal for just this reason. However, simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. If your knowledge base design is lackluster, it could make for a poor impression. When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read...

Keeping your company data safe with new security updates to Gmail

July 13, 2017

Keeping company data secure is priority one, and that starts with protecting the tools that your employees use every day. We’re constantly adding security features to help businesses stay ahead of potential threats, and are excited to announce new security features for Gmail customers, including early phishing detection using machine learning, click-time warnings for malicious links, unintended external reply warnings and built-in defenses against new threats. New machine learning models in Gmail to block phishing Machine learning helps Gmail block sneaky spam and phishing messages from showing up in your inbox with over 99.9 percent accuracy. This is huge,...

See the customer journey more clearly: Introducing the Pathfinder app

July 5, 2017

Imagine you’re a customer in need of help. Perhaps, you wanted to learn more about Zendesk’s Insights feature (as one example). Your first step might be to search our Help Center and check out one of our articles about Insights. But, that might not be the information you’re looking for. A second step then, might be to also check a forum about the Insights dashboard on the Zendesk Community. However, the forum doesn’t cover your issue. Finally, you reach out to a Zendesk support advocate for help. In some support situations, the advocate might suggest that you read Help Center articles...

Trivago’s Support Experiences

July 3, 2017

At trivago, more than 950 employees are focused on driving innovation across both the company’s hotel metasearch and marketing solutions by challenging the industry’s status-quo. Since 2005, trivago has been one of the fastest growing internet companies within the travel technology sector. Today, it’s the world’s largest hotel metasearch company. Every month, over 120 million travelers use trivago to find their ideal hotel for the lowest possible rate by comparing prices from more than a million hotels. To provide travelers with the level of detail they need when searching for hotels online, trivago realized they needed to build close relationships with...

What’s your type? 4 types of customer service operations

June 30, 2017

“Actions speak louder than words,” right? How you behave means more than what you say or what you look like. Turns out, this applies not just to people, but to sales, marketing, social media, and especially customer service management. In our latest Zendesk Benchmark report (released today), we decided to explore this idea by taking the time to look beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate classification for benchmarking customer service performance. The four types of customer service organizations Using a cluster analysis process, we grouped customer service...

G Suite gains traction in the enterprise

June 30, 2017

Google’s G Suite business (Google Workspace) is gaining enormous traction among enterprise users. G Suite usage has more than doubled in the past year among large business customers. Today, there are more than 3 million paying companies that use G Suite. G Suite’s Gmail is already not used as input for ads personalization, and Google has decided to follow suit later this year in our free consumer Gmail service. Consumer Gmail content will not be used or scanned for any ads personalization after this change. This decision brings Gmail ads in line with how we personalize ads for other Google...

FAQ-page design: Be savvy about self-service

June 29, 2017

FAQ-page design: Be savvy about self-service Wonderful conversation makes the world go ‘round, and we’ve heard your support agents are pretty wonderful to talk to. But self-service is gaining steam—in fact, one Zendesk survey found that 67 percent of respondents actually prefer it, and 91 percent would use a knowledge center if it met their needs. At the heart of a sterling self-service offering? A killer FAQ page. Customers who’d rather help themselves will greet a well-designed FAQ page as a useful tool—and a welcome relief. With fewer tickets for agents to address, it’s aso a boon for efficiency...

News & Update

Help Desk Introducing

TOUR THE INTERNATIONAL SPACE STATION WITH GOOGLE STREET VIEW

5 best practices for designing a knowledge base

Keeping your company data safe with new security updates to Gmail

See the customer journey more clearly: Introducing the Pathfinder app

Trivago’s Support Experiences

What’s your type? 4 types of customer service operations

G Suite gains traction in the enterprise

FAQ-page design: Be savvy about self-service

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