CSM Magazine

FEBRUARY 22, 2022

They have a very efficient marketing platform as well called Frontline, through which you can launch surveys & quick polls among your customers – and drive targeted and relevant communication. Spiceworks (help desk and IT community software). Spiceworks is a help desk software that also includes a community of IT experts.

Customer Experience 52

Customer Experience Multi-Channel Social Media CEM 52

Lithium

JUNE 27, 2023

It really is an exciting time for online communities in many ways, but we are just at the beginning of exploring how this technology will impact how we work in communities. At Khoros, we have been hard at work on Aurora, our next generation of online communities. Welcome to the Khoros view on our future with AI!

Technology 52

Technology Metrics Engagement Innovation 52

CSM Magazine

FEBRUARY 12, 2024

Take Zendesk, a powerhouse in helping businesses manage customer questions, requests, and feedback. Moreover, there are many other Zendesk alternatives that are streamlined, efficient, and let customer service teams provide help quickly and effectively – all in one place.

Customer Service 52

Customer Service 2030 Apparel Interaction 52

Kustomer

OCTOBER 12, 2020

Unfortunately, many companies are still relying on ticketing systems like Zendesk, where each new interaction is treated as a separate event handled by different people across a variety of siloed platforms.

Customer Relationships 98

Customer Relationships Brands Contact Center Retail 98

Education Services Group

FEBRUARY 3, 2021

Customer Success as a Service ® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. inSided is the only Customer Success Community platform for SaaS and subscription-based companies. Learn more at esgsuccess.com. About inSided.

Customer Success 52

Customer Success 2009 Webinar Consulting 52

Thematic

DECEMBER 12, 2023

Serato uses Zendesk to manage its numerous support interactions. Thematic's integration with Zendesk paved the way for addressing specific product issues effectively. Some of forms may include: online reviews, social media comments, community discussions. This system allowed gaining some insights.

Feedback 62

Feedback Social Media Banking Insights 62

inSided

JULY 2, 2021

Let’s take a look at what we’ve learned this week and remind ourselves why it's important to have an integration strategy for your community in the first place. On Tuesday , we proudly announced our new Productboard integration and talked about why should you use a customer community to collect feedback. That’s why you need community."

Webinar 52

Webinar Article Connections Feedback 52

ShepHyken

DECEMBER 10, 2018

Business 2 Community) Customer satisfaction is a great way to boost your business and if you have never considered it a priority, it is never too late to begin. Startup right in 2019: how to set up your customer experience for success by Zendesk. I have added my comment about each article and would like to hear what you think too.

Article 92

Article 2018 Customer Service 2019 92

TechSee

OCTOBER 9, 2018

Create a cohesive community where Millennials can connect and assist each other. There are a wide range of solutions on the market that offer agents an integrated dashboard that puts access to customer data at their fingertips, such as Salesforce , Zoho , and Zendesk. Visual engagement.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Lumoa

APRIL 28, 2024

Customer Support and Community When you are using software, you want there to be great and easily accessible customer support in case something goes wrong. Lumoa also easily integrated with their existing tools such as Zendesk. Lumoa adheres to GDPR guidelines and has their servers hosted in Western Europe. Read the full story.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Method:CRM

MARCH 20, 2023

Customer portal solutions build customer engagement through: A direct, ongoing line of communication to your support team. Online community forums for customers to share thoughts and help each other. Zendesk Image credit: Zendesk Zendesk Suite is a software package offering a range of CRM tools, including customer portals.

Document 52

Document Poor Customer Service Customers Management 52

Method:CRM

MARCH 20, 2023

Customer portal solutions build customer engagement through: A direct, ongoing line of communication to your support team. Online community forums for customers to share thoughts and help each other. Zendesk Image credit: Zendesk Zendesk Suite is a software package offering a range of CRM tools, including customer portals.

Document 52

Document Poor Customer Service Customers Management 52

Kustomer

FEBRUARY 11, 2024

Zendesk is, without any doubt, a powerhouse customer service platform. After being acquired by a consortium of private equity firms for $10B, Zendesk is one of the most well-known customer service solutions on the market — but being popular doesn’t make it right for everyone. Reduce response time and ticket resolution time.

Multi-Channel 98

Multi-Channel E-support E Commerce Omnichannel 98

Gainsight

MARCH 25, 2020

In these situations, our customers use Journey Orchestorator’s “Call API” functionality to send an SMS and/or create an alert in Zendesk and/or notify certain teams on Slack. I am personally hosting a virtual breakfast with Customer Success Managers in the broader community to learn from each other as a community so we can all improve.

Communication 143

Communication Fashion Financial Hospitality 143

Gainsight

AUGUST 18, 2022

Pulse , Gainsight’s annual conference, offers inspiring, strategic discussions for Customer, Product, and Community professionals. Highlights of capabilities that were demonstrated on stage as part of Nucleus included: Community content. But, it’s not just a place to think about the big ideas. Product documentation. Thought leadership.

E-support 52

E-support Document Demo Leadership 52

BirdEye

OCTOBER 11, 2023

Zendesk reports that 50% of consumers will switch to a competitor after one bad experience. Here are several statistics that will help you better understand the state of insurance customer experience: According to IBM , 85% of insurers prioritize customer experience throughout the journey.

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

Talkdesk

OCTOBER 9, 2017

Mike Zinne, VP of Customer Experience, Zendesk. For us at Zendesk, we started with a drive-by model. We focus on making it easy for customers to work with and get up and running very quickly and easily so that they don’t need a lot of help initially to get great value out of the software.” – Mike, Zendesk.

2017 40

2017 Chief Customer Officer Metrics Customer Centricity 40

ShepHyken

AUGUST 19, 2016

For small software companies, many help desk softwares like Zendesk or Groove allow you to do this very easily on your own. Community Forums. Community forums are a great resource for collecting common customer issues, cataloging them, and updating your FAQ database.

Blog 89

Blog E Commerce E-support Call Center 89

GetFeedback

AUGUST 16, 2018

The Customer Effort Score (CES) has been gaining attention in the support community for years because it focuses on the entire support experience—start to finish—rather than individual interactions. According to Zendesk , travel and tourism industries report higher customer happiness than social media companies because of a faster FRT.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Gainsight

JANUARY 18, 2021

How Product Teams Can use Their Community To Close The Customer Feedback Loop. Zendesk EVP of Product ( Watch the webinar recording or read the blog summary ). Product Experience + Customer Success: Better Together ( Watch the webinar recording ). Customer Success and Product Experience – Better Together, Now More Than Ever.

2021 52

2021 Webinar 2020 Blog 52

Gainsight

DECEMBER 8, 2022

Ometria introduced more digital-led touchpoints leveraging Zendesk adjacent to Support creating a Success Hub for its tech touch customers with the intention of strategic guidance, enablement materials, and quarterly product roadmap materials hosted there. .

Customer Success 52

Customer Success Roadmap Touchpoint Customers 52

CSM Magazine

JULY 2, 2020

These are first translated by sophisticated Neural Machine Translation, and then the global Unbabel community of human translators double-check the results to ensure accuracy and emotionally intelligent customer support. The opportunity for the tech industry. Edmund also has 10 years of experience scaling SaaS companies such as Yammer.

Travel 98

Travel Entertainment Hospitality Customer Service 98

Natalie Petouhof

FEBRUARY 4, 2016

announced the latest release of its industry-leading internal and external community solutions , including a bold and beautiful redesign of its entire product portfolio. This builds on Jive’s broad portfolio of deeply integrated applications including Zendesk. Tweet Jive Software, Inc. drnatalie Petouhoff, VP and Principal Analyst.

Interaction 40

Interaction Events Customers User Experience 40

Education Services Group

JANUARY 25, 2023

And to that end, I think we’ve already got these data collection mechanisms in our company, like Zendesk or Freshdesk or ServiceNow, whatever you’re using for ticketing is a database with structured information in it that can be analyzed right out of the box. And I don’t think we’re talking about that in this community.

Webinar 52

Webinar Sales Customer Success Insights 52

Elevio

OCTOBER 9, 2018

For millions of Americans, sport is at the heart of their communities. Tourney Machine had been using Zendesk for their support content, but, as Grace explained, “The biggest pain point was trying to direct people to an external support center. It’s really important to us that we’re creating knowledgeable customers,” she says.

Sports 69

Sports 2008 2019 2017 69

SurveySensum

AUGUST 10, 2023

Community Discussion Forums: Foster a community of customers who can share their experiences, offer solutions, and provide peer-to-peer support. According to the article by Zendesk on self-service, 67% of customers prefer self-service over speaking to a service rep.

Effort Score 52

Effort Score Loyalty Touchpoint Demo 52

CustomerSuccessBox

APRIL 11, 2019

Some of the support tools you could look at are Intercom , Zendesk and Freshworks. Level 5: NPS + Surveys + Session Recording + Analytics + Community + Customer Advocacy + Customer Success + Subscription Management + Support + CRM. << For example, no ticket raised could be a sign of no product usage.

Customer Success 80

Customer Success Customers Technology NPS 80

SurveySensum

MARCH 25, 2024

Show Me a Demo – Zendesk Type of exit-intent popup : The “Show Me a Demo” Popup used by Zendesk is an engagement-based exit-intent popup. It prompts users to join their community or membership program before leaving the website.

2024 52

2024 Demo Download User Experience 52

Talkdesk

SEPTEMBER 5, 2017

OTG Consulting has set a standard for trustworthiness and excellence and it’s definitely an honor to be including in the offering for their customers and their community.”. For further information about Talkdesk, visit otgconsulting.net. To learn more about Talkdesk’s industry-leading call center software, visit www.talkdesk.com.

Contact Center 40

Contact Center Consulting Call Center Download 40

Talkdesk

MARCH 24, 2021

Implementing a cloud contact center solution has also brought new functionalities to improve Root’s operations, including: Integration with Zendesk to automatically generate tickets and tags. The results are personalized car insurance for good drivers, better rates, and a seamless mobile app experience.

Insurance 53

Insurance Contact Center Multi-Channel Automotive 53

SurveySensum

JANUARY 24, 2024

Whether they come from customer support tickets, emails, community forums, etc, gather and organize them in one dedicated space. Inform sales and marketing when a feature is planned for launch enabling them to align their communication strategies, create targeted campaigns, and be prepared to address customer inquiries effectively.

Roadmap 52

Roadmap Feedback Demo Customers 52

Kustomer

FEBRUARY 6, 2024

While support levels are more limited compared to enterprise solutions, they often include various online materials, community forums, and standard customer service channels. Kustomer Zendesk Freshdesk Salesforce Service Cloud Jira Service Desk SolarWinds Service Desk Service Now Zoho Desk Happy Fox Help Scout 1.

2024 98

2024 Multi-Channel Omnichannel E-support 98

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. The coffee chain encourages customers to feel like they belong by making them part of the Starbucks community. Probably not.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Survicate

APRIL 3, 2018

Among many other branded communities that are available, HubSpot User Groups are a true phenomenon. While this type of communities started over a hundred years ago, their boom was in the 1980s and 1990s. A new era came with the Internet, but still, most of the communities failed. HUGs started organically, by HubSpot customers.

Events 61

Events Workshop Presentation Sales 61

Help Scout

APRIL 27, 2021

In the meantime, consider joining a customer service community like Support Driven. The four C’s of cherry-picking by Dave Dyson at Zendesk. Write down a few thoughtful questions that you can ask during your interview. Our customer service interview questions are a handy way to think through potential answers.

Customer Service 91

Customer Service Document Customers Books 91

SmartKarrot

APRIL 16, 2020

Apply here: [link] Role: Customer Success Consultant, Benelux Location: Amsterdam, Netherlands Organization: Zendesk This is a growth headcount position to join the Customer Success team based in Amsterdam or Copenhagen office focusing on their customer accounts in the Emerging market territories.

Customer Success 8

Customer Success Consulting Multi-Channel Chief Customer Officer 8

Customer Guru

AUGUST 21, 2018

He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. Currently, she is an independent CX consultant and her clientele includes prominent brands such as ABN AMRO, Zendesk, and Amadeus. John Formica Follow @JohnFormica. Pamela Herrmann Follow @PamHerrmann.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115