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Ready to launch an AI agent that customers and agents can rely on? Join us for our upcoming webinar, where we'll dive into the step-by-step process of setting up an AI Agent that can instantly, accurately, and reliably resolve customer issues. On Sept 19, we'll cover how to: — Prepare your Zendesk help center and train your AI Agent — Set up guided answers for complex customer inquiries — Ensure customers receive the right help at the right time — Analyze and improve AI performance for better results — Enable support reps with an AI assistant inside Zendesk Register now to see how other support teams are using AI Agents to enhance their customer experience and lower ticket volume. #CustomerSupport #AI #Zendesk

How can you empower your customer service team to do their best work? We asked many leaders this question—Check out their answers below. For more CS leader advice, check out the entire Customer Service Leader Playbook: https://lnkd.in/dbiXCS7P CC: Rob Scuteri, Roman Trebon, Joshua Tye, Michael Pace, Alexis Fogel, Artem Ignatenko, and Burgoyne Hughes

Tomorrow's the day! Join us at 11 am ET for a webinar on automating Zendesk support operations. During the webinar, you'll learn how to: — Give agents all the information they need right in Zendesk — Eliminate manual steps in agents’ workflows — Resolve more issues before they become tickets — Measure ROI and improve There’s still time to register—secure your spot now: https://lnkd.in/ey2zM7ia #CustomerService #Zendesk #Automation

Do your agents spend too much time on manual tasks in Zendesk? Join our webinar on August 1st at 11am ET to learn how automation can streamline your support operations. Alexis Fogel and Alex Friend will answer key questions, including: — How can agents get the information they need without switching tabs? — What are the best ways to automate agent workflows? — Where are the right places to add more automation? — How can AI help resolve issues before they become tickets? Don’t miss out on these insights. Save your spot today: https://lnkd.in/ey2zM7ia Do you have specific questions about Zendesk automation? Submit them when you register, and we’ll cover them during the webinar. #CustomerService #Zendesk #Automation

I'm so thankful to have spoken to so many fantastic knowledge managers recently about how to improve customer and agent experiences. In my latest article, I delve into the top three priorities that they identified as crucial for driving an exceptional customer experience. These insights are grounded in real-world practices and experiences, making them incredibly actionable and relevant. Key Highlights: 1. Improving Self-Service and AI Knowledge 2. Maximizing Support Agent Efficiency 3. Aligning with Support Department Goals Dive into the full article here: https://lnkd.in/dDBEd7F4 Let's keep the conversation going! I'd love to hear your thoughts and experiences in the comments. #CustomerExperience #KnowledgeManagement #CustomerSupport

How can you align global support teams? Alexandre Marrot shared a few of his ideas in our Customer Service Leader Playbook. Download your copy: https://lnkd.in/dbiXCS7P

How do great knowledge managers keep their help content up-to-date and relevant? ✅ They make knowledge maintenance a team effort. ✅ They avoid documenting everything. Instead, they focus on frequently needed knowledge. ✅ They use a modular KMS that enables updates to be made in one place. For more knowledge management advice, check out the whole CX Knowledge Manager Playbook: https://lnkd.in/eMZYY6wf CC: Jelena Stosic Evan Pitonzo Nicole Dufresne, PMP Anna Udziela-Macha Olivia Overstreet Katarzyna Wagner Fabrizio Vena

Join Alexis Fogel and Alex Friend for our next webinar on optimizing your Zendesk operations with automation. You'll learn how to: · Provide agents with essential information right in Zendesk. · Streamline workflows by eliminating manual steps. · Identify areas for further automation. · Resolve more issues before they become tickets with an AI agent. We can't wait to see you there! #Zendesk #ZendeskAutomation #CustomerService

Have you downloaded our CX Knowledge Manager Playbook yet? If not, you're missing out on over 70 strategies to revolutionize your help content approach. Featuring insights from 12 top knowledge managers, this playbook covers everything from AI-powered self-service to maximizing agent efficiency and aligning with support goals. Don’t miss out! Download your copy today: https://lnkd.in/eMZYY6wf #KnowledgeManagement #CustomerExperience #AI

Our CX Knowledge Manager Playbook is officially live! With AI and automation on the rise and customer expectations skyrocketing, having up-to-date, easily accessible knowledge is crucial for both self-service and agent assistance. That’s why we created the CX Knowledge Manager Playbook. This playbook features over 70 strategies to revolutionize your help content approach. Our conversations revealed three clear priorities among this diverse group of knowledge managers—get your copy for more: https://lnkd.in/eMZYY6wf 1) Improve Self-Service and AI Knowledge “This year, we’ll focus more on building a solid customer-facing knowledge base and creating processes to drive the improvement and freshness of our content. This body of content will set a foundation for integrating AI tools across the Compass platform to make help more easily accessible.” - Evan Pitonzo, Manager, Knowledge Management at Compass 2) Maximize Support Agent Efficiency “AI has changed how we find and consume knowledge. This year, we launched a couple of AI features within our internal knowledge base, including generative AI, which has changed how we present knowledge to agents. We’re able to drill down into more concise answers.” - Sarah Regner, Senior Manager, Operations & Business Systems at Checkr 3) Align with Support Departmental Goals “Incorporating knowledge into key support metrics, like handle time, is important to getting leadership buy-in. This helps us obtain more resources to improve our KM strategy. Reducing handle time is also important for the agent experience.” - Olivia Overstreet, Content Lead at Cash App We hope you find the insights in this playbook valuable. What are your top knowledge management priorities? A big thank you to all our contributors for sharing their expertise and insights! Marjorie Etter, Christianne Beasley, MLS, Evan Pitonzo, Fabrizio Vena, Jelena Stosic, Milika Freeland, M.Sc., MBA, Nicole Dufresne, PMP, Olivia Overstreet, Sarah Regner, PMP, PMI-ACP, Clare S., Katarzyna Wagner, and Anna Udziela-Macha #KnowledgeManagement #CustomerExperience #AI