Tag Archives: Zendesk

Zendesk Builds Dedicated Customer Engagement Application for Facebook Messenger

PRESS RELEASE: Zendesk announced Zendesk Message, a dedicated application built for businesses to address the unique characteristics of messaging and the growing demand for customer interactions within this channel. Integrated with the Messenger Platform – announced at Facebook’s F8 conference – Zendesk Message combines the power of automated interactions with live support conversations in Messenger to quickly and efficiently assist customers. Continue reading Zendesk Builds Dedicated Customer Engagement Application for Facebook Messenger

Zendesk’s Satisfaction Prediction Brings Machine Learning to the Customer Experience

PRESS RELEASE: Zendesk announced Satisfaction Prediction – the first machine learning and predictive analytics feature for customer satisfaction – Is available to Zendesk customers on the Enterprise plan. Satisfaction Prediction leverages machine learning to predict how likely a ticket is to receive a good or bad rating, helping organisations take action to ensure positive outcomes. Since launching in beta five months ago, Satisfaction Prediction has analysed over 1.82 million customer interactions and has been successfully deployed by businesses globally including Pinterest, Digitec, and Easy Taxi. Continue reading Zendesk’s Satisfaction Prediction Brings Machine Learning to the Customer Experience

Zendesk Simplifies Phone Support with New Voice Offering

PRESS RELEASE: Zendesk announced general availability of Advanced Voice, a significantly enhanced version of its phone support offering, embedded directly into Zendesk’s cloud-based contact centre. Companies can set up Zendesk phone support in minutes without purchasing any extra equipment, and can make or take calls from the same multichannel environment in which they manage all other support channels. Continue reading Zendesk Simplifies Phone Support with New Voice Offering

Zendesk Simplifies Phone Support with New Voice Offering

PRESS RELEASE: Zendesk announced general availability of Advanced Voice, a significantly enhanced version of its phone support offering, embedded directly into Zendesk’s cloud-based contact center. Companies can set up Zendesk phone support in minutes without purchasing any extra equipment, and can make or take calls from the same multichannel environment in which they manage all other support channels. Continue reading Zendesk Simplifies Phone Support with New Voice Offering

Zendesk Apps Marketplace Now Offers LiveOps Telephony Integration

PRESS RELEASE: LiveOps for Zendesk, the company’s newest integration, is now available in the Zendesk Apps Marketplace. This convenient, easy-to-use application combines LiveOps’ telephony capabilities with Zendesk’s cloud-based customer service software platform. Users will not only immediately benefit from increased productivity, but also their customers’ experience through smoother, faster service interactions. Continue reading Zendesk Apps Marketplace Now Offers LiveOps Telephony Integration

Zendesk Acquires the Company Behind BIME Analytics

PRESS RELEASE: Zendesk announced that it has acquired We Are Cloud SAS of Montpellier, France, maker of BIME Analytics software. With the acquisition, Zendesk is expanding its leadership in helping organizations apply a data-driven approach to customer service and engagement and understand the ever-increasing diversity of data about their customers. BIME Analytics will become the core technology powering Zendesk’s customer data platform, enabling Zendesk to further integrate data analytics capabilities across its products. Continue reading Zendesk Acquires the Company Behind BIME Analytics

Zendesk Brings Sixth Sense to Customer Conversations

PRESS RELEASE: Zendesk has announced the launch of Satisfaction Prediction, the first machine learning and predictive analytics feature for customer satisfaction. The feature leverages historical satisfaction survey results to predict conversations at risk of bad customer satisfaction before they occur, allowing organisations to take a data-driven approach to customer service. Continue reading Zendesk Brings Sixth Sense to Customer Conversations

iMovo Signs a Collaboration Agreement with Zendesk

PRESS RELEASE: iMovo, a leader in the Customer Experience Management arena, has recently announced that it has signed an agreement that extends its collaboration with Zendesk Inc., a leading cloud-based customer service software company.
Zendesk provides a customer service platform designed to bring organisations and their customers closer together. Continue reading iMovo Signs a Collaboration Agreement with Zendesk

Lionbridge integrates GeoFluent® machine translation with Zendesk Customer Service Platform to deliver real-time multilingual online support

PRESS RELEASE: Lionbridge Technologies announced that GeoFluent® by Lionbridge is now available via the Zendesk cloud-based customer service platform. GeoFluent is the industry’s only cloud-based, real-time translation platform. By integrating GeoFluent with the Zendesk customer service platform, Lionbridge brings fast, quality translation in multiple languages to thousands of Zendesk customers and simplifies and expedites multilingual customer support ticketing. Continue reading Lionbridge integrates GeoFluent® machine translation with Zendesk Customer Service Platform to deliver real-time multilingual online support

Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction

PRESS RELEASE: Customers who choose live chat for customer service are satisfied a higher percentage of the time than those who call, email, or use social media channels, according to findings of the quarterly Zendesk Benchmark report released today. The report examines the rising popularity of live chat as a customer service channel. Continue reading Zendesk Benchmark: Live Chat Drives Highest Customer Satisfaction

Zendesk Positioned in the Visionaries Quadrant in 2015 Gartner Magic Quadrant

PRESS RELEASE: Zendesk, Inc. was positioned by Gartner, Inc. in the “Visionaries” quadrant of the April 27, 2015 CRM Customer Engagement Center report. The Gartner Magic Quadrant report for Customer Engagement Centers is available at: https://www.zendesk.com/resources/2015-gartner-magic-quadrant-crm Continue reading Zendesk Positioned in the Visionaries Quadrant in 2015 Gartner Magic Quadrant

Zendesk Introduces Zopim Premium Live Chat for Larger Teams

PRESS RELEASE: Zendesk, Inc. announced the launch of Zopim Premium, the most advanced version of its live chat software that enables larger teams to communicate with their customers in real-time and proactively as their organisations grow. The proliferation of online services, mobile apps and devices has led customers to expect more personalised customer service that is available in real-time. In fact, according to Forrester, online chat adoption among U.S. online adults has significantly risen in the last five years – from 38% in 2009 to 43% in 2012 to 58% in 2014.[1] Continue reading Zendesk Introduces Zopim Premium Live Chat for Larger Teams

Zendesk Partners with Facebook® to Power Businesses on Messenger

PRESS RELEASE: Zendesk, Inc. announced a partnership to power Facebook’s new Businesses on Messenger product enabling businesses for the first time to communicate with customers through Facebook’s popular messaging app. Through an integration of its Zopim chat product with Messenger, Zendesk is allowing businesses to provide scalable and responsive customer service to the more than 600 million people worldwide who use Messenger. Continue reading Zendesk Partners with Facebook® to Power Businesses on Messenger

Zendesk Benchmark: How Customer Service Teams Operate Can Matter More than Industry Comparisons

PRESS RELEASE: When it comes to benchmarking customer service teams, operational traits can prove to be a more accurate and relevant point of comparison than common industry classifications. That was the finding of the latest Zendesk Benchmark report released today. Using machine learning techniques to group similar customer service operations, the research also found that support teams fall into four main types that can serve as an alternative to industry benchmarking: relationship builders, masters of complexity, late bloomers and captains of scale. Continue reading Zendesk Benchmark: How Customer Service Teams Operate Can Matter More than Industry Comparisons