Zendesk Updates for Agents
Posted: Wed Dec 11, 2024 4:04 am
This new integration within Zendesk further aligns your sales and support teams.
A next-level user experience
Zendesk already works seamlessly across multiple channels with a single interface per ticket, always aiming to evolve and improve the user experience. The stockholder phone number data software is always undergoing tweaks driven by Zendesk’s commitment to maintaining quality.
The most recent updates have been made based on feedback from users themselves and we would like to highlight the following:
Zendesk Support
Multiple Group Views – Views can now be managed across multiple groups, meaning tickets can be shared and information disseminated more effectively.
SalesForce Integration – This new integration within Zendesk further aligns your sales and support teams. Improved accessibility to customer information and better visualization of support activities between Salesforce and Zendesk create a more unified workspace. They facilitate communication between teams and present a consistent, connected response to your customers.
Collaboration Add-Ons – Nothing is more frustrating for a customer than being handed off between agents and departments trying to resolve an issue. Agents need specific expertise to be most efficient, and Zendesk’s new collaboration tools deliver. With side conversations and access to Light Agents, each agent can get the information they need from others while still being the single point of contact with the customer. This allows the initial sales agent to get the perfect answer to resolve the query – an invaluable asset to customer satisfaction and retention.
Zendesk Guide
Some very important new features have been added in the Help Center keeping in mind the ongoing user experience of the agents.
Content prompts – This increases agility by helping users retain what is productive and relevant to them, while archiving extraneous material.
Enables an up-to-date and targeted knowledge base by cutting through the “noise” and focusing on effective content, removing old draft items, and streamlining workflow.
User permissions – which are defined by user segments, are applied to articles to define viewing permissions. In this way, administration permissions can be built and applied to articles, defining the agent’s editing and publishing permissions. It represents an additional layer of security and a defense against inadvertent and inexpert editing and publishing.
A next-level user experience
Zendesk already works seamlessly across multiple channels with a single interface per ticket, always aiming to evolve and improve the user experience. The stockholder phone number data software is always undergoing tweaks driven by Zendesk’s commitment to maintaining quality.
The most recent updates have been made based on feedback from users themselves and we would like to highlight the following:
Zendesk Support
Multiple Group Views – Views can now be managed across multiple groups, meaning tickets can be shared and information disseminated more effectively.
SalesForce Integration – This new integration within Zendesk further aligns your sales and support teams. Improved accessibility to customer information and better visualization of support activities between Salesforce and Zendesk create a more unified workspace. They facilitate communication between teams and present a consistent, connected response to your customers.
Collaboration Add-Ons – Nothing is more frustrating for a customer than being handed off between agents and departments trying to resolve an issue. Agents need specific expertise to be most efficient, and Zendesk’s new collaboration tools deliver. With side conversations and access to Light Agents, each agent can get the information they need from others while still being the single point of contact with the customer. This allows the initial sales agent to get the perfect answer to resolve the query – an invaluable asset to customer satisfaction and retention.
Zendesk Guide
Some very important new features have been added in the Help Center keeping in mind the ongoing user experience of the agents.
Content prompts – This increases agility by helping users retain what is productive and relevant to them, while archiving extraneous material.
Enables an up-to-date and targeted knowledge base by cutting through the “noise” and focusing on effective content, removing old draft items, and streamlining workflow.
User permissions – which are defined by user segments, are applied to articles to define viewing permissions. In this way, administration permissions can be built and applied to articles, defining the agent’s editing and publishing permissions. It represents an additional layer of security and a defense against inadvertent and inexpert editing and publishing.