Hello Zendesk Community!
Last fall, we announced some changes to the Zendesk customer support experience. The goal of these changes was to serve you in a more personalized and efficient manner. This included delivering automated responses to common questions and leveraging the always-on nature of Messaging to combine the immediacy of live chat with the ability to continue conversations without repeating information. Many of you took the time to share your concerns with us in the comments of that article, as well as in support interactions and in our community. We appreciate all of the feedback we received around this new support experience, and last week we rolled out the first of a series of improvements based on your feedback.
For full transparency, many of you were less than satisfied with the changes we made. Some expressed criticisms that Zendesk doesn’t care about how these changes affect you, your business, or your customers, but we want to assure you that we do. It's important to us that you know how valuable you are and that we do truly care about your overall experience with our products and our business. The changes last fall were always intended to be the first step of an iterative process, and our teams are working very hard behind the scenes to address the concerns you’ve shared with us over these last few months.
I’m pleased to share with all of you the newest changes we’re making to the support experience which include the following:
- Changing how conversations are named in the Messaging widget, to make them more clear and easier to find
- More transparent conversational bot questions
- Estimated wait times, so you have a sense of when you will get a response
- Customer satisfaction survey notifications
More information about these improvements can be found here: We’re continuing to improve your Zendesk Support experience This article will be regularly updated with future improvements.
Our teams are continuously reviewing your feedback and we aim to deliver improvements as a result of that feedback. In the future, if you have feedback or concerns you’d like to share with us around the support experience, you can do so through our official form here: Zendesk customer support experience feedback form
Stay tuned for more changes in the future and again thank you so much for helping make us better at what we do :)
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