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Delores Cooper's Avatar

Delores Cooper

Joined Apr 14, 2021

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Last activity Aug 21, 2024

Customer Success

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ACTIVITY OVERVIEW

Latest activity by Delores Cooper

Delores Cooper created a post,

Post Discussion - Success with Zendesk

This month’s Customer Success on demand focuses on the power of self-service and how it can improve your support operations. Our new videos cover an Introduction to Self Service, how you can benefit from self-service, easy ways to promote self-service, best practices for setting up self-service, and helpful tips and tricks for even better self-service. Use these resources to help your customers help themselves, lighten your support load, and make everything run more smoothly. 

 

Customer Success on demand 

Videos this month can be found here and cover the following topics: 

Introduction to self-service

Self-service is a game-changer. It lets customers solve their issues independently, using resources like knowledge bases and automated tools. In this video, we’ll explain what self-service is and guide you on how to implement and promote it to boost customer satisfaction, streamline operations, and cut costs, all while enhancing the overall customer experience. 👍

Benefiting from self-service

In this video, we'll show you the benefits of self-service, including enhanced customer engagement, increased satisfaction and retention, and streamlined operations. ✅

How to structure self-service workflows

In this video, we'll show you how to organize your knowledge base content effectively to meet customer needs. We’ll also guide you on evolving the structure and design of your help center, starting with a simple setup and expanding as your needs grow. 💡

How to promote self-service

In this video, you'll learn how to use Zendesk features like agent signatures, business rules, and automated responses to highlight the value of your help center. Additionally, we’ll show you how to promote relevant articles and content both within and outside of Zendesk to keep self-service resources top of mind. 🧠

Tips and tricks for improved self-service

In this video, we’ll share some tips and tricks for improving your self-service. Learn how to write eye-catching titles, narrow the focus of your content, and fill in knowledge gaps by analyzing search terms. By using these strategies, you can enhance your self-service offerings, ensure customers can easily find the information they need, and provide an excellent customer experience. 🌟

 

More resources for you 

Customer Success Live

Optimize your Help Center to boost agent efficiency and promote faster reply time

Resources from the Zendesk Help Center

The value of self-service

Welcome to Guide for help center

Uplevel your knowledge with Zendesk Training 

As you’re looking to understand how to maintain your Zendesk, we highly recommend taking our free, on-demand training.

 

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

 

Edited Aug 21, 2024 · Delores Cooper

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Delores Cooper created a post,

Post Discussion - Success with Zendesk

This month’s Success with Zendesk release is all about Zendesk and artificial intelligence. AI is the hot new trend in tech, and we’re here to help guide you through all of the exciting things that Zendesk has to offer with it. Here’s a roundup of resources to help you, whether you’re just dipping your toe into the world of AI or you’re an artificial intelligence master! 🤖

 

 

Customer Success on demand

Videos this month can be found here and cover the following topics: 

Getting to know Zendesk AI

This video introduces you to artificial intelligence, the different offerings we have to support AI here at Zendesk, and a few of the benefits you’ll see with it for you and your team. This is the first step you’ll want to take on your AI journey with us! 

How to prepare for AI

AI is having its moment right now, which is super exciting, but it also can be a little overwhelming; this video will help you get started on the right path and ensure you’re set up for success with artificial intelligence in your support organization. You’re going to do great! 

Success with AI

Artificial intelligence can empower you and your team to do many things, and it's no surprise that Zendesk’s AI can do the same! This video will walk you through a few of the ways that Zendesk can help empower and optimize your support team’s workflows, both internally and externally! 

More resources for you - 

Customer Success Live

Chat with our Success team and fellow Zendesk customers in this collaborative setting. A weekly opportunity to learn best practices & tips to strengthen your teams and achieve your goals.

Be sure to register for a Leveraging Advanced AI session with our Customer Success team - Step into the transformative world of AI with our CS Live Session focusing on advanced AI capabilities for service excellence. This session offers an array of practical tips and strategies to harness the power of AI effectively, enhancing customer service interactions and driving increased satisfaction and loyalty. For our US-based customers, register here while our Europe-based customers can register here.

Community events

We have so many exciting events that center around artificial intelligence. Check out those conversations on-demand below.

Uplevel your knowledge with Zendesk Training 

As you’re looking to understand messaging and all that it has to offer, we highly recommend taking our free, on-demand training.

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

Edited Feb 16, 2024 · Delores Cooper

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Delores Cooper created a post,

Post Discussion - Success with Zendesk

The latest topic in this month's Success with Zendesk release is all about Zendesk Messaging – you'll unlock the most value from messaging by understanding how it works, how it's different from Chat, and how to best implement it for your business' workflows. Here's a roundup of resources to help you whether you're just getting started or are looking to improve the way you're using messaging. 🚀

 

Customer Success on demand videos this month can be found here and cover the following topics: 

Get to know Zendesk Messaging:

We're rolling out the red carpet to introduce you to the magic of Zendesk Messaging and all the incredible things you can achieve with it. Trust us; you won't want to miss this!

Chat or messaging? Let's break it down:

Ever wondered about the nitty-gritty differences between Zendesk Chat and Zendesk Messaging? We've got your back! We’ve got a video dedicated to helping you figure out which channel is the perfect match for you and your team. Or read about it here.

Messaging Implementation 101:

Ready to dive into the world of messaging? We're here to prep you and your team for a stellar implementation. Get your game face on!

Uncover the magic: The value behind messaging:

Join us as we explore the incredible value that the messaging platform brings to the table. Spoiler alert: It's a game-changer for your team, your agents, and, most importantly, your customer experience.

Share in the comments how you’ve used messaging!

 

More resources for you —

Uplevel your knowledge with Zendesk Training 

As you’re looking to understand messaging and all that it has to offer, we highly recommend taking our free, on-demand training.

 

Customer Success Live

Chat with our Success team and fellow Zendesk customers in this collaborative setting. A weekly opportunity to learn best practices & tips to strengthen your teams and achieve your goals.

Be sure to register for a Q&A session with our Customer Success team - bring your messaging questions and learn from what other attendees do within their organization when using Zendesk to its full potential! We host an open Q&A session each month! Register here.

 

Community events

Users just like you met to discuss all things messaging. Check out those conversations on-demand below.

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

 

Edited Dec 13, 2023 · Delores Cooper

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Delores Cooper created an article,

ArticleCustomer Success on demand

This video series will:

  • Deepen your understanding of the differences between chat and messaging for agents and end-users.
  • Demonstrate the value of messaging and its impact on the customer experience.
  • Give you the tools you and your team need to successfully implement and scale this channel.

In this video, you'll get an introduction to the messaging platform, what it can do, and how it can benefit your team, your agents, and your customer experience.

Looking to learn more? Check out this resource:

This video discusses the differences between Zendesk Chat and Zendesk Messaging to assist you in deciding which is best for you and your team. 

Looking to learn more? Check out these resources:

In this video, you'll receive a demonstration of the messaging tool and how it works from both the end user and the agent perspectives.

Looking to learn more? Check out this resource:

This video explores bot builder, which is included with Zendesk’s Standard Bot offering, and an integral part of the messaging experience.

Looking to learn more? Check out these resources:

This video walks you through the five steps to a successful implementation of Zendesk Messaging.

Looking to learn more? Check out these resources:

We know there's more to messaging than basic configuration and enabling new features; in this video, we explore the value behind Zendesk Messaging, how to prepare for rollout, and how messaging can help your team provide an end-user experience that your customers expect and deserve.

Looking to learn more? Check out these resources:

Edited Aug 22, 2024 · Delores Cooper

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Delores Cooper created an article,

ArticleCustomer Success on demand

Configuring and managing your Zendesk instance effectively is crucial for delivering outstanding customer support. To kickstart your journey, we've assembled a series of informative videos to equip you with the fundamental knowledge you need. These videos are designed to help new Zendesk administrators understand the basics of Zendesk so that you can confidently navigate, manage, and optimize your account. 

 

Understand the resources you can use to learn about Zendesk, how to access them, and how to get more help when needed. 

 

In this video, you'll learn the foundations of the Zendesk platform, including the types of users you can add and the capabilities each of them has access to.

 

This video explores the three main types of users in Zendesk and their role in managing workflows.

 

Groups and organizations allow you to create specific ticketing workflows. Learn about how these features come together to keep your account organized and efficient.

 

Get to know the Zendesk Marketplace, where you can connect your tech stack for a more seamless agent experience.

 

This video will demonstrate how to automate repetitive manual tasks that your agents must do today using business rules like triggers and automations.

 

Learn how macros can help your team reduce their manual efforts on tickets while saving time and creating consistency across your support processes.

For more information, see these articles:

Edited Oct 27, 2023 · Delores Cooper

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Delores Cooper created a post,

Post Discussion - Success with Zendesk

The blueprint for success

Here is the starting blueprint for all customers that will lead you and your teams to success. Consider these as vital support beams as you build and optimize your business and Zendesk.

Customer Success on Demand

Customer Success on Demand is a video series created by our Customer Success team to share best practices across a wide range of strategic topics in an interactive, human, and bite-sized way.

Customer Success Live

A weekly webinar to learn best practices & tips to strengthen your teams, achieve your goals, and meet with a Customer Success Manager for strategic guidance.

Zendesk Training

Free courses and learning paths for Zendesk Admins are designed to help all learners understand the ins-and-outs of Zendesk so you can run your operations like a well-oiled machine.

Help Center

Got a technical question? Find the answers here. Our Help Center has guides, how-tos, and extensive FAQs. 

Community

Take a hand, lend a hand. A great place to connect with peers and fellow users. Build your Zendesk network. 

Need more support?

Watch the video here to understand how to navigate Zendesk for support or check out the article here.

 

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

Comment below resources that you've found helpful while on your Zendesk journey!

 

 

Edited Oct 23, 2023 · Delores Cooper

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Delores Cooper created a post,

Post Discussion - Success with Zendesk

Attention New Zendesk Admins

Whether your Zendesk instance is brand new or has been the engine behind your customer experience for several years, as a Zendesk Admin it is important to fully understand the power at your fingertips. Continue reading for detailed information on:

  • How to set up your instance to deliver an optimal customer experience
  • How to navigate your way to expert help
  • Simple ways to uplevel your and your team's knowledge & skill set
  • Opportunities to connect directly with our team of Customer Success experts and with other Zendesk customers

Customer Success on Demand

Customer Success on Demand is a video series created by our Customer Success team to share best practices across a wide range of strategic topics in an interactive, human, and bite-sized way.

These videos provide a quick look inside both Zendesk the product and the company. You'll get acquainted with key features that will drive your success and also know where to go when you get stuck.

 

Customer Success Live

Chat with our Success team and fellow Zendesk customers in this collaborative setting. A weekly opportunity to learn best practices & tips to strengthen your teams and achieve your goals.

Take advantage of the upcoming Customer Success Live event. A 45-minute deep dive into the "7 steps to successful implementation". This session is also beneficial for new users entering an established instance who are aiming to understand their landscape and hit the ground running.

 

Uplevel your knowledge with Zendesk Training 

A strong foundation is crucial to your success. We recommend focusing on the following:

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

-- Zendesk Customer Success

Edited Oct 23, 2023 · Delores Cooper

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