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Showing posts from September, 2022

How Zendesk Intelligent Triage steps up the customer service game

The News On September 14, 2022, Zendesk announced the release of its new customer sentiment and intent functionality: Intelligent Triage and Smart Assist . These new AI based solutions shall “ enable businesses to triage customer support requests automatically and access valuable data at scale. Intelligent Triage and Smart Assist are the next step in Zendesk’s vision to create accessible CX AI for companies of all sizes. The technology uses proprietary industry expertise and insights from trillions of customer data points and applies a vertical lens. This creates models custom to each business capable of identifying the intent, language and sentiment of each customer interaction. This unique approach to applying machine learning creates more personalized and informed interactions to better serve customers. For example, specific inquiries, such as "I'm having problems with payment", can be automatically sent to an agent who is equipped to handle billing for a quicker reso

UX and CRM - How to make them a match

When talking about CRM systems, people – especially managers – mostly think about functions, features, and control. How can a process be supported and managed? How can I get good analytics out of the system? Does it fit into the existing IT landscape? These and many similar questions take precedence when it comes to selecting software systems. Usability and UX are often only an afterthought or, even worse, lip service. The result of this is often an abysmal user adoption of systems, as they do not do what the users want, don’t help them or, on the contrary, cause even more work than the users had before. The CRM Sales and Impact report 2021 study by Arlington Research shows that on average 52 per cent of sales leaders report that their CRM platform is costing them revenue opportunities. This average increases up to 65 percent in specific industries. On the other hand, a study by UsabilityGeek finds that it is beneficial to fuse UX and CX. Similarly, according to research by Jacob

How to engage for customer experience and success

It is time for a stake in the ground again. Of late, every vendor who used to play in the CRM arena positions itself as a „customer experience“ player and claims that its software “delivers customer experiences”. This is quite a claim. It also raises a lot of important questions. What is “customer experience”? And who is responsible for it? How does “customer experience” differ from “customer experiences”? What is the difference to customer engagement? How do they relate to customer expectations? And then there is “customer success”, too. What about customer satisfaction? Finally, how does CRM fit into the picture? As you can see, there is a lot of scope for confusion. And this confusion has definitely materialized. So, let’s start with some definitions Friend and industry luminary Paul Greenberg has ventured here already back in 2015 (and before). Still, as time moves, the industry evolves, and things tend to get forgotten, let me take another stab at it. The more fundamental conc