Marketing with the Machines – Unboxing AI – ML Strategies From Scratch

To quickly scale your customer service organization, you need to continuously rethink how to best provide support, what kind of people and skills you need, and how you’re going to organize it all. That’s what this guide is all about. It’s the lessons we’ve learned at Zendesk over many years of rapid growth and—as a result—how we structure our customer service organization around specific teams, tiers, and roles. We define success as a combination of people, process, and technology —where the people part always comes first. One of our most important initiatives over the last several years has been our focus on building that people-first approach to customer service. Key to that is providing well-defined roles and performance expectations, which gives everyone on the team an understanding of what they should be achieving and their career path options and goals to work toward. This guide represents the work of many present and former Zendesk support team leaders who managed the support organization to keep pace with the company’s growth and to continuously provide a great custome support experience. What you’ll find here is a framework of the core elements of a customer service organization that you can use to build out your own organization Download Now

How to choose a platform that delivers effortless experiences for your customers and agents Evaluating customer service software can be hard. Even for the most experienced CX professional. After all, selecting the right customer service software requires juggling a wide range of priorities across the organization. Priorities defined by line-of-business (LOB) managers, contact center leaders, and IT teams. As someone leading the charge for change in your organization, here’s what you need to keep in mind to make the right choice: Diverse stakeholder expectations:Each business function has its own goals, needs, and objectives — and not all of these align with those of the customer service team. You can significantly enhance the evaluation process by gathering inputs and finding common ground. Return on investmentFor a software purchase, licensing costs are only the beginning. There are also customization, installation, and maintenance fees to consider. It’s important to be aware of the total cost of ownership when purchasing customer service software. Clear business rationaleJust because a platform looks good, doesn’t mean you’ll love it. What makes this software the right choice for the business? Why does it beat out its competitors? When is it projected to yield returns? Be sure can answer these questions and have a clear, compelling business case. Effort of implementation and useNo matter how robust a new platform may be, if it is difficult to implement or use, adoption and satisfaction will suffer. Hard-to-use customer service software impacts your agents’ ability to deliver effortless service experiences. The platform you choose must be easy and intuitive for your agents to navigate. This buyer’s guide will help you select the right customer service software for your business — one that is is capable of delivering effortless customer service experiences and offers the fastest time-to-value. Download Now

With economic conditions making growth an uphill struggle, it’s never been more important for eCommerce businesses to drive conversions. But it’s also never been more challenging Conversion rates in retail dropped by -3.5% in Q4 of 2022. Only standout eCommerce experiences will drive conversions and growth in the current climate. Drawing on insights from the 2023 Retail Digital Experience Benchmark Report, this briefing sets out three macro market trends (and strategies) retailers need to know before providing an experience that drives conversions this year— and beyond Download Now