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Adding and updating image alt text in Zendesk doesn’t have to be a hassle anymore. With just one click, you can ensure your images are inclusive for all users while improving your search engine rankings. This feature isn’t just about compliance and accessibility; it’s also a smart way to enhance visibility and make a meaningful impact on user experience. Make your Zendesk Help Center more accessible and boost your SEO effortlessly. Curious to see it in action? Check out this full guide: https://lnkd.in/eiFQ5FB4

Did you know miscommunication can cost more than just time? Imagine launching an incredible new feature that could save users hours — only to see support tickets rise because agents weren’t briefed. Sound familiar? Poor communication between Product and Support isn’t just frustrating; it’s a roadblock to happy customers and confident teams. It’s not just time lost; it’s customer trust too. The key to fixing this? Clear knowledge-sharing processes. Here’s what works: 1️⃣ Prepare easy-to-access resources like step-by-step guides or video walkthroughs before the feature goes live. Create thorough, visual documentation for internal teams. Tools like Zendesk or Confluence can make this seamless. 2️⃣ Schedule training sessions so agents can see updates in action — and ask questions that improve processes. 3️⃣ Foster two-way feedback. When support teams share insights, your products evolve in meaningful ways. When information flows smoothly between Product and Support, agents feel confident, and customers enjoy the full value of your updates. It’s a win-win that builds lasting trust. More in our latest blog post 👉 https://lnkd.in/eaG4jw2Y

 🌟 Is Your Language Building Bridges or Burning Them? The words you choose in customer support can mean the difference between frustration and loyalty. Positive, empathetic communication isn’t just nice — it’s essential. In customer support, how you say something is just as important as what you say. Positive, customer-friendly language builds trust, shows empathy, and turns ordinary interactions into extraordinary experiences. Here’s how to elevate your support game: 1️⃣ Be human: Add a touch of personality and humor where appropriate. 2️⃣ Show empathy: Acknowledge frustrations and validate feelings. 3️⃣ Match tone: Know when to keep it light and when to be serious. 4️⃣ Stay solution-focused: Replace “we can’t do that” with “here’s what we can do.” 5️⃣ Clarify and confirm: Simplify complex ideas and double-check understanding. For instance, instead of saying, “We don’t offer refunds,” try, “While we can’t offer a refund, I’d be happy to explore a replacement or credit.” It’s a small change, but it turns a hard “no” into a collaborative solution. Empathy and positivity aren’t just buzzwords — they’re trust builders. Are you using them to their fullest potential? More on this in our latest blog post: https://lnkd.in/exmjVxtb

What if your team’s most underused tool became its greatest asset? Start building a culture of knowledge-sharing today! 📚✨ Picture a world where your agents rarely scramble for answers. Instead, they rely on an up-to-date help center tailored to their daily needs. Here's how to transform your help center into a powerhouse: 🌟 Assign ownership: Let agents take charge of specific sections, updating and improving content over time. 🌟 Leverage Knowledge-Centered Service (KCS): Empower agents to create and refine articles as part of their workflow. When agents feel ownership, your Help Center transforms into a dynamic, go-to resource that supports your team and delights customers. Tracking metrics like article usage and feedback helps ensure your help center evolves to meet your team’s needs. Teams that embrace KCS practices often see resolution times improve by up to 50% in the first year! 🚀 Don’t let your help center gather dust. Invest in engagement today and watch your team thrive tomorrow. More about this in our latest blog post 👉 https://lnkd.in/egX5yA8A

Burnout or brilliance — what’s the future of your support team? 🤔 Capacity forecasting isn’t just a nice-to-have — it’s the backbone of a well-functioning support team. Missteps in staffing can lead to overwhelmed agents, longer wait times, and unhappy customers. Worse yet, burnout could result in losing talented team members. Did you know that being just one or two agents short during a busy season can lead to months of stress, higher attrition, and declining customer satisfaction? That’s the cost of poor capacity planning. Effective planning starts with data. Track metrics like average handle time and response rates. Tools like Erlang calculators can help forecast needs for real-time channels like phone support, while analytics dashboards reveal trends in ticket volume and resolution times. But here’s the catch: numbers alone don’t tell the full story. Ask your agents what they’re experiencing. Are their workloads manageable? Are there hidden inefficiencies in your processes? 🛠️ Don’t forget to adjust for upcoming changes like new tools, channels, or growth plans. With proper planning, your team won’t just survive the busy season — they’ll thrive. Remember: A supported team delivers better support. Read our blog post on capacity planning for more insights on empowering your team: https://lnkd.in/e33PN42H

AI in Customer Support—Friend or Friction? 🤔 What if the tool you introduce to make your customers’ lives easier ends up frustrating them instead? Live chat is a favourite among customers—41% prefer it over other channels. But incorporating AI into live chat is a double-edged sword. Done right, it reduces wait times, enhances resolution speed, and even empowers customers to resolve issues on their own. However, poorly implemented AI risks increasing customer effort and breaking the seamless communication customers expect. In our latest blog post, we discuss how to strike the right balance: https://lnkd.in/eWH8FV5j

🚀 Improve Your Team’s Collaboration with Zendesk Side Conversations! 🚀 Juggling conversations across channels can slow down support and create chaos. Our latest blog shares best practices for using Zendesk Side Conversations to keep everyone aligned — right within your tickets. See how this feature can streamline teamwork and boost your support efficiency! https://lnkd.in/eqUDgsHk #CustomerSupport #Zendesk #SupportBestPractices #Teamwork

🧐 Tired of struggling with Zendesk’s search? You’re not alone! Many teams find the native search too complex, slow, or just plain frustrating. But it doesn’t have to be this way. ✨ Check out our latest blog post to learn about the 3 biggest issues with Zendesk search and how to eliminate them forever: https://lnkd.in/gR8bWiWY

🎯 Are you spending too much time manually routing support tickets? Or worse, seeing tickets end up with the wrong agents, leaving customers frustrated? It doesn’t have to be that way! Zendesk’s skills-based routing can help automate the process by matching tickets with the right agents based on their expertise. It’s a game-changer for teams handling high volumes of tickets across different products, languages, and customer needs. In our latest blog, we dive into how you can set up skills-based routing in Zendesk to improve response times, reduce mistakes, and ultimately deliver a better customer experience. If your team deals with complex support requests, this could make a big difference! 🙌 ➡️ Check it out here: https://lnkd.in/e44Vfb3G What’s your biggest challenge with ticket routing? Let’s chat in the comments! 💬

🚨 Support Leaders 🚨 When was the last time you audited your Zendesk triggers? 🧐 If you’ve noticed ticket backlogs, frustrated agents, or triggers misfiring, it might be time to take a closer look at your automations. Zendesk triggers are powerful, but over time they can get messy — especially as your team grows. From routing tickets to notifying agents, they control much of your workflow. But if they’re not in the right order or outdated, they can cause more harm than good. In our latest post, we walk you through a step-by-step guide to auditing your triggers. You’ll learn how to: • Organize triggers by ticket lifecycle • Export and analyze trigger data • Clean up conflicts and redundancies • Test changes safely before going live Ready to ensure your Zendesk is running smoothly? 💡 👉 Read the full guide here: https://lnkd.in/eBh6KiAJ #CustomerSupport #Zendesk #Automation #CustomerExperience #CX