Zendesk launches digital collaboration tools

Customer service software company, Zendesk, has launched a suite of digital collaboration tools to help companies deliver customer experiences across multiple digital touch-points.

The latest capabilities introduced as part of Zendesk’s service platform include:

-Messaging at scale: Zendesk’s expanded messaging platform for conversational business introduces proactive messaging tools to help brands offer assistance up front to clarify customer needs. Supporting brands in agile learning and improvements, Zendesk’s reporting tools offer insights on the performance of a brand’s automation strategy, such as the number of bot interactions escalated to an agent.

-Improved agent workspace tools: Businesses can ensure agents’ time and energy are invested where it is needed the most with improved routing tools for social channels. And, to help agents manage more complex requests, integrated live chat and voice, now makes it easy to switch the conversation between channels.

Content cues, which use machine learning to help improve a company’s knowledge base health, are also now available in more languages, including Spanish, German and Portuguese. Also leveraging machine learning are suggested macros for recommending ticket responses, which support increased agent efficiency at scale.

-Streamlined collaboration tools and integrations: In this new hybrid, digital-first economy, it is critical to keep your teams connected. Power your best CX with Zendesk Sunshine, and improve service with our powerful new pre-built integrations for collaborations like Slack, Monday.com and Microsoft Teams.

In today’s business environment where change is the only constant, organisations are investing in solutions that promote agile collaboration across teams and get rid of rigid legacy processes that aren’t fit for a digital-first world. Our partnerships with leading collaboration tools like Slack, Monday.com and Microsoft Teams can help companies of all sizes stay in sync within one platform, connecting information across the business to better understand and support their customers, no matter where they may be working.

Tim Marsden, Senior Director, Technology Partner Ecosystem at Zendesk