Zendesk Training UPDATED ACTUAL Questions and CORRECT Answers
10 second rule
Limit distraction (No phone, Slack on mute)
Tips to be an Active Listener? (5) Don't interrupt (Write down questions/thoughts)
Clarify & paraphrase
Listen to emotions
1. Ask Questions
2. Seek Elaboration (Repeat answer, 5 Whys)
How to be an active listener? (5) 3. Speak Less (Bite Tongue)
4. Use Minimal Encouragers ("Right")
5. Probe Further (Repeat Answers, Seek Clarification)
"2020 changed everything. Stuck at home, customers
flocked online. Almost overnight, agents began operating
apart. And companies scrambled to figure it all out.
A company's success depends on their customer experi-
ence -- 3/4 think of whether a company does it well when
CX Trends -- Background
making a purchase 1/2 will leave after one bad experience
Whether it's adding support over messaging or giving
agents a new way to stay connected, being able to adjust
quickly to keep up with customers and set your teams up
for success has never been more important
Spotlight on CX
A More conversational world
6 CX Trends In uncertain times, agility is key!
The future of work is now
The digital tipping point
More with less
SMB CX Trends?
What's changed?
More support requests
, Higher customer expectations
Less resources
Agility
Solving tickets:
How do we Help SMB? via Messaging apps
Self-service
Boosting agent collaboration
Managing more customer data
Support
Talk
Chat
What is in the Zendesk Suite? (7) Guide
Gather
Explore
Sunshine
Collaboration
Advanced security
Productivity pack
Multibrand
Data center location
Answer bot
What are the Zendesk Suite Add-ons? (12)
High-volume API
Social messaging
Premium sandbox
Premier support priority suppor
Light agetns side coversations
HIPAA compliance
What are the 3 Pillars of the Zendesk Solution?
, Make it Easy for your Customers
Set your Team up for Success
Keep Your Business in Sync
Offer support in ways that are convenient for your cus-
Making it Easy for your Customer in 1 sentence? tomers, so it's simple for them to get the answers they
need
Help your agents, admins and internal teams do their best
Set your Team up for Success in 1 sentence? work with robust out-of-the-box tools that are quick to set
up and easy to use
Customize to your heart's content with an open and flex-
Keep Business in Sync 1 sentence? ible platform that you can scale, extend, and optimize as
your business changes
Conversational experiences
All the channels you need
Making it Easy for your Customers -- 4 main points?
Self-service at scale
Personalized and contextual
Easy to use agent workspace
Powerful collaboration tools
Set your Teams up for Success -- 4 main points?
Routing and Intelligence
Seamless content
Unified view of customers
Powerful reporting and analytics
Keep your Business in Sync -- 4 main points?
Customizable workflows
Integrations to connect your data
Pandemic = accelerated messaging adoption
Make it Easy for your Customer -- 2020 Background?
Consumers what instantaneous support
Meet your Customers where and how it's convenient for
Make it Easy for your Customers -- 3 Value Props?
them
10 second rule
Limit distraction (No phone, Slack on mute)
Tips to be an Active Listener? (5) Don't interrupt (Write down questions/thoughts)
Clarify & paraphrase
Listen to emotions
1. Ask Questions
2. Seek Elaboration (Repeat answer, 5 Whys)
How to be an active listener? (5) 3. Speak Less (Bite Tongue)
4. Use Minimal Encouragers ("Right")
5. Probe Further (Repeat Answers, Seek Clarification)
"2020 changed everything. Stuck at home, customers
flocked online. Almost overnight, agents began operating
apart. And companies scrambled to figure it all out.
A company's success depends on their customer experi-
ence -- 3/4 think of whether a company does it well when
CX Trends -- Background
making a purchase 1/2 will leave after one bad experience
Whether it's adding support over messaging or giving
agents a new way to stay connected, being able to adjust
quickly to keep up with customers and set your teams up
for success has never been more important
Spotlight on CX
A More conversational world
6 CX Trends In uncertain times, agility is key!
The future of work is now
The digital tipping point
More with less
SMB CX Trends?
What's changed?
More support requests
, Higher customer expectations
Less resources
Agility
Solving tickets:
How do we Help SMB? via Messaging apps
Self-service
Boosting agent collaboration
Managing more customer data
Support
Talk
Chat
What is in the Zendesk Suite? (7) Guide
Gather
Explore
Sunshine
Collaboration
Advanced security
Productivity pack
Multibrand
Data center location
Answer bot
What are the Zendesk Suite Add-ons? (12)
High-volume API
Social messaging
Premium sandbox
Premier support priority suppor
Light agetns side coversations
HIPAA compliance
What are the 3 Pillars of the Zendesk Solution?
, Make it Easy for your Customers
Set your Team up for Success
Keep Your Business in Sync
Offer support in ways that are convenient for your cus-
Making it Easy for your Customer in 1 sentence? tomers, so it's simple for them to get the answers they
need
Help your agents, admins and internal teams do their best
Set your Team up for Success in 1 sentence? work with robust out-of-the-box tools that are quick to set
up and easy to use
Customize to your heart's content with an open and flex-
Keep Business in Sync 1 sentence? ible platform that you can scale, extend, and optimize as
your business changes
Conversational experiences
All the channels you need
Making it Easy for your Customers -- 4 main points?
Self-service at scale
Personalized and contextual
Easy to use agent workspace
Powerful collaboration tools
Set your Teams up for Success -- 4 main points?
Routing and Intelligence
Seamless content
Unified view of customers
Powerful reporting and analytics
Keep your Business in Sync -- 4 main points?
Customizable workflows
Integrations to connect your data
Pandemic = accelerated messaging adoption
Make it Easy for your Customer -- 2020 Background?
Consumers what instantaneous support
Meet your Customers where and how it's convenient for
Make it Easy for your Customers -- 3 Value Props?
them
