Zendesk Training
Tips to be an Active Listener? (5) - CORRECT ANSWER-10 second rule
Limit distraction (No phone, Slack on mute)
Don't interrupt (Write down questions/thoughts)
Clarify & paraphrase
Listen to emotions
How to be an active listener? (5) - CORRECT ANSWER-1. Ask Questions
2. Seek Elaboration (Repeat answer, 5 Whys)
3. Speak Less (Bite Tongue)
4. Use Minimal Encouragers ("Right")
5. Probe Further (Repeat Answers, Seek Clarification)
CX Trends -- Background - CORRECT ANSWER-"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 experience -- 3/4 think of
whether a company does it well when 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
6 CX Trends - CORRECT ANSWER-Spotlight on CX
A More conversational world
In uncertain times, agility is key!
The future of work is now
The digital tipping point
SMB CX Trends? - CORRECT ANSWER-More with less
What's changed?
More support requests
,Higher customer expectations
Less resources
How do we Help SMB? - CORRECT ANSWER-Agility
Solving tickets:
via Messaging apps
Self-service
Boosting agent collaboration
Managing more customer data
What is in the Zendesk Suite? (7) - CORRECT ANSWER-Support
Talk
Chat
Guide
Gather
Explore
Sunshine
What are the Zendesk Suite Add-ons? (12) - CORRECT ANSWER-Collaboration
Advanced security
Productivity pack
Multibrand
Data center location
Answer bot
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? - CORRECT ANSWER-Make it
Easy for your Customers
Set your Team up for Success
Keep Your Business in Sync
, Making it Easy for your Customer in 1 sentence? - CORRECT ANSWER-Offer
support in ways that are convenient for your customers, so it's simple for them to
get the answers they need
Set your Team up for Success in 1 sentence? - CORRECT ANSWER-Help your
agents, admins and internal teams do their best work with robust out-of-the-box
tools that are quick to set up and easy to use
Keep Business in Sync 1 sentence? - CORRECT ANSWER-Customize to your
heart's content with an open and flexible platform that you can scale, extend, and
optimize as your business changes
Making it Easy for your Customers -- 4 main points? - CORRECT
ANSWER-Conversational experiences
All the channels you need
Self-service at scale
Personalized and contextual
Set your Teams up for Success -- 4 main points? - CORRECT ANSWER-Easy to
use agent workspace
Powerful collaboration tools
Routing and Intelligence
Seamless content
Keep your Business in Sync -- 4 main points? - CORRECT ANSWER-Unified
view of customers
Powerful reporting and analytics
Customizable workflows
Integrations to connect your data
Make it Easy for your Customer -- 2020 Background? - CORRECT
ANSWER-Pandemic = accelerated messaging adoption
Consumers what instantaneous support
Make it Easy for your Customers -- 3 Value Props? - CORRECT ANSWER-Meet
your Customers where and how it's convenient for them
Empower customers to help themselves
Tips to be an Active Listener? (5) - CORRECT ANSWER-10 second rule
Limit distraction (No phone, Slack on mute)
Don't interrupt (Write down questions/thoughts)
Clarify & paraphrase
Listen to emotions
How to be an active listener? (5) - CORRECT ANSWER-1. Ask Questions
2. Seek Elaboration (Repeat answer, 5 Whys)
3. Speak Less (Bite Tongue)
4. Use Minimal Encouragers ("Right")
5. Probe Further (Repeat Answers, Seek Clarification)
CX Trends -- Background - CORRECT ANSWER-"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 experience -- 3/4 think of
whether a company does it well when 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
6 CX Trends - CORRECT ANSWER-Spotlight on CX
A More conversational world
In uncertain times, agility is key!
The future of work is now
The digital tipping point
SMB CX Trends? - CORRECT ANSWER-More with less
What's changed?
More support requests
,Higher customer expectations
Less resources
How do we Help SMB? - CORRECT ANSWER-Agility
Solving tickets:
via Messaging apps
Self-service
Boosting agent collaboration
Managing more customer data
What is in the Zendesk Suite? (7) - CORRECT ANSWER-Support
Talk
Chat
Guide
Gather
Explore
Sunshine
What are the Zendesk Suite Add-ons? (12) - CORRECT ANSWER-Collaboration
Advanced security
Productivity pack
Multibrand
Data center location
Answer bot
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? - CORRECT ANSWER-Make it
Easy for your Customers
Set your Team up for Success
Keep Your Business in Sync
, Making it Easy for your Customer in 1 sentence? - CORRECT ANSWER-Offer
support in ways that are convenient for your customers, so it's simple for them to
get the answers they need
Set your Team up for Success in 1 sentence? - CORRECT ANSWER-Help your
agents, admins and internal teams do their best work with robust out-of-the-box
tools that are quick to set up and easy to use
Keep Business in Sync 1 sentence? - CORRECT ANSWER-Customize to your
heart's content with an open and flexible platform that you can scale, extend, and
optimize as your business changes
Making it Easy for your Customers -- 4 main points? - CORRECT
ANSWER-Conversational experiences
All the channels you need
Self-service at scale
Personalized and contextual
Set your Teams up for Success -- 4 main points? - CORRECT ANSWER-Easy to
use agent workspace
Powerful collaboration tools
Routing and Intelligence
Seamless content
Keep your Business in Sync -- 4 main points? - CORRECT ANSWER-Unified
view of customers
Powerful reporting and analytics
Customizable workflows
Integrations to connect your data
Make it Easy for your Customer -- 2020 Background? - CORRECT
ANSWER-Pandemic = accelerated messaging adoption
Consumers what instantaneous support
Make it Easy for your Customers -- 3 Value Props? - CORRECT ANSWER-Meet
your Customers where and how it's convenient for them
Empower customers to help themselves
