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Comment choisir un logiciel pour votre service d’assistance interne : notre liste essentielle

Checklist: how to choose the best software for your internal helpdesk

Employees are just like customers. They expect to receive the same impeccable service in the office that they have grown accustomed to from the services they use outside office hours. And, if you do it well, you will not just have a bunch of satisfied employees, your clients will also be eternally grateful. You probably …

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Pourquoi le service d’assistance interne est important pour l’expérience collaborateur

Why an internal helpdesk is essential for your employee experience

“Customers do not come first. Employees come first. If you take care of your employees, they will take care of your customers.” These are not our words but those of Sir Richard Branson. And why should we contradict the flamboyant British businessman? Employees are just like customers. They expect to receive the same impeccable service …

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L’Année du Buffle

The Year of the Ox

It’s that time of the year, again. The moment we look back on what has been, and we look forward to what’s up next. By now, the first is pretty clear, the latter only a wild guess. But I’m perfectly okay with that. After all, life’s what happens while making plans. And what a year …

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Zendesk’s Social Messaging app will be discontinued: what to do?

Zendesk’s Social Messaging app will be discontinued: what to do?

In this digital-first world customers switch effortlessly between channels. And they expect customer service teams to keep up with the conversation. Zendesk has made a few changes to its platform recently to make sure customers and agents can continue their conversation across different channels efficiently: they introduced Agent Workspace last year, and Zendesk Messaging was …

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Overstap van Zendesk naar webhooks verbetert integratie met externe platformen en tools

Zendesk’s switch to webhooks allows superior integration with external platforms & tools

Zendesk has decided to move away from HTTP targets and switch to webhooks instead. Simply put, webhooks allow Zendesk to pass information to any third-party platforms and tools you use in your organization. Using webhooks, Zendesk integrates much more reliably and future-proof than with HTTP targets. Therefore, Zendesk plans to stop using HTTP targets by …

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L'intelligence artificielle dans le cadre du service client : 4 applications pratiques de l'IA

Artificial intelligence in customer service: 4 practical AI applications

Artificial intelligence is creating a buzz. We hear about it everywhere in headlines, on Twitter and in boardrooms across the world. The applications of AI are endless, and that goes for customer service as well. Find out the basics in this blog post. The tech consulting company Gartner defines artificial intelligence as the application of …

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Qu'est-ce qu'un agent virtuel et pourquoi en avez-vous besoin pour votre support client ?

What is a virtual agent and why do you need one for your customer support?

“Hey Siri, what is a virtual agent?” Since the rise of Siri, Alexa and Watson, almost every smartphone user has their own virtual assistant. Companies also use their specific type of virtual ally. Virtual agents: how do they work, and how can they help streamline your customer service? First things first. A virtual agent is …

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Gérer des volumes élevés de demandes de renseignements des clients avec des ressources limitées : comment faire ?

How to tackle high volumes of customer enquiries with limited resources

During peak season, your customer service team will have up to 42% more customer enquiries to process. Of course, this is great for your revenue. But more orders mean more customer queries. So how can you deal with large numbers of questions from customers? And what if you have limited resources available? Peak season or …

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