Zendesk Terms and Tools
Support Suite includes which products? - CORRECT ANSWER-Support, Guide,
Chat, Talk, + Messaging (think omnichannel experience)
Which plan types are available for the Support Suite? - CORRECT
ANSWER-Professional at $89/Month Annually
Enterprise at $149/Month Annually
What is Guide? - CORRECT ANSWER-Knowledge base and self-service
What is Chat? - CORRECT ANSWER-Live chat software so you can give your
customers real-time support as they browse your website and answer questions
quickly.
What are the benefits of Messaging? - CORRECT ANSWER-Used for web and
mobile - bringing rich and automated conversational experiences to your own
properties.
1. Build stronger customer relationships
2. Give your agents context via a unified workspace
3. Automate for faster support with Flow Builder
4. Extend and customize the experience with Sunshine Conversations
What are some of the features of Messaging? - CORRECT ANSWER-- Ongoing
conversation history so customers can move between website and mobile app
without losing thread
- Richer messages with images, carousels and action buttons = more engaging
- Automated responses to repetitive questions for 24/7 service and reduced costs
- Manage customers over any channel from one place
- Collect basic customer info with messaging bots for context
- Easily switch channels so agents can quickly follow up on preferred channel.
- Real time conversational interface for agents so they can respond faster
- Deliver instant answers with Flow Builder
- Escalate issues to an agent with the relevant context
, What are the benefits of SunCo? - CORRECT ANSWER-1. Integrate external
systems with Zendesk and enable customers to take immediate action from
within the message
2. Add messaging bot partners or bring your own custom chatbot for your unique
business needs
3. Proactively reach out to customers with outbound notifications and get ahead
of the problem
4. Engage customers and partners in group messages to connect the right
people together
Why should YOU care about messaging? - CORRECT ANSWER-- reduces costs
- makes support teams more efficient
- has the highest CSAT at 98%
- preferred channel for end-users
- we now have both real0-time and persistent communication
- modern end-user experience, no coding required
- easy to configure bots to fulfill all kinds of workflows
- messaging and other channels all flow into one unified workspace
What is Messaging positioning? - CORRECT ANSWER-New and improved way
to deliver rich, modern, and automated conversational experiences
out-of-the-box on websites and in mobile apps.
What is Live Chat positioning? - CORRECT ANSWER-Suite and Standalone:
Existing capability for basic chat support on web and mobile; lacks persistence
richness and automation.
What is Social Messaging positioning? - CORRECT ANSWER-Add-on and Suite:
For third-party channels like WhatsApp, Facebook Messenger and LINE
What is SunCo positioning? - CORRECT ANSWER-Platform: Extend and
customize messaging and social experiences with APIS
What do you say if customer asks about if Zendesk has an open API? -
CORRECT ANSWER-Zendesk has it's own marketplace of over 800 apps that it
can currently integrate with and if you have a different app in mind we have an
Support Suite includes which products? - CORRECT ANSWER-Support, Guide,
Chat, Talk, + Messaging (think omnichannel experience)
Which plan types are available for the Support Suite? - CORRECT
ANSWER-Professional at $89/Month Annually
Enterprise at $149/Month Annually
What is Guide? - CORRECT ANSWER-Knowledge base and self-service
What is Chat? - CORRECT ANSWER-Live chat software so you can give your
customers real-time support as they browse your website and answer questions
quickly.
What are the benefits of Messaging? - CORRECT ANSWER-Used for web and
mobile - bringing rich and automated conversational experiences to your own
properties.
1. Build stronger customer relationships
2. Give your agents context via a unified workspace
3. Automate for faster support with Flow Builder
4. Extend and customize the experience with Sunshine Conversations
What are some of the features of Messaging? - CORRECT ANSWER-- Ongoing
conversation history so customers can move between website and mobile app
without losing thread
- Richer messages with images, carousels and action buttons = more engaging
- Automated responses to repetitive questions for 24/7 service and reduced costs
- Manage customers over any channel from one place
- Collect basic customer info with messaging bots for context
- Easily switch channels so agents can quickly follow up on preferred channel.
- Real time conversational interface for agents so they can respond faster
- Deliver instant answers with Flow Builder
- Escalate issues to an agent with the relevant context
, What are the benefits of SunCo? - CORRECT ANSWER-1. Integrate external
systems with Zendesk and enable customers to take immediate action from
within the message
2. Add messaging bot partners or bring your own custom chatbot for your unique
business needs
3. Proactively reach out to customers with outbound notifications and get ahead
of the problem
4. Engage customers and partners in group messages to connect the right
people together
Why should YOU care about messaging? - CORRECT ANSWER-- reduces costs
- makes support teams more efficient
- has the highest CSAT at 98%
- preferred channel for end-users
- we now have both real0-time and persistent communication
- modern end-user experience, no coding required
- easy to configure bots to fulfill all kinds of workflows
- messaging and other channels all flow into one unified workspace
What is Messaging positioning? - CORRECT ANSWER-New and improved way
to deliver rich, modern, and automated conversational experiences
out-of-the-box on websites and in mobile apps.
What is Live Chat positioning? - CORRECT ANSWER-Suite and Standalone:
Existing capability for basic chat support on web and mobile; lacks persistence
richness and automation.
What is Social Messaging positioning? - CORRECT ANSWER-Add-on and Suite:
For third-party channels like WhatsApp, Facebook Messenger and LINE
What is SunCo positioning? - CORRECT ANSWER-Platform: Extend and
customize messaging and social experiences with APIS
What do you say if customer asks about if Zendesk has an open API? -
CORRECT ANSWER-Zendesk has it's own marketplace of over 800 apps that it
can currently integrate with and if you have a different app in mind we have an
