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ZENDESK Questions and Answers Verified by Expert 100% Correct
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ZENDESK Questions and Answers Verified by Expert 100% Correct
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ZENDESK Questions and Answers Verified by Expert100% Correct
Any customer service interaction is ___ more likely to drive disloyalty, than loyalty.
- ANSWER 4x
Support makes up ____ of Zendesk's revenue. - ANSWER 70%
______ of most innovative companies use Zendesk Support. - ANSWER 75%
What are the 3 reasons why most companies are unable to provide great
customer support? - ANSWER -lack of agent knowledge/power/insight
-complex or outdated existing systems
-unproductive agents
1 thing Zendesk does to address how customers can provide better support (1/3) -
ANSWER -reduce customer effort
1 thing Zendesk does to address how customers can provide better support (2/3) -
ANSWER -reduce agent effort
1 thing Zendesk does to address how customers can provide better support (3/3) -
ANSWER -innovate and scale to stay ahead
3 Product(s)/features that help reduce customer effort - ANSWER -Answer Bot
-Embeddables
, -Ticket Forms
3 Products/Features that help reduce agent effort - ANSWER -Macros
-Knowledge Capture
-Pathfinder
Our average CSAT is ____. - ANSWER 95%
Name our 5 Support plans. - ANSWER Essential, Team, Pro, Enterprise, Elite
Features that you get with Professional but not Team - ANSWER Insights
(daily), SLAs, Business Hours
agreed upon measures of the average response and resolution times that your
support team delivers to your customers. Providing support based on service-
levels ensures that you're delivering measured and predictable service. -
ANSWER SLA's - Service Level Agreements
In the Professional and Enterprise versions of Zendesk Support, you can set a
schedule with business hours for the days of the week and times of day that your
Zendesk is available to respond to requests. Professional accounts can set a single
schedule, while Enterprise accounts can set multiple schedules. You can use
business hours in views, SLA policies, triggers, automations, and Liquid markup -
ANSWER Business Hours
Hourly Insights - ANSWER an Enterprise only feature (1/2)
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