Everyone knows that Zendesk is innovative! After all, from time to time, the platform launches new features to improve the customer service experience and, at the same time, optimize business operations.
Therefore, as experts in the solution, we have selected 7 new Zendesk updates that deserve your attention and, more than that, can be game-changing for your company. Check them out!
What is Zendesk?
Zendesk is a customer service platform that enables businesses to manage support requests, automate processes , and ultimately deliver a more efficient customer experience.
Furthermore, with several functionalities, such as chatbots, knowledge base and omnichannel call center, the solution stands out for its flexibility and high customization capacity.
Latest Zendesk updates
1. Email delivery failure notifications
Agents can now more accurately identify when outbound email delivery failures occur. Additionally, warning messages detail which recipient did not receive the email and why, including SMTP error codes for easier troubleshooting.
With this, this Zendesk update improves the transparency and efficiency of service, ensuring more assertive communication with customers.
2. Flexible Plans for AI Agents
Zendesk AI Agents are available on two plans:
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Essential : Included with all Zendesk Suite and Support plans, lets you start automating with generative responses powered by the latest AI technology.
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Advanced : Available as an add-on, includes all the features of the Essential plan plus conversation flows, APIs, and advanced analytics.
These Zendesk updates therefore offer greater customization and scalability in customer service automation, providing a more efficient and adaptable experience for companies.
3. Improved transcription capabilities in Talk
The Zendesk Talk transcription service has received significant improvements:
Automatic Speaker Labeling: Transcripts now identify who is speaking (agent or customer) during phone conversations.
Keyword Boosting: Allows you to highlight specific words, such as product names or industry terms, to improve the accuracy of your transcriptions.
Automatic Redaction: Personally Identifiable Information (PII) and sensitive data are automatically redacted from transcripts.
With these Zendesk updates, call analytics becomes more secure and efficient.
4. Two-factor authentication for end users
Administrators can now require end users to use two-factor authentication when accessing the help center, significantly increasing information security.
This Zendesk update therefore reinforces the protection of both customer and company data, ensuring a safer and more reliable environment.
5. New apps and integrations in the Marketplace
The Zendesk Marketplace now has new apps, such as the LMS Conversation Simulator, which uses existing tickets and specified keywords to generate sample tickets, helping you train agents.
Therefore, these updates now expand the possibilities for integration and automation, making the process more efficient and practical.
6. Setting up auto-tracking in Workforce Management
Zendesk Workforce Management (WFM) has now introduced a new setting that allows administrators to enable or disable automatic monitoring, giving them greater control over tracking agent activities.
This Zendesk update significantly improves team performance management, enabling more accurate and adjustable monitoring.
7. Help Center Integration with the Zendesk SDK for Unity
Now, you can access the help center directly from Unity-based applications, making it easier to provide customer support within gaming platforms and other applications built on this engine.
Therefore, this is one of the most relevant Zendesk updates for companies operating in the technology and gaming sector, allowing for a more fluid and integrated support experience.
Implement and Support your Zendesk with Aktie Now
Zendesk updates with Aktie Now
To keep up with the latest Zendesk updates, it’s essential to rely on someone who truly understands the technology. For 9 years, Aktie Now has not only implemented the platform, but also provided all the support, allowing your company to make the most of each feature.
With the expertise of our teams and the robustness of the Zendesk solution, we can transform your customer service operations, making them more agile, efficient and personalized. So, if your company is looking to elevate the level of customer support and explore the full potential of Zendesk updates, talk to us !
