Software company Zendesk reports in its latest study that Australian leaders are confident how agile they are despite the pandemic. The majority of customer service managers benefitted from being proactive as it saved time and costs, the study found.
We asked a number of IT executives what the 'new normal' might look like as the impact of COVID-19 wanes.
Customer service software Zendesk has announced Zendesk Suite, bringing all of the company's service capabilities into one package.
Do Industry executives think our lives will improve in the coming year? Or will it be Groundhog Year? Again... Again... Again...
We posed this question to a broad swathe of senior industry executives. Here's what they had to say.
Marketing software developer Tollring has extended the APIs for its iCall Suite call analytics and call recording products to allow integration with CRM and BI systems.
According to Adrian McDermott, President of Product at Zendesk, the trouble-ticket is no longer enough to manage customer interactions.
Victoria's Minister for Small Business, Innovation and Trade Philip Dalidakis took advantage of an invitation to speak at the Fujitsu World Tour's Melbourne leg to encourage the company to relocate to Melbourne.
Zendesk Message works with Facebook's Messenger platform allowing companies to combine automated responses and human conversations.
A new feature available to Zendesk's enterprise clients provides advance warning that an interaction is not going well.
Identity specialist Centrify has appointed Lachlan McKenzie as country manager for Australia and New Zealand.
Customer service software provider Zendesk has appointed Brett Adam to the dual roles of vice president for engineering and ANZ managing director.
Zendesk has launched Zopim Premium, a version of the live chat software aimed at larger customer service teams.
Cloud-based customer service platform vendor Zendesk has boosted its Australian and Asia Pacific business with two new senior appointments.
New Zealand global accounting software company Xero has appointed a US-based executive VP and CFO to help spearhead its next stage of growth in the North American market and other international markets.
Cloud services provider LogMeIn has acquired BBA, a startup offering cloud-based single-sign-on, password management, and identity and access management under the Meldium brand.
Customer service specialist Zendesk has added to the range of services it offers to Australian clients - Zendesk Voice provides call centre capabilities as a cloud service.
Citrix Podio makes it possible for non-technical users to build their own collaboration workflows, with integration with other cloud-based services including file storage, conferencing and more.
Cloud-based helpdesk systems provider Zendesk has signed its one thousandth Australian customer. The milestone was reached six months after the company set up shop in Australia.
Zendesk, the proven cloud-based help desk software provider, today announced its new Search Analytics feature that provides Zendesk customers with insight into how their customers try to help themselves by using self-service content. These 'silent' customers often rely exclusively on self-service content to solve their issues, without ever trying to reach a customer service representative. The understanding of how self-service customers behave is a powerful tool that organisations can use to help shape their customer service strategy. The Search Analytics feature can be viewed through the Reporting Dashboard in Zendesk that delivers key metrics organisations can use to optimise the customer service experience.
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