Companies can now improve self-service and expand support channels with crowdsourced content.
San Francisco- Oct 04, 2019: Zendesk announced the launch of Gather, a powerful new product that enables companies to provide transparent and trusted to customers through online community forums. Gather creates a space where customers can engage with the company experts and each other to offer insight and guidance beyond what a single customer support agent might be able to handle.
When customers are looking for help, Peer-provided support adds an extra layer of comfort and trust to these customers. Gather ensures that the most relevant information is surfaced to these customers by proactively involving them in the ranking, creation, and maintenance of knowledge. Because content is created from the customers’ perspective, it incorporates a wide variety of information experienced across unique issues and scenarios.
According to Shawna Wolverton, Senior Vice President, Product at Zendesk; customers expect real-time and relevant support, which can be challenging to provide at scale. Gather is a way to leverage product and customer experts to provide service representing a wide variety of viewpoints. It’s a place for companies to organize, capture, and share feedback for teams across product, support, engineering, and more.
Internal teams can easily collaborate on best practices, quickly solicit feedback, and thoroughly understand how decisions impact customers. Based on the success of community-focused capabilities and positive customer feedback, in Guide Enterprise, Zendesk is investing in a dedicated community product with additional features that:
- Empower members to become community moderators by assigning different levels of permissions, including the ability to hide, flag, edit, and move user posts.
- Surface the most relevant content to users by featuring pinning posts, popular articles, and offering one unified search across both community posts and help center articles.
- Create customized, separate communities to serve different regions, audiences, and brands across a company.
Zendesk is a suite of cloud-based help desk management solutions designed for enterprise organizations that enable users to prioritize, track, and solve customer support tickets and collaborate on marketing campaigns.
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