Zendesk Chat for Customer Service Agents Online Training

We explore the different roles in Zendesk Chat; from the end-user (often called customer or visitor) to the agent or administrator.

Like the lifecycle of a ticket, a chat has a lifecycle too: a beginning, the main part, and the end. In this lesson, we'll explore the different segments of a chat. This will be important later.

This lecture is a demo about the customer experience - how do visitors experience Zendesk Chat?

We will cover:

• Where can we find the chat?

• What different designs can it have?

• What's the flow inside the chat box?

• And other features for visitors

Understand the different elements of the Zendesk user interface, also referred to as Zendesk Workspace. We will cover the basic elements such as the navigation bar and top bar. Then we'll talk about the status an agent can have before we jump into a chat conversation to analyse the different elements.

In this demonstration, we'll simulate a live chat with a customer. We'll see the notifications an agent receives as well as the main chat features. Here we are taking the time to talk about it in more detail.

This lecture covers the productivity features of Zendesk. We'll see how to efficiently chat with a visitor or customer by using macros, utilising apps and experiencing some best practice examples.

There are different ways how a chat can end; on purpose or by accident. I'll walk you through the different scenarios and cover how to say goodbye in a nice way. We'll cover how a user can rate the chat experience and how to update a ticket after the conversation ended.

We already explored the more straightforward functionality of Zendesk Chat. In this lecture, we'll dive into more ways to speed up your chat experience or update tickets.

This lesson covers the different options for agents during and post chat. I demonstrate how to have a chat in another language and how to merge chat-tickets as well as a few other productivity features.

Zendesk allows agents to chat with multiple end-users at the same time. First, we'll dive into understanding the previous interactions (conversation history) and the user information. After that, we'll see how to chat with multiple customers at the same time - and I'll give you some tips on how to keep your calm and not stress out over it.

Zendesk can route the chat to different agents or groups of agents. We'll cover the different methods and go into detail on the different options.

What are the different ways how a team can work on chats in Zendesk? How can other agents help in an ongoing chat and can we transfer a chat to another person?

I'll show you how to collaborate on tickets; walking you through mentions and assignments. We'll see the differences, advantages and disadvantages of each method.

Passing on a chat the right way. What is the best option? What to look out for? And one more tip for a smooth transition.

The whole setup is done by administrators. But agents can personalise their profile - anything a customer might see. I'll show you how to change your name (or how to use an alias) plus update your avatar picture.

After doing all the hard work you deserve your certificate of completion! Follow these instructions to download the certificate from Udemy.