Stonly

🌟Join us at Stonly! 🌟 We are seeking a Customer Implementation Manager to champion Stonly’s onboarding for our clients. If you excel in balancing technical expertise with top-notch customer experience, we want you on our team! The role is remote and we are looking for someone on the East Coast of the US. If you want to join an awesome company at an exciting time of growth, then apply now and be part of revolutionizing client success! 🚀 https://lnkd.in/dEgJY5BA

Join Our Team! 🚀 Stonly is looking for a talented Backend Developer to help us design and develop scalable, efficient systems that power our innovative product. 💡 What you’ll bring: Expertise in backend technologies and a passion for creating impactful solutions. 🌍 Location: Poland/Kraków (remote work available) Ready to take on this challenge? 🔗 Learn more and apply here: https://lnkd.in/d6zvPChj

We’re proud to help the Anderson America Corporation team drive lower call volume, faster resolutions, and more consistent service! Read the full story: https://lnkd.in/d7J2XmQ9 With limited resources and a high volume of critical tickets, the Anderson America team needed to streamline support processes by making knowledge more accessible to both customers and the support team. With Stonly’s AI Agent and interactive knowledge base, they achieved: 📊 83% fewer support calls ⏩ 83% faster resolutions 📈 71% self-serve success rate

Zendesk is packed with automations that support teams often haven’t fully tapped into. Here are 5 advanced Zendesk automations we’ve seen teams use to supercharge their efficiency: 1. Customer data gathering Gather and display key information in Zendesk to save reps time and let them jump right into helping customers. Include details like customer history, order information, and recent interactions. 2. Repetitive ticket actions Update ticket status, escalate issues, merge duplicates, or send follow-up messages automatically as your agents work. Your team will appreciate having fewer clicks to deal with—and you’ll love the cleaner data and faster resolution times. 3. Refunds and order modifications You don't need reps to leave Zendesk to make a simple order change or process a refund. With automation, reps can perform actions in other systems directly from Zendesk, speeding up the process for both agents and customers. 4. Ticket alerts and notifications When a critical issue arises, keep the right people in the loop with automated alerts. Whether sending an urgent message to a team channel or notifying an executive of an escalation, automation ensures that important updates never slip through the cracks. 5. Guided support for agents Equip your agents with decision trees that lead them through complex, emotionally charged, or multi-step situations. These step-by-step instructions make sure agents handle even the trickiest tickets consistently and help them provide high-quality service every time. For more tactical Zendesk automation ideas, check out our new e-book: 35 Zendesk Automations: https://lnkd.in/eAyiUvhx It’s built to help you optimize ticket management and streamline agent workflows.

Do you know if your customer service metrics are telling the whole story? To measure success, you need more than basic stats. Metrics like employee happiness, efficiency, and cost reveal how your team truly affects customers—and where to improve. Shaun Marshall is one of the leaders who redefines success and raises the bar every day. Learn how top service leaders are setting smarter goals: https://lnkd.in/ekbqwf8N #CustomerSupport

Our Zendesk Automation reference book is finally here! Packed with 35 automations, this is your go-to resource to elevate your support game. Whether you’re in support ops or managing Zendesk, you’ll find powerful ways to boost efficiency, cut manual work, and make your customers happier. Here’s what you’ll get:  ✅ Automations to speed up ticket management—from triage to closure  ✅ Workflows that help agents navigate complex processes without the guesswork  ✅ Tools to automate actions outside Zendesk—like processing refunds or updating data—all without leaving the ticket These are real automations used by leading support teams to slash handle times, reduce errors, and empower agents to create extraordinary customer experiences. If you're ready to unlock the full power of Zendesk, download your copy now and start exploring: https://lnkd.in/eAyiUvhx

Zendesk is a POWERFUL automation platform. Here are 5 automations I'm seeing support teams working on: 1. Automating ticket triage Customers hate being rerouted and waiting on hold. Give them faster support by gathering more information upfront and using it to assign the ticket to the most suitable team right away. 2. Automating ticket field updates Such as status, priority, or custom fields for reps as they work on the customer’s ticket. Your agents won't miss the manual data entry parts of their jobs. And you'll have the clean, reliable data your execs have been dreaming about. 3. Automating the search for knowledge A good chunk of support handle time consists of reps searching for information and procedures. Don’t make reps search. Put all the information they’ll need right in the Zendesk ticket. We’ve seen customers achieve 50% faster handle times from this one automation. 4. Automating decision-making Reps often deal with complexity, emotionally charged scenarios, or multi-step processes. It can be difficult to remember the correct procedure for every single one. Decision trees can help them streamline their workflows and provide consistent service. 5. Automating actions performed outside of Zendesk Sometimes reps need to leave Zendesk to do things like process a refund, update customer information, or even complete GDPR requests… Or do they? With the power of APIs, reps can do all this and more right from their ticket view. This may be the most impactful automation of all because the possibilities are endless. BONUS: If you want more tactical Zendesk automation ideas... Read our new e-book: 35 Zendesk Automations It'll quickly become your go-to Zendesk resource for optimizing ticket management and streamlining support rep workflows. Leave a comment if you'd like me to send you a copy when it's out later this week.

Ready to launch an AI Agent that solves customer issues from day one? Our webinar, Launch an AI Agent That Customers and Agents Can Rely On, is designed to help you do just that. Join us tomorrow (Sept 19) as we share actionable insights into launching, testing, and improving your AI Agent right from your Zendesk help center content. Register now to reserve your spot: https://lnkd.in/e4XsN5Tg #AIAgent #CustomerService #AIChatbot

According to Zendesk, AI Agents will resolve 80% of customer interactions in the coming years. But how do you ensure your AI is ready for that kind of responsibility? Join Alexis Fogel and Alex Friend next week to learn how to set up, test, and improve your AI Agent right from your Zendesk help center content: https://lnkd.in/e4XsN5Tg #CustomerService #AIAgent #Zendesk

Customers and agents are overloaded with information. So, how can you break through and make sure they actually use the docs? We spoke to 12 knowledge managers, and they shared their most effective strategies for getting more people to use their knowledge. Want more insights like these? Download the full CX Knowledge Manager Playbook: https://lnkd.in/eMZYY6wf Katarzyna Wagner Marjorie Etter Fabrizio Vena Nicole Dufresne, PMP Sarah Regner, PMP, PMI-ACP Christianne Beasley, MLS Evan Pitonzo Clare S.