How to Review Conversations - Frequently asked questions
Discover answers to common questions about reviewing conversations in Zendesk. Learn best practices, tips, and solutions to enhance your support experience.
Frequently asked questions
What is the manager reviewing agents' conversations method in Zendesk?
The manager reviewing agents' conversations method involves a CS Manager or Team Lead reviewing agents' work and providing feedback. This traditional approach is ideal for structured teams and ensures consistent feedback. In larger teams, a…
How do peer-to-peer reviews work in Zendesk?
Peer-to-peer reviews in Zendesk involve agents reviewing each other's work, fostering a collaborative culture. This method is effective for smaller teams and open cultures. Agents can learn from their peers by observing how others handle similar…
What is self-review in Zendesk and how does it benefit agents?
Self-review in Zendesk allows agents to critically evaluate their own conversations, promoting self-improvement. This method trusts agents to assess their work. By investing in hiring the right people, self-review empowers agents to reflect on…
What is reactive review in Zendesk and when should it be used?
Reactive review in Zendesk focuses on providing feedback for conversations where issues are known, such as poor CSAT ratings or long response times. It's a practical approach for large volumes of conversations. While it can introduce bias into…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
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Freecash
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