Dave H
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Articles
Recent activity by Dave H-
From ELIZA to Agentic Wizards: The Epic Evolution of Customer Service Bots
If you find yourself deeply involved in Zendesk implementations like I am at CX Experts in South Africa, you have likely encountered a wide range of chatbot experiences—some that perform exceptiona...
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Dave's Story | The Power of Initiative: A Journey of Purpose Over Pay
When I finished high school, I was absolutely certain of one thing—I wanted to be an advocate, an attorney in the High Court. Law came naturally to me, so I spent six years at UCT earning two law d...
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Zendesk QA in a Table
Zendesk QA is an AI-powered quality assurance tool that automates reviews across 100% of customer interactions, delivering custom scorecards, risk detection, and actionable insights directly within...
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How Zendesk Empowers Agents: Transforming Customer Service from the Frontlines
In today's fast-paced world, exceptional customer experience relies on empowered support agents handling daily interactions effectively. At CX Experts, we unapologetically prioritize agents over ma...
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WhatsApp Integration in Zendesk: What You Need to Know
WhatsApp Integration in Zendesk: What You Need to KnowFor businesses today, WhatsApp is a preferred customer messaging channel, with millions choosing it over phone or email to get support. Integra...
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CleverCom: Your Zendesk Telephony...Simplified!
If you want to add telephony inside Zendesk for your business with a no-fuss solution supported locally in South Africa, Clevercom offers a robust integration built on modern VoIP technology. This ...
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The Move to Messaging: Modernizing Contact Centers with Zendesk
The move to messaging in modern contact centers is not just a technology upgrade—it represents a strategic transformation aligned with how customers prefer to interact today. Traditional channels l...
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The Four Pillars of Zendesk: What Makes It Exceptional?
Zendesk is renowned for its focus on four pillars—Accountability, Transparency, Efficiency, and Automation—which set it apart from traditional support tools. Here’s how these pillars deliver except...
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Everything You Need to Know About Zendesk Triggers
Zendesk triggers are essential tools for automating and optimizing customer support workflows, enabling immediate, rule-based responses to ticket events. Leveraging best practices can help ensure t...
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Sweethawk Hide Fields App exposing CoPilot Fields
How to Re-Hide Zendesk CoPilot Fields Exposed by the SweetHawk Hide Fields App We've recently become aware that certain fields associated with Zendesk CoPilot—specifically Intent, Intent Confidence...