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Company Updates, Customer Engagement, Customer Experience, Customer Service, Using

The next generation of is here!

Today, we are incredibly excited to announce the next generation of — the future of customer service for fast-growing companies. Modern customer service happens at the speed of now, and we know how important it is to meet and exceed your customers’ expectations. Next Generation features a comprehensive package of features that make support easier, faster, and more flexible than ever before.

Next Generation features a new, Intelligent Agent Console. It’s intuitive, customizable, and helps your agents be more productive. And you can use it in French, Italian, Spanish, German, and Japanese. New keyboard shortcuts, improved bulk editing, and an all-in-one case layout puts all the tools your agents need to deliver fast, awesome customer support at their fingertips.

Bulk Edit


Our comprehensive mobile app lets you continue to provide the service your customers expect, wherever you are. We’ve rebuilt the app from scratch, streamlining the most commonly used actions so your agents can be super productive on the go.You can add notes, execute macros, reassign cases to team members, and answer questions – all with just a few taps.

Mobile’s new Business Insights gives you the tools you need to make more informed business decisions. With standard, pre-configured reports available out of the box, you can instantly measure the performance of your support organization, identify trends in customer issues, or determine how well your content is performing. All reports are customizable, so you can filter and segment data across labels, macros, and custom fields, and drill down to the metrics that define success for your organization.

Reporting Option 1


Finally, the new has been redesigned with an API-first architecture. With 10 times more APIs than before, is more flexible than ever to meet the needs of our customers  Now, you can integrate with more business-critical applications to give everyone in your organization a single view of the customer with all the relevant information your agents need to drive satisfaction.

To celebrate this news, we created an infographic “From Then to Next Gen” to show how far customer service has come since the days where you had to saddle up your horse and head back to the store if you had issues with your purchase. We’ve come a long way to be able to purchase an item through a text message or do all of your shopping within a mobile app. With these new capabilities, companies need to make sure they support their customers quickly, efficiently, and across every channel.  Exactly what customers are able to do.

Screen Shot 2014-06-16 at 1.24.29 PM


Try out the next generation of for yourself! You can learn how to switch in this support article, and download the new mobile app from the iOs App store.


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