Writing
If you can’t measure it, you’re guessing. I have watched grown adults argue about whether Claude does better work if you say please and thank you. One of them had...
Read more →Alright look. If you’ve built a bunch of Zendesk instances you’ve noticed that it’s a pretty bad time. Zendesk is a great tool and I’m very grateful to Zendesk Inc...
Read more →The government recently announced an “AI Work Assistant” at London Tech Week, with PM Starmer calling it “a job centre in your pocket.” You can try the CV writer here...
Read more →You might have seen we've started a series where we evaluate and compare other platforms. The Youtube playlist is here and our article looking at BoldDesk is here. Someone asked...
Read more →Last Year’s Voice AI Predictions Zendesk publishes an annual CX Trends Report, and I was reviewing last year’s predictions to see how that looks in hindsight. One prediction that Zendesk...
Read more →You may have spotted we had a brief pause in updates to this page. Deltastring news is collected and collated and the analysis generated on a physical machine under my...
Read more →Is your help centre performing as it should? We've done some research and see that many fail basic tests of accessibility and performance. We've got great ready-to-go and also custom...
Read more →Is everybody (in the implementation consultant game at least) battling the AI perception/capability gap? There are tools that can really help to get stuff done, but it can't cover up...
Read more →We're on manoeuvres again today, with meetings in Hampshire looking at the products and tools which will drive the future of support and customer operations more widely. We are making...
Read more →Yesterday we were in London for some networking and meetings and had breakfast with our friends at Geckoboard. You can hear our thoughts on Zendesk metrics for the AI age...
Read more →The general availability of the action builder means this will be a fun week for Zendesk admins who haven't yet had a play with the latest toy. I'm not generally...
Read more →With the attacks on large surface area business applications increasing, it's the right time for Zendesk to encourage admins to re-evaluate security configuration. We have performed audits for enterprise level...
Read more →Is your help centre performing as it should? We've done some research and see that many fail basic tests of accessibility and performance. We are now offering ready-to-go and also...
Read more →Having had a bit of a fight with Claude over weeks trying to make these summaries good on this page, I have some sympathy for whoever was responsible for the...
Read more →This week we see a big batch of updates, primarily in the AI Agents Advanced package. I know I have a reputation in this space as an AI cynic (see...
Read more →Just a couple of smaller items we want to draw your attention to this week: The Delaware court ruled in favour of the Zendesk board once again, which likely draws...
Read more →Voice felt like a channel on the decline for a long time, with its high costs and frustrations around reporting and triage. AI is going to be the key to...
Read more →We've got some focused and niche updates this week. ARC still has experimental status with the IEFT (RFC history here) but Zendesk handles a huge quantity of email so implementing...
Read more →Like last week, security takes priority. It's easy to forget to disable old tokens and we see plenty of instances still allowing simple password access, even for API authentication. Drop...
Read more →though when the machines rise up please don’t quote me on that You can probably tell from the title of this post that I am not, at present, an AI...
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