Which channels do you get the best results from?
We thought this might be all (or at least mostly) theory, but there were some nice actionable tidbits here. It’s not what you’d call a how-to guide or anything, but you’ll leave with a good sense of how to leverage omnichannel customer service. We also enjoyed the orange text that signaled external references or important takeaways. We had other issues with the design but thought that worked well enough.
This ebook was a bit of a slog to read. It’s laid out OK, it’s passable, but Zendesk can do better than 16 image-less pages of 2-column text. Toss a little variety in here to hold our interest and help propel us through. Structure could use a little sprucing up as well.