The path to a better customer service workflow
You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.
I’ve written at least 50 headlines for our monthly integrations post, you think you could do better? Let’s just move onto what you’re all here for
The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
Do you need a customer service BPO?
Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO
How to know when it’s time for omnichannel customer service
If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for
Good proactive engagement factors in privacy concerns
Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.
3 benefits of proactive engagement
Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve
How to improve the customer experience through conversational customer service
Through mobile applications, social networks, and even instant messaging, brands must be where their customers are, interacting in real time and creating a frictionless customer experience.
Your customers are important–and so is their data
Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for
5 trends to uncover in your customer service data
A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.
Solving your customer problems without causing more problems
What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well
Customer support vs customer service
While the meaning of the terms “customer service” and “customer support” may have become muddled, it is still important to differentiate the two
4 tips for springboarding from Tier 1 support
See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk
Innovate, explore and onboard with a sandbox
Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.
How businesses can benefit from proactive messaging
Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented
3 smart solutions to common customer service challenges
While every business is unique, growing businesses which prioritise customer experience often have a few customer service challenges in common.
New year, new apps
Check out these great new apps. They’ll help you make the most of Zendesk and provide a great experience for your customers.
Employees are customers, too: why building a better internal help desk matters
Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success
5 questions every IT leader should ask of their CRM platform
When IT leaders are deciding what they need in a CRM platform, there are five important questions they should ask
Why AI will transform how customer service teams work
Visionaries in the field of artificial intelligence in customer service see radical changes on the horizon, with a tipping point lying just a few years in the future
Use customer surveys to innovate your customer experience
Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!
How to structure product support
The customer support agents in tier 1 provide general product support across one or more products.
Help your multilingual knowledge basethrive with AI
Data shows that, for global businesses, providing support in multiple languages is well worth the effort.
Enhancing the agent experience with contextual workspaces
Support agents don't benefit from clunky interfaces or confusing processes.