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.
Appy New Year!
We’re welcoming the new year with some great new apps to help you make the most of Zendesk!
Chat support models: shared vs dedicated
Offering omnichannel customer service is the core of any organization’s support strategy.
Let the robots have those jobs—the evolving AI-agent relationship
The warnings say robots are coming for our jobs, but it’s more accurate to say they—AI-supported automation, that is—are taking over tasks that should be automated anyway
5 questions to ask customers to improve your customer support
Feedback in business is crucial to growing and improving. It's beneficial to take a closer look at what's working and what isn't. But where do you start?
What is tier 0 customer support?
Reflecting the importance of providing excellent self-service to manage rapid growth and satisfy customers, you might want to launch tier 0.
5 types of difficult customers and how to help them
No matter how much time you spend delivering good customer service, it’s important to remember you can’t please everyone every time. The key is to learn how to make the best of a difficult customer interaction and resolve the issue in a manner that satisfies everyone
Questions to ask when staffing chat
Many factors need to be considered when determining how to staff your chat support channel.