Putting customers on the pathway to financial health
Anyone who’s ever bought a car, rented an apartment or made a personal budget knows that finances aren’t always straightforward, especially if you’ve had bad luck with credit
Proven tips for retailers to make the most of this holiday shopping season
We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy.
Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
6 steps towards developing a customer support career path
As with any profession, a customer service job can grow in different directions, leading to many new opportunities.
Will your support team work from a central location or virtually?
If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce
How self-service helps Reverb hit the right notes with customers
Musical instrument marketplace Reverb has gotten ahead of its customers’ needs by taking a truly omnichannel approach to customer service.
How self-service helps Reverb hit the right notes with customers
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
Three things to keep in mind when recruiting customer service agents
Finding the right customer service agents is a difficult task.
The importance of customer service benchmarking
Regularly benchmarking your performance against peers is essential to maintaining a competitive edge
Omnichannel vs. the other way
If you’ve followed Marisa’s journey with Frozen Outdoor, as well as how—and why—the company implemented omnichannel customer service, then you might be wondering: what’s it like for agents on the
Announcing the Zendesk and WhatsApp Integration
We’re excited to announce the launch of our integration with WhatsApp Business Solution.
What’s the haps with the apps?
We’re closing out July with some great new apps: GDPR Redaction App The GDPR Redaction App helps you remove user and ticket data in accordance with GDPR requests
How to build customer loyalty with shipping
Some retailers see shipping and delivery as solely utilitarian.
3 of the best knowledge management examples
Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.
When is it best to use chatbots vs. humans for customer service?
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
Slack excels at onboarding customers: here’s how
How did Slack go from none to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
Start your omnichannel journey the right way
Understanding the value of the omnichannel experience is one thing, but successfully implementing it?
What to consider before you offer global support training
As companies expand their support operations to provide customer service from multiple regions, they are faced with the challenge of maintaining consistent support from each of those regions
A simple way to understand machine learning vs deep learning
Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference.