Help desk vs service desk: what’s in a name?
Regardless of what you call these support teams, there are many solutions that help you better meet customers’ needs
Enhancing the agent experience with contextual workspaces
Support agents don't benefit from clunky interfaces or confusing processes.
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
Using a smart knowledge base to unlock agent potential
Customer support jobs are most rewarding when agents come through with the right help at the right time.
Support your support with self-service
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers
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
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.
Agents need cross-channel communication
I recently had a rough customer service interaction.
Skills-based routing: Route your way to success
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing
Be the type of tech support team you want to interact with
When code breaks down inside a product, the result is a telephone ringing or the quiet ping of a new email notification at that company’s support center.
The four C’s of cherry-picking
Learn the causes and solutions Cherry-picking has a negative connotation.
Happier agents go with the flow
We all know how great it feels to be in the zone.
Feedback is a gift—take it and optimise
Creating the optimal experience In customer service, if you hear the word “optimal,” it’s most likely modifying “Support Experience.
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not - but you can figure it out with Agent Satisfaction (ASAT) surveys and by measuring agent performance
Vacation-ing the premises
We see ourselves as customer driven, dedicated, and hard-working.
Improving retail experiences with conversational commerce
Customer support is no longer a destination.
Be a good neighbor, become a good business with CSR
When we started our corporate social responsibility (CSR) journey seven years ago, we were small and scrappy: approximately 60 employees.
Execs need to be the kind of leaders people want to follow
Sometimes you don’t know how good you have it until you’ve experienced something else.
What you didn’t know about self-service: 5 departments that benefit, too
Self-service can have a positive impact on every department within an organization—not just your team of agents or the customers they’re working hard to serve.
Choose wisely: What to ask a potential vendor
Even when you’re anxious to leave a software or service behind, making the change to a new customer service solution can be hard.
Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
SEO and customer service: The benefits of aligning efforts
Did you arrive here from Google to learn more about how SEO can improve customer service?
Businesses are made up of people
Zendesk lesson #3: Businesses are made of people, and those people have relationships and ties to the communities they live in.