Zendesk Duet: break down the silos between sales and support
Duet is a “super-seat” that gives users access to both Sell and Support, enabling sales and support reps to take advantage of the customer data flow between them
From content manager to cross-functional collaborator
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
Take a customer-facing approach to your internal knowledge base
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimise a knowledge base for internal use.
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.
Selling enterprise business software can be exciting. Really.
Zendesk lesson #5: Selling enterprise business software doesn’t have to be boring.
Support beyond tickets
Zendesk isn’t just a ticketing solution.
What it’s like on the front lines of support
Use cases, feedback, and educational opportunities are all things to look out for and remind yourself of when offering support, but it’s also important to maintain a fresh perspective on the type
Agent feedback: putting the pieces together
When your customer service team is staffed with empowered, satisfied agents, your company stands to gain across the board.
Shopify brings the customer journey full circle
Sales and support working together A question from a single customer often requires information and expertise from multiple departments.
Keep support knowledge fresh and useful
Knowledge is the product that your support team owns and builds every day.
Sales and support: Collaborating to increase growth
This is the third post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business objectives
Listening and leading by example
We've turned the spotlight on Haley Varenkamp, a team lead on Zendesk's Advocacy team, who underscores the importance of listening to your team
Conduct an agent satisfaction survey
Satisfied employees are good for business.
Transforming your customer service in 4 steps
What are the keys to transforming your customer service operation?
Knowledge management is power—and empowering
Equipping your frontline customer service teams with product knowledge is one thing.
Agents need context to give personalised support
By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of