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A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
I recently had a rough customer service interaction.
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
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.
Learn the causes and solutions Cherry-picking has a negative connotation.
We all know how great it feels to be in the zone.
Creating the optimal experience In customer service, if you hear the word “optimal,” it’s most likely modifying “Support Experience.
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
We see ourselves as customer driven, dedicated, and hard-working.
Customer support is no longer a destination.
When we started our corporate social responsibility (CSR) journey seven years ago, we were small and scrappy: approximately 60 employees.
Sometimes you don’t know how good you have it until you’ve experienced something else.
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.
Even when you’re anxious to leave a software or service behind, making the change to a new customer service solution can be hard.
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
Did you arrive here from Google to learn more about how SEO can improve customer service?
Zendesk lesson #3: Businesses are made of people, and those people have relationships and ties to the communities they live in.
Zendesk lesson #5: Selling enterprise business software doesn’t have to be boring.
Zendesk isn’t just a ticketing solution.