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Start your omnichannel journey the right way Article

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 Article

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

Zoom + Zendesk: the benefits of video for remote support Article

Zoom + Zendesk: the benefits of video for remote support

We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, along with additional agents benefits when using video for remote support

New Zendesk research: how to go omnichannel Article

New Zendesk research: how to go omnichannel

Omnichannel has rapidly become the standard for meeting customer expectations in support.

Stairway to success: How to grow in your support role Article

Stairway to success: How to grow in your support role

Esperanza “Zsa” Trias has leadership in her blood; after all, her great-grandfather, Mariano Trias, was the first de facto vice president of the Philippines.

Agents need cross-channel communication Article

Agents need cross-channel communication

I recently had a rough customer service interaction.

Agent education: 3 top priorities Article

Agent education: 3 top priorities

Want a surefire recipe for dismal customer satisfaction?

Skills-based routing: Route your way to success Article

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

Customer Service World Cup 2018 Article

Customer Service World Cup 2018

While teams from across the globe compete on the field at the Wold Cup, we explored how they stack up based on a key indicator of good customer service: customer satisfaction

An integration libation Article

An integration libation

Zendesk plus some great new apps are a recipe for a great cocktail.

Take a customer-facing approach to your internal knowledge base Article

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.

New Zendesk research: omnichannel and better support Article

New Zendesk research: omnichannel and better support

Customers expect a seamless experience across channels, allowing them to communicate in the ways that are most comfortable and convenient for them.

Keep your knowledge base healthy with the newest innovations Article

Keep your knowledge base healthy with the newest innovations

The healthiest knowledge bases are constantly iterated and improved upon over time, which we know only happens if agents and team members are empowered to contribute to and maintain the content

Support agents can improve the ecommerce experience Article

Support agents can improve the ecommerce experience

In the world of ecommerce consumer decisions are made in seconds.

Providing support on multiple channels in multiple languages Article

Providing support on multiple channels in multiple languages

Just the other day, as I was scrolling through my never-ending reading list, I stumbled upon an article on customer experience which made me raise my eyebrows.

What is omnichannel customer service? Article

What is omnichannel customer service?

It’s lunchtime on a Thursday, and Marisa—a busy professional who unwinds by backpacking and rock climbing—realizes that she’s missing a key piece of gear for her annual winter trip to Joshua Tree,

Collaborate across your ecosystem with Side Conversations Article

Collaborate across your ecosystem with Side Conversations

Getting the right information to or from the right people in a large organization is easier said than done.

Improvements to Zendesk’s terms and policies Article

Improvements to Zendesk’s terms and policies

It’s that time again….we’re updating our terms and policies to make it easier for you to understand how we supply our services to our subscribers.

Take an integration vacation Article

Take an integration vacation

Here are all of the great new integrations for May: Sprinklr Sprinklr is the most complete social media management system for the enterprise.

Staying GDPR compliant with Zendesk Article

Staying GDPR compliant with Zendesk

Well, it’s finally here.