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Latest stories Page 21
Article Start your omnichannel journey the right way
Understanding the value of the omnichannel experience is one thing, but successfully implementing it?
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
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
Article New Zendesk research: how to go omnichannel
Omnichannel has rapidly become the standard for meeting customer expectations in support.
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.
Article Agents need cross-channel communication
I recently had a rough customer service interaction.
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
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
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.
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.
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
Article Support agents can improve the ecommerce experience
In the world of ecommerce consumer decisions are made in seconds.
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.
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,
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.
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.
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.
