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Understanding the value of the omnichannel experience is one thing, but successfully implementing it?
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
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
Omnichannel has rapidly become the standard for meeting customer expectations in support.
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.
I recently had a rough customer service interaction.
Want a surefire recipe for dismal customer satisfaction?
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
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
Zendesk plus some great new apps are a recipe for a great cocktail.
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.
Customers expect a seamless experience across channels, allowing them to communicate in the ways that are most comfortable and convenient for them.
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
In the world of ecommerce consumer decisions are made in seconds.
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.
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,
Getting the right information to or from the right people in a large organization is easier said than done.
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.
Here are all of the great new integrations for May: Sprinklr Sprinklr is the most complete social media management system for the enterprise.