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Differentiated customer experiences start with better cross-functional collaboration Article

Differentiated customer experiences start with better cross-functional collaboration

Great customer service is the backbone of great customer relationships.

International relations 101: The keys to multilingual support success Article

International relations 101: The keys to multilingual support success

“Querer é poder” is a Portuguese proverb that roughly translates to, “Where there’s a will, there’s a way.

Introducing The Suite: Zendesk’s omnichannel solution Article

Introducing The Suite: Zendesk’s omnichannel solution

Zendesk 's newest customer service solution —The Suite.

Five ways in which customer interaction can improve your business Article

Five ways in which customer interaction can improve your business

Customers will call, customers will interact and customers will even vent at you. But the truth…

Repeat Customer: behind the scenes of great #CX Article

Repeat Customer: behind the scenes of great #CX

When things go wrong in customer service for a major brand, a lot of people pile on—dissecting what happened and publicly shaming the company for their missteps

Zola marries passion for support with modern tools Article

Zola marries passion for support with modern tools

Zola is reinventing the wedding planning and registry experience.

De-stress the change management process Article

De-stress the change management process

Change management might be needed for all sorts of reasons, such as an implementation of a new technology, transition to a new strategy, or an organizational change

Be the type of tech support team you want to interact with Article

Be the type of tech support team you want to interact with

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.

How Freshly provides seamless, time-sensitive support Article

How Freshly provides seamless, time-sensitive support

As one of the fastest-growing prepared-meal companies, the most important part of our business is accurately shipping fresh, nutritious meals to customers every week

All about average handle time Article

All about average handle time

A customer’s time is precious, and so is yours. Average handle time can help companies gauge the strength of their call center and phone support.

The integration meditation Article

The integration meditation

Everyone can relax; new integrations have arrived.

Be ready for anything: support forecasting and scheduling Article

Be ready for anything: support forecasting and scheduling

One of the easiest ways to distinguish a good support organization from a great one is this: good ones are capable of meeting the everyday challenges as they occur, but great customer service

Fullscript’s prescription for omnichannel customer success Article

Fullscript’s prescription for omnichannel customer success

Fullscript provides a single, easy route to better health.

How Strava cracked mobile support and engagement Article

How Strava cracked mobile support and engagement

Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.

10 Customer experience KPIs Article

10 Customer experience KPIs

According to recent research, by the year 2020, customer experience will overtake price and product as the key brand differentiator.

Building customer loyalty with great support Article

Building customer loyalty with great support

Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide.

Three things to consider when offering self-service Article

Three things to consider when offering self-service

The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness.

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Knowledge management best practices

A Q&A with Forrester's Kate Leggett on knowledge management best practices.

24/7 Support without 24/7 staff Article

24/7 Support without 24/7 staff

Providing support around the clock can be very difficult.

Content Cues: for agile and collaborative help content Article

Content Cues: for agile and collaborative help content

Staying on top of knowledge management for help centers can be tricky, but it's a lot easier with help from artificial intelligence