Article

Latest stories Page 24

Knowledge management cultivates high-performing teams Article

Knowledge management cultivates high-performing teams

The first prospective customer I spoke to after starting at Lessonly was a call center leader.

Time to build a support operations team Article

Time to build a support operations team

What’s the key to delivering exceptional customer service during rapid change and company growth?

Time to build a support operations team Article

Time to build a support operations team

It might be difficult to determine how and when to add a support operations team. Learn how we did it.

Customer support like texting your (girl)friends Article

Customer support like texting your (girl)friends

We’re each the sum of the five people we spend the most time with, says Olivia June, founder and CEO of VINA.

Happier agents go with the flow Article

Happier agents go with the flow

We all know how great it feels to be in the zone.

5 must-haves in B2C customer support Article

5 must-haves in B2C customer support

B2C companies need to invest in features that account for their consumers’ behaviors, so we highlighted the 5 must-haves features that ensure every customer can be heard

Article

The Multi-channel Customer Care Report

Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.

Everyone is an SME in the self-service economy Article

Everyone is an SME in the self-service economy

Self-service experiences play a valuable role for scaling companies, helping them optimize internal resources and give customers more value.

Building real relationships through technology Article

Building real relationships through technology

BombBomb uses video—and Zendesk Support, Guide, and Chat—to rekindle a sense of human connection with its customers

Feedback is a gift—take it and optimise Article

Feedback is a gift—take it and optimise

Creating the optimal experience In customer service, if you hear the word “optimal,” it’s most likely modifying “Support Experience.

The key to great service? Saying “I don’t know” Article

The key to great service? Saying “I don’t know”

We've turned the spotlight on Zac Renault, a customer advocate who provides French language support.

Next stop: the integration station Article

Next stop: the integration station

All aboard the apps train!

Product launches and the virtue of being vague Article

Product launches and the virtue of being vague

It’s not often that you will see public dates for new features or products. Why is that?

Keeping gamers in the game through customer service Article

Keeping gamers in the game through customer service

With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.

How to set up support tiers Article

How to set up support tiers

If your company is growing, your organizational structure is probably getting more complicated.

Gartner’s Customer Engagement report Article

Gartner’s Customer Engagement report

With the many available CEC options to research and choose from, it can be challenging to determine which one is the right fit for a company.

Are your customer service representatives happy? Article

Are your customer service representatives happy?

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

8 support manager skills to develop Article

8 support manager skills to develop

Organizations and management structures are always changing.

Growth requires change Article

Growth requires change

Learn to read the signs and scale for it early Company growth yields many opportunities and challenges.

Multiple products still need to add up to one great experience Article

Multiple products still need to add up to one great experience

As I approach my eighth year at Zendesk, I still recall the first time I visited a customer to watch a team of support agents work.