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Latest stories Page 29
Article Increase useful live chat requests on your website
You’ve got a live chat widget on your website and you’re ready for the first few chats to come in.
Article Untapped: the ROI of customer service
If you manage a customer support center, you know your team is capable of great things.
Article Transforming your customer service in 4 steps
What are the keys to transforming your customer service operation?
Article How will artificial intelligence assist customer service agents?
The latest innovations in artificial intelligence will showcase features with big upsides for agents
Article Knowledge management is power—and empowering
Equipping your frontline customer service teams with product knowledge is one thing.
Article Agents need context to give personalised support
By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of
Article What’s the difference between machine learning and deep learning?
Understanding how today's AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning
Article How to make room in agents’ schedules to lend a hand
It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities
Article Why there’s no substitute for IRL support
The Madison office has historically served as Zendesk’s largest support hub, so it’s no small feat that 160 employees participated in the company’s Corporate Social Responsibility (CSR)
Article Getting wise to providing (even) better support
In the beginning, Hootsuite was like a lot of startups, in immediate need of a system to help manage customer service inquiries and to keep pace with growth
Article Meet multichannel demands with agile QA
As the communication between customer and agent has become more multifaceted, an agile QA approach must evolve to reflect this complexity
Article Grow the bottom line by building trust
Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult
Article The consequences of bad customer service
We know the qualitative, anecdotal impacts of bad customer service—most of us can easily remember the last time we were on the receiving end of it.
Article Customer journey map: What it is and how to create one (and examples)
Every company wants to understand what makes customers come to their business – and what makes them leave.
Article Fantastic voyage: Customer journey mapping is well worth the effort
Customer journey mapping is a way for companies to see what customers really and truly experience with your brand, whether they’re browsing your knowledge base or being talked through a concern by
Article 5 best practices for designing a knowledge base
When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind.
Article Zendesk updates its Terms and Policies
It only happens once in a blue moon, but it’s here—Zendesk has updated its Master Subscription Agreement (“MSA”) and Privacy Policy!
Article Kicking apps and chewing gum
And we're all out of gum. But we have plenty of great apps to highlight this month:
Article FAQ-page design: Be savvy about self-service
Wonderful conversation makes the world go ‘round, and we’ve heard your support agents are pretty wonderful to talk to.