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Latest stories Page 29

Increase useful live chat requests on your website 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.

Untapped: the ROI of customer service Article

Untapped: the ROI of customer service

If you manage a customer support center, you know your team is capable of great things.

Transforming your customer service in 4 steps Article

Transforming your customer service in 4 steps

What are the keys to transforming your customer service operation?

How will artificial intelligence assist customer service agents? Article

How will artificial intelligence assist customer service agents?

The latest innovations in artificial intelligence will showcase features with big upsides for agents

Knowledge management is power—and empowering Article

Knowledge management is power—and empowering

Equipping your frontline customer service teams with product knowledge is one thing.

Agents need context to give personalised support 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

What’s the difference between machine learning and deep learning? 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

How to make room in agents’ schedules to lend a hand 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

Why there’s no substitute for IRL support 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)

Getting wise to providing (even) better support 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

Meet multichannel demands with agile QA 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

Grow the bottom line by building trust 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

The consequences of bad customer service 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.

Customer journey map: What it is and how to create one (and examples) 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.

Fantastic voyage: Customer journey mapping is well worth the effort 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

5 best practices for designing a knowledge base 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.

Zendesk updates its Terms and Policies 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!

The art of business analysis in customer support Article

The art of business analysis in customer support

Jen Neuls’ early career was in the arts.

Kicking apps and chewing gum Article

Kicking apps and chewing gum

And we're all out of gum. But we have plenty of great apps to highlight this month:

FAQ-page design: Be savvy about self-service 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.