Latest stories Page 29
You’ve got a live chat widget on your website and you’re ready for the first few chats to come in.
If you manage a customer support center, you know your team is capable of great things.
What are the keys to transforming your customer service operation?
The latest innovations in artificial intelligence will showcase features with big upsides for agents
Equipping your frontline customer service teams with product knowledge is one thing.
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
Understanding how today's AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning
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
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)
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
As the communication between customer and agent has become more multifaceted, an agile QA approach must evolve to reflect this complexity
Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult
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.
Every company wants to understand what makes customers come to their business – and what makes them leave.
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
When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind.
And we're all out of gum. But we have plenty of great apps to highlight this month: