Article
Latest stories Page 31
Article Multi-channel customer service, made-to-order
“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year.
Article First contact resolution: beacon of good support?
First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls
Article 6 Reasons why every call center should use an integrated ticketing system
Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone
Article The low-down on the best new integrations
We have a bevy of new ways to integrate with Zendesk.
Article 6 Reasons why every call centre should use an integrated ticketing system
Despite major improvements in other realms of customer service, many companies are using outdated technology and…
Article Customer service terms everyone should know
To “translate” the language of the business, we’ve put together a glossary of customer service terms commonly encountered in a support organization
Article Taking the long view: agent life cycle
No matter the type of business, customer service agents are very often the first people customers and prospects speak with
Article Let’s get serious about improving the customer experience
Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience
Article How to increase conversions with chat
While adding a live chat channel can increase website conversion rates by 29 percent, you can further optimize your chat channel and increase conversion rates with chat conversion tracking
Article You don’t always need call center scripts
Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers
Article Setup your agents and end-users for success with Chat
You’ve made the important step of deciding to implement a new Chat channel, but now what?
Article Create an effortless experience for customers
Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth of service channels that previous generations could only dream of
Article How customer-centric is your business?
When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer.
Article Improve the agent experience for happier customers
In contrast to the big picture challenges of hiring and training agents, agent experience includes everything from resolving support queries to writing knowledge-base articles to improving
Article Creating a customer service definition
Arriving at a customer service definition that everyone can agree on can be tough, but taking a step back to define its key elements is a useful exercise
Article The wild west days of SaaS are coming to an end
BetterCloud recently released findings from their annual survey “The State of the SaaS-Powered Workplace” in which over 1,800 IT executives were surveyed about the adoption of and challenges with
Gartner’s 2017 Magic Quadrant for CRM | Zendesk
In this report, Magic Quadrant for the CRM Customer Engagement Centre 2017, Gartner examines the global market for customer service and support applications.
Article Work smarter: live chat best practices
As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers
Article When the benefits of switching software outweigh the costs
Switching to a new software solution can be a great idea, but the long-term costs of implementing new software may not be so obvious
Article The art of the ticket escalation process
Most customer issues are resolved on the front lines: with the service agents tasked with walking your clients through their queries and concerns.