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Multi-channel customer service, made-to-order 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.

First contact resolution: beacon of good support? 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

6 Reasons why every call center should use an integrated ticketing system 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Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

The low-down on the best new integrations Article

The low-down on the best new integrations

We have a bevy of new ways to integrate with Zendesk.

6 Reasons why every call centre should use an integrated ticketing system 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Despite major improvements in other realms of customer service, many companies are using outdated technology and…

Customer service terms everyone should know 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

Taking the long view: agent life cycle 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

Let’s get serious about improving the customer experience 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

How to increase conversions with chat 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

You don’t always need call center scripts 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

Setup your agents and end-users for success with Chat 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?

Create an effortless experience for customers 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

How customer-centric is your business? 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.

Improve the agent experience for happier customers 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

Creating a customer service definition 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

The wild west days of SaaS are coming to an end 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

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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.

Work smarter: live chat best practices 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

When the benefits of switching software outweigh the costs 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

The art of the ticket escalation process 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.