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Service

When you focus on customer service and the customer experience, you can boost the health of your business. Happier customers mean a better bottom line.


Latest stories

Article
4 min read

Don't be afraid of change

Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources

Article
4 min read

Three ways an AI-powered knowledge base changes the game

AI-powered knowledge bases have become vital to providing high quality customer service — here's why.

Article
7 min read

6 call centre script best practices

The effectiveness of call center script templates depends on how you use them. Find call center script examples and learn how to boost support.

Article
3 min read

Help desk vs service desk: what’s in a name?

Regardless of what you call these support teams, there are many solutions that help you better meet customers’ needs

Article
4 min read

Knowledge management maturity: Tips for levelling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organisations can keep content relevant.

Guides and ebooks
2 min read

Go beyond support: Top 5 use cases for an open CRM platform

Customer relationship management (CRM) is about knowing every critical piece of information on your customers. With…

Article
4 min read

From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Ebook
1 min read

How Zendesk helps IT teams with the employee experience

Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and…

Article
5 min read

What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? How you behave means more than what you say or…

Article
1 min read

Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools

Your IT team deserves to work with the most effective tools and platforms when it comes…

Article
3 min read

What is a support ticket?

Support tickets offer a wealth of data about your customers that can benefit your entire organisation – but what do support tickets actually look like?

Article
3 min read

How to improve the customer experience through conversational customer service

Through mobile applications, social networks, and even instant messaging, brands must be where their customers are, interacting in real time and creating a frictionless customer experience.

Article
10 min read

How customer support and customer service work hand in hand

Customer support helps users troubleshoot and optimise their use of a product – knowing how it connects to customer service can be a boon for business.

Article
7 min read

The types of customer service you should know

With so many different ways to offer customer service, whether it be via email, social media,…

Article
5 min read

3 smart solutions to common customer service challenges

While every business is unique, growing businesses which prioritise customer experience often have a few customer service challenges in common.

Article
5 min read

5 questions every IT leader should ask of their CRM platform

When IT leaders are deciding what they need in a CRM platform, there are five important…

Article
4 min read

Use customer surveys to innovate your customer experience

Imagine that you’ve just dropped a glass of water in a customer’s lap. Chances are that the look on their face will tell you how they feel!

Article
1 min read

Employee experience: How consumer expectations are shaping the workplace

The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel

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