Customer service trends
The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.
Latest stories Page 5
Article Can chatbots make the insurance industry more human?
Chatbots can simplify the flow of insurance quoting engines, and companies like Pronavigator embedding chatbots on their websites to generate more leads.
Article Agents need cross-channel communication
Here's why omnichannel support for agents and customers is a necessity
Article The consequences of bad customer service
Customer experience, or CX, goes hand in hand with customer service. In the end, transforming customer service helps businesses deliver great experiences, according to the updated findings.
Article A customer experience definition
Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one…
Article New Zendesk research: omnichannel and better support
With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers
Article What is omnichannel customer service?
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
Article 5 ways customer interactions can improve your business
Customers will call, customers will interact, and customers will even vent at you. But the truth…
Article 3 questions to ask about business messaging
Context and identity are precisely what makes messaging so powerful. Capturing this information will allow you to deliver truly personal experiences your customers will love.
Article Building customer loyalty with great support
Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide
Article The dynamic, long-term impact of self-service
Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.
Article See your business goals through by offering live chat
It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.
Article Hold the line—your new hold music has arrived
There are plenty of places to get high-quality on hold music for cheap—or even free.
Article 5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.
Article Understanding bot abilities—and limitations
The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.
Article Map a customer-centric omnichannel support strategy
The best omnichannel strategy lets your agents and customers move fluidly through channels
Article Reduce customer effort with great service
Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it
Article Forrester: Engagement Costs Continue To Rise Even With Digital
Facebook, Snapchat, Instagram, Messenger, LinkedIn, WhatsApp, WeChat—we have a seemingly ceaseless number of ways to communicate.…
Article Providing a great customer experience during the holiday rush
To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help…
Article How Zendesk customers benefit from self-service
For a deeper dive into the benefits of customers helping themselves, we highlighted five of our…
Article Sales and support: Collaborating to increase growth
Businesses must seek to grow with existing clients and enhance the value of these relationships over time