Trends and Insights
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 8
Article Time to tackle your ticket backlog
A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it
Article The ROI of empowered agents
Customer support agents who are empowered in their jobs can focus on what they do best: solving problems.
Article Sales and support: aligning to improve customer retention
Editor’s Note: This is the first post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business
Article How to get customer feedback: 3 methods
As the founder and chairman of the largest laptop manufacturer in the world, Barry Lam has made billions of dollars by having a keen understanding what his customers want
Article Make self-service easy with the Web Widget
“If you build it, they will come.” This may work in the movies, but does it work with the self-service content you’ve spent time and resources constructing?
Article What’s the difference between machine learning and deep learning?
Understanding how today's AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning
Article 5 best practices for designing a knowledge base
When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind.
Article Deliver a seamless online customer experience
In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers
Article The benefits of proactive chat
The name of the customer service game these days is knowing what your customers need before…
Article Excellent customer service, excellent ROI
“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you're wary of trying a new ice cream flavor.
Uncover the true value of your customer support organisation
Uncover the true value of your customer support organisation with the technology trends that matter most in 2017.
Gartner Predicts 2017: CRM Customer Service and Support – EMEA
2016 has challenged industry leaders to engage customers across all support channels, but the coming year, 2017, has taken a swift turn towards analytics and artificial intelligence (AI) to deliver better support interactions
Forrester TEI Report Examines the ROI of Zendesk
Upgrades, upgrades, upgrades. Everyone is making them, so you ask yourself, "Should my business upgrade systems, too?