Customer support management
The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.
Latest stories Page 13
Article Customize your CSAT surveys
Customer satisfaction (CSAT) has long been a measurement used to help companies understand how well their agents and the customer service organization as a whole have been performing
Article The importance of benchmarking customer service
No one needs to tell you that a great customer experience is critical to a company’s success.
The science behind satisfaction prediction
We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers
Article Sharing customer feedback
There’s no question that collecting customer feedback from support tickets, churn and NPS surveys, and other sources can help your company identify problem areas in customer service or your
Article Chatbots for business: a new support standard
If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window
Article How Allbirds’ customer service is taking flight
Allbirds partnered with Zendesk for their customer service software when they first launched
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 Untapped: the ROI of customer service
If you manage a customer support center, you know your team is capable of great things.
Article Getting wise to providing (even) better support
In the beginning, Hootsuite was like a lot of startups, in immediate need of a system to help manage customer service inquiries and to keep pace with growth
Article Grow the bottom line by building trust
Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult
Article Customer journey map: What it is and how to create one (and examples)
Every company wants to understand what makes customers come to their business – and what makes them leave.
Guide From Sloane Square to SaaS: A support advisor’s journey at John Lewis Partnership
Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers.
Article FAQ-page design: Be savvy about self-service
Wonderful conversation makes the world go ‘round, and we’ve heard your support agents are pretty wonderful to talk to.
Article How video can enhance self-service
When a customer hits a roadblock, often their first course of action is DIY.
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
Guide How PlanGrid empowers the construction industry with Zendesk Support
PlanGrid believes that impeccable customer service is the lynchpin to a lasting and healthy relationship with customers.
Guide Raise your ticket deflection ratio with smart self-service
It's time to demystify ticket deflection and improve your deflection ratio
Article Get motivated with customer service quotes
We collected some customer service quotes to look to when the going gets tough
Guide For FabFitFun, subscriber growth means scaling up customer service
With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth
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.