Every ticket is a puzzle: One advocate’s drive to solve them
Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.
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
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
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
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. When deciding whether to overhaul your current customer service support system—not so much
Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about
Four examples of good customer service
What if the industry’s definition of what comprises top-notch customer service varies from what customers really value?
The more the merrier: Add teams to Zendesk Support
Your customer service team answers many of the day-to-day questions that arise (and they’re great at it), but expertise from other departments is sometimes required
Omnichannel customer service: what people really want
Amidst a growing multitude of channel options, consumers don’t just want support on a variety of channels, they want omnichannel customer support, or support across a spectrum of channels, each one optimized for an experience best suited for that channel
Advocate Spotlight on Tier 3: Bringing a hive mentality to work
Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn from our advocates’ on-the-job expertise. This time around, we wanted to illuminate our entire Tier 3 team, as they truly stand as one
What is good customer service and does it really matter?
With the help of Dimensional Research, we conducted a study to understand the value of good customer service. The results back up what weve been saying for a long time: providing great customer service can pay dividends that are far-reaching and long-lasting
How to improve customer service: align the company with shared goals
As head of customer service, you know better than anyone the importance of customer service. Today’s business climate is fiercely competitive. Savvy consumers are empowered by powerful new technologies and emboldened by cultural trends that put them in the driver’s seat
Highlighting your customer service capabilities
Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better
Boosting call center customer satisfaction
If your primary goal is to improve call center customer satisfaction, it’s not enough to just provide a phone number to call
Multi-channel support expectations are growing
Though it might seem like a contradiction, Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. Whether it’s on the phone, email, or chat, multi-channel support expectations are growing
Supporting customers while supporting the community
Meet DeShawn, a senior Tier 1 advocate, who shares why making time to volunteer in the community helps him do a better job at work
How efficient customer service affects your bottom line
Your customer service agents might be hard workers, but if systems are preventing them from being productive, hard work might not always equate to efficient work. If workflows or systems are holding your employees back it might be time to reconsider the software you use
Find out what’s new with Zendesk
Join our product marketing team for an in-depth walk-through of all product updates in the last quarter. In this 60-minute webinar, we’ll take you through the new features in Support, Help Center, Chat, Talk, and Message
Gartner disrupts the traditional analyst model with new FrontRunner Help Desk quadrant
I recently attended a Gartner event in Las Vegas. It was designed to support the business and IT professionals who focus on customer initiatives for their organizations. At lunch the first day I sat with the VP of customer service at one of America’s oldest food companies. Curious, I asked, “What’s of most value to […]
Will You Make 2017 the Year of the Conscious Consumer?
As the marketplace expands, Conscious Consumers will only continue to grow in audience size, influence, and purchasing power, relative to the pool of all consumers. It’s not a fad or a trend or an ambitious new exercise regime—Conscious Consumerism is a way of thinking that’s here to stay
Are your customer experience initiatives working?
As the customer service playing field has changed, so have the criteria for measuring success. Enter Forrester’s customer service assessment tool: a detailed framework for understanding how your organization’s efforts stack up against more than one hundred and fifty customer service experience best practices
Turning customer reviews into real revenue
Customer service is too often an afterthought and many times customer requests go unanswered. Yet with the proliferation of connected devices, customer expectations are at an all time high – they expect to get help quickly and on every channel
Why Oulun Energia turned to Pepron to give their customer service a power boost
Oulun Energia’s motto is “We are all at the customer’s service.” As a value, it has served their customers well. Behind the scenes, however, Oulun Energia was looking for a customer service solution that was also at the customer’s service. Their existing system offered limited methods for tracking customer support satisfaction.
An unlikely advocate for Advocacy
Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his approach for encouraging creativity and professional growth within a highly technical team