The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere
The difference between chat and messaging
For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and messaging—and when to use them
The latest integrations have arrived
We're wrapping up summer and preparing for fall with some brand new integrations
The cure for support stagnation? A new integration
We’re closing out July with some great new integrations
How The Groomsman Suit offers tailored customer love, at scale
The Chicago-based startup The Groomsman Suit is making a name for itself by taking the guesswork out of suiting up
Use these maps to find great apps
A new month means new Zendesk integrations
Unlimited support: How Vimeo’s dedicated support engineer Zena Hirsch uplevels operations
Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.
April showers bring a bounty of integrations
They also bring lousy headlines. Hey, they can’t all be hits
The integration party never stops
We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.
I’ve written at least 50 headlines for our monthly integrations post, you think you could do better? Let’s just move onto what you’re all here for
Chat support models: shared vs dedicated
Here are two methodologies for channel assignment that can help improve the overall customer experience
Questions to ask when staffing chat
Here are some other considerations to keep in mind when deciding on the number of agents to hire for chat support
The integration constellation
Look to the skies, or just our apps marketplace, to learn about all the great new integrations
Bite Squad perfects orders with smart, personalized support
The Bite Squad customer service team includes nearly everyone in the company. Better analytics and more insight into site transactions enabled the company to connect with hungry customers more effectively.
How Zendesk customers gain value with ticketing and real-time support
Instant communication is the expectation when it comes to support, and when more than 53% of shoppers abandon their online purchase if they can’t find a quick answer, real-time communication in addition to traditional email support can help prevent customers from churning.
Fresh additions to the App Marketplace
September brings us plenty of new app integrations
Putting customers on the pathway to financial health
The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans
It’s national app month
No, that's not a holiday I made up just now
What’s the haps with the apps?
We're closing out July with some great new apps
When is it best to use chatbots vs. humans for customer service?
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
An integration libation
Zendesk plus some great new apps are a recipe for a great cocktail
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
Take an integration vacation
Here are all of the great new integrations for May
Zola marries passion for support with modern tools
Zola combines compassionate customer service with modern tools and technology