‘Many to many’—providing richer, scalable customer support in the Zendesk Community
An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience.
The benefits of owning your support community
The many benefits to hosting a support community include better knowledge sharing, fostering productive conversations, enabling product experts, moderating conversations, SEO and more.
Zendesk Duet: break down the silos between sales and support
Duet is a “super-seat” that gives users access to both Sell and Support, enabling sales and support reps to take advantage of the customer data flow between them
Zendesk welcomes Smooch, a platform for messaging
Welcome Smooch to the Zendesk family. We’re excited to see our customers develop messaging experiences that will exceed their own customers' expectations.
Customer experience is a team sport
As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport
From content manager to cross-functional collaborator
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
3 smart solutions to common customer service challenges
While every business is unique, growing businesses which prioritise customer experience often have a few customer service challenges in common.
Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they are becoming more accustomed to interacting with AI-powered tools for the support they need.
Introducing The Suite: Zendesk’s omnichannel solution
Zendesk 's newest customer service solution —The Suite.
The data-driven path to building a great help centre
While companies may differ in how they approach their knowledge content, customers agree that self-service interactions can make or break the support experience
6 tips to hone your support superpowers
Solving customer problems is one way to feel like you have superpowers, or at least 6 different arms to lend a helping hand.
Understanding bot abilities—and limitations
Even as AI makes strides toward reading human emotions through facial expression and verbal sentiment analysis, they’re not programmed to feel human emotion.
Did somebody say… new integrations?
Let's take a look at some great new integrations designed to improve and extend your use of Zendesk with new integrations for November 2017
4 industry leaders on how they use the Knowledge Capture app
We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re utilizing Zendesk Guide and the Knowledge Capture app.
Why it’s worth having your own branded community
There are many surprising benefits to hosting a branded community in addition to supplementing a help portal, including better SEO, knowledge sharing, customer engagement, and more
What we’re learning from Answer Bot
At Zendesk, we have jumped into the beginning phases of exploring this newer world of business-applicable machine learning with Answer Bot
An integration investigation
Let’s take a look at some great new integrations designed to improve and extend your use of Zendesk: Gift Gift is brought to you by our partner, Sweethawk, and enables you to send gifts to
What it’s like on the front lines of support
Use cases, feedback, and educational opportunities are all things to look out for and remind yourself of when offering support, but it’s also important to maintain a fresh perspective on the type
Map a customer-centric omnichannel support strategy
The best omnichannel strategy is designed around the customer so that they can move as fluidly between channels as your agents can
8 Customer service baselines
Setting customer service baselines and then hitting them is essential for not only delivering on your goal of providing great customer service, but also for evaluating how the support team is
The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere.
Shopify brings the customer journey full circle
Sales and support working together A question from a single customer often requires information and expertise from multiple departments.
Design a strategy for seamless omnichannel support
Scaling and providing consistency across channels requires an omnichannel support solution—informed by a strategy that keeps the customer at the center of