Because newsletters can be fun

Map a customer-centric omnichannel support strategy

October 20, 2017

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

October 19, 2017

Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service

The paradox of channel choice

October 17, 2017

It’s good to offer all support channels, but not all the time, and not everywhere. That’s why guiding customers to the best support channel for their needs based on your resources can not only reduce their effort, but can also streamline your company’s support and allow you to staff appropriately.

Agent feedback: putting the pieces together

October 11, 2017

When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance

Shopify brings the customer journey full circle

October 10, 2017

While it’s necessary for your teams collaborate, it’s not necessary to send your customers to multiple departments throughout the company

Design a strategy for seamless omnichannel support

October 10, 2017

Scaling and providing consistency across channels requires an omnichannel support solution—informed by a strategy that keeps the customer at the center of your business

Reduce customer effort with great service

October 10, 2017

Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it

Geckoboard conquers global support with data

October 9, 2017

Research by Global Workplace Analytics found that the number of remote employees has grown by 115% since 2005

How Spokeo connects more people, faster than ever

October 4, 2017

Spokeo uses the Zendesk Support, Guide, and Chat products, along with a key integration with Tymeshift, to provide seamless omnichannel support across its email, live chat, and self-service channels

Providing a great customer experience during the holiday rush

October 4, 2017

To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help your team deflect more tickets and keep CSAT scores high

How Zendesk customers benefit from self-service

October 2, 2017

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our customers and their use cases related to self-service

New additions to the Apps Marketplace

September 28, 2017

Check out these new integrations, all designed to help you provide great support and get the most out of Zendesk

How’s your first reply time? Not fast enough.

September 27, 2017

Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family

Keep support knowledge fresh and useful

September 27, 2017

Knowledge is the product that your support team owns and builds every day

Sales and support: Collaborating to increase growth

September 26, 2017

Businesses must seek to grow with existing clients and enhance the value of these relationships over time

Relate Live: Transform your team, tech, and CX

September 25, 2017

Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live

Listening and leading by example

September 22, 2017

We’ve turned the spotlight on Haley Varenkamp, a team lead on Zendesk’s Advocacy team, who underscores the importance of listening to your team

Making the most of an NPS survey

September 21, 2017

What can an NPS survey tells you about your customer experience?

5 benefits of turning know-how into knowledge

September 20, 2017

To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out

Relate Live: tech solutions for customer support challenges

September 19, 2017

You don’t just come to an event like Relate Live for the networking and food; you’ve got real challenges that need solving

How to support your robot co-worker

September 19, 2017

We’ll learn to work well alongside our robot co-workers, but to get there, both sides are going to have to learn

Better things are in store—join us for Relate Live

September 12, 2017

It’s good to follow hunches, indulge in passion projects, and step outside our comfort zones

Why chatbots won’t necessarily replace humans

September 11, 2017

Chatbots will play a much larger role in customer interactions in the next five years, but not at our expense.

Shaving down ticket volume with Answer Bot

September 7, 2017

Dollar Shave Club earns a 25% resolution rate with Answer Bot, freeing up agent time for extended chat support hours and other projects

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