The latest innovations in artificial intelligence will showcase features with big upsides for agents
Implementing self-serve knowledge bases is one thing. But how do you take knowledge management a step further: by empowering both customers and agents?
By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of
Understanding how today’s AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning
It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities
The Madison office has historically served as Zendesk’s largest support hub, so it’s no small feat that 160 employees participated in the company’s Corporate Social Responsibility (CSR) initiatives to log a collective 1129 hours at 28 local non-profits
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
As the communication between customer and agent has become more multifaceted, an agile QA approach must evolve to reflect this complexity
Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult
Customer experience, or CX, goes hand in hand with customer service. In the end, transforming customer service helps businesses deliver great experiences, according to the updated findings.
The path a customer takes from Point A to Point B is a key source of truth in determining what they loved, what they hated, or where they got stuck. Learn why it's wise to walk a mile in their shoes.
When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read on for knowledge base design best practices.
Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers. Today, she’s embracing SaaS software, diving in headfirst and taking a hands-on approach to providing support
Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy team, she’s proving that solving big challenges is an art form in itself
And we’re all out of gum. But we have plenty of great apps to highlight this month:
With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.
We’ve highlighted some of the potential innovations coming to customer service by way of machine learning
The human brain processes video at astounding speeds. Try using it in your support pages.
Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one is truly the difficult part.
Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced
Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction
How your agents handle the delicate back and forth of a live chat conversation matters. Some may say proactive chat scripts are the answer. But are they?
In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers