Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.
Strava creates fiercely loyal customers using a single, cross-device communication flow. Here’s how they do it.
It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.
Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide
The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness
Demand for 24/7 support is almost certainly going to come as your business grows
Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands.
We made it easier to create the help content that customers are looking for – introducing Content Cues for Zendesk Guide Enterprise
Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different? Learn more about multibrand functionality in Guide Enterprise.
Spring is here, and with it, tons of new Zendesk integrations.
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they’ll need descriptive analytics.
Live chat alone can’t define your customers’ experience – how they navigate the site, how they engage with support, and where they are on the customer journey all come into play.
Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?
Omnichannel is a hot buzzword in the customer support world, but what does it actually mean, and can your company benefit from it?
Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.
How did Slack, with all of its channels and private groups, direct messages and hashtags, go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future.
We've turned the spotlight on David Lowe, a premier support engineer. Here he shares the value of using soft skills when solving complex technical issues at the tier 3 level.
Customer analytics can tell you what you want to know about your customers, leading to sharper predictions and actionable roadmaps for achieving your desired results.
Let's break down what businesses are doing going into 2018 to prioritize the customer experience
It’s crucial that your live chat goals align with your business objectives. You don’t want an opportunity to slip by, so here are five business goals that can be supported (and more achievable) by offering live chat
We’ve got plenty of new apps that will help you ensure your customers experience the best support possible.
For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on