Omnichannel is a hot buzzword in the customer support world, but what does it actually mean, and can your company benefit from it? Think of it as the support you would want for yourself: a real conversation where you don’t have to repeat yourself with all channels seamlessly connected. Ideally, tickets are resolved more smoothly, […]
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
An omnichannel customer experience could be the missing key to both customer satisfaction and an improved agent experience
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource.
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
We surround ourselves with people who push us to be better. That's why VINA invites its customers to help test the social networking app, create content, and to build community
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
B2C companies need to invest in features that account for their consumers’ behaviors, so we highlighted the 5 must-haves features that ensure every customer can be heard.
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
BombBomb uses video—and Zendesk Support, Guide, and Chat—to rekindle a sense of human connection with its customers
If you want to provide optimal support, you need to focus on your agents and what they need
We’ve turned the spotlight on Zac Renault, a customer advocate who provides French language support. Zac explains the value of sometimes telling the customer, “I don’t know,” as the first step toward resolution
All aboard the apps train! We've got a ton of great new integrations to help you kickoff the new year.
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?
With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.