A well-designed FAQ that matches the look, feel, and tone of the business should be top of mind for any company with a digital presence. We know it’s how customers search for information and it’s often the first place would-be customers go for details when sizing up their options for goods and services. But what about the impact of other channels, beyond the FAQ, on customer service?
If your company’s current processes can’t properly address a barrage of customer grievances (and you’ll know that stress test when it happens), it could be time to reevaluate how combat-ready you are for when things get rough. Here are three great ways to combat customer frustrations
No one likes calling a company only to be put on hold. In fact, according to a survey from Google, 60% of customers think 1 minute is too long to wait on hold. But the good news is that a callback service ensures that your they don’t have to be put on hold if they […]
In order to deliver a great experience to a wider set of customers, Zendesk and Adobe are collaborating on an integrated solution. We’re excited to announce that we are partnering with Adobe to improve customer experiences, so customers can expect the same great service through a variety of channels
At the risk of sounding like a broken record, if you want to improve customer satisfaction, you need to measure customer satisfaction (CSAT)
Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and
Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better
Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone
As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on customer service teams is enormous. Customer service best practices today look very different than they did even five years ago. Yet, one truth remains the same: Customer service agents want to help. They care about the customers and want […]
If your primary goal is to improve call center customer satisfaction, it’s not enough to just provide a phone number to call
Though it might seem like a contradiction, Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. Whether it’s on the phone, email, or chat, multi-channel support expectations are growing
Meet DeShawn, a senior Tier 1 advocate, who shares why making time to volunteer in the community helps him do a better job at work
Editor apps are here and to celebrate, we’ve got a few new apps in the marketplace. Apps can now be given a new location within the Rich Text Editor in Zendesk Support accounts. They appear as native looking icons in the editor toolbar, right alongside the native formatting and attachment icons. Learn more about
To support the communities in which we operate, Zendesk recently launched a Singapore and Manila chapter of the global Zendesk Neighbor Foundation along with the expansion of our Chat Development Centre in Singapore and our new Customer Experience Hub in Manila
Including text support as part of your multichannel strategy is a great way to provide better customer experiences, differentiate your service, and make your team more efficient. With text support, your mobile customers will appreciate the easy access to information or help. In fact, 52% of US consumers would prefer texting customer support over their current preferred form of communication.
Wouldn’t you want to know if your customers are unhappy, and if so, why? Understanding a customer’s pain points can help you improve your business and better serve your customers
Customer service is critical in today’s one-swipe, one-click away world; competition is stiff and it only takes milliseconds to go to a competitor. Don’t just listen to us. Read our customer stories and learn how they help keep their customers happy
Your customer service agents might be hard workers, but if systems are preventing them from being productive, hard work might not always equate to efficient work. If workflows or systems are holding your employees back it might be time to reconsider the software you use
Join our product marketing team for an in-depth walk-through of all product updates in the last quarter. In this 60-minute webinar, we’ll take you through the new features in Support, Help Center, Chat, Talk, and Message
Zendesk can’t magically provide you with happier customers. But we can give you the tools you need to improve the customer experience
If loyalty, like old friends, is gold, then what’s a great way to maintain loyal customers? Customer appreciation.
I recently attended a Gartner event in Las Vegas. It was designed to support the business and IT professionals who focus on customer initiatives for their organizations. At lunch the first day I sat with the VP of customer service at one of America’s oldest food companies. Curious, I asked, “What’s of most value to […]
When deciding which channels to roll out, “it comes down to what’s most appropriate for the customer, as well as their urgency and need,” Knoll explained
At BetterCloud, we’ve developed some creative strategies to leverage Zendesk automations (and other features) so our IT team provide excellent internal support