Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and knowledge management
Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.
The best omnichannel strategy is designed around the customer so that they can move as fluidly between channels as your agents can
Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service
It’s good to offer all support channels, but not all the time, and not everywhere
When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance
While it’s necessary for your teams collaborate, it’s not necessary to send your customers to multiple departments throughout the company
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
Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it
Research by Global Workplace Analytics found that the number of remote employees has grown by 115% since 2005
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
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
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
Check out these new integrations, all designed to help you provide great support and get the most out of Zendesk
Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family
Knowledge is the product that your support team owns and builds every day
Businesses must seek to grow with existing clients and enhance the value of these relationships over time
Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live
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
What can an NPS survey tells you about your customer experience?
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
You don’t just come to an event like Relate Live for the networking and food; you’ve got real challenges that need solving
We’ll learn to work well alongside our robot co-workers, but to get there, both sides are going to have to learn