AI-powered knowledge bases have become vital to providing high-quality customer service--here's why
Cloud-based contact centers, workforce optimization, advanced automation, and AI are the driving forces behind turning call centers into experience centers
The Chicago-based startup The Groomsman Suit is making a name for itself by taking the guesswork out of suiting up
By improving our own customer service offerings, we aim to learn best practices we can pass along to our customers that enable them to do the same
Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers
We are excited to announce new updates to our customer-facing terms and policies
Regardless of what you prefer to call these support teams, there are many solutions that help you better meet customers’ needs
Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
We identify three customer service goals that companies can measure and the metrics they need to do so
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
Envoy, a Zendesk premier partner, shares how they quickly built an app for adding personalized touches to the customer experience, and did so with a flexible CRM platform
They also bring lousy headlines. Hey, they can’t all be hits
After enjoying considerable return on its knowledge base investment, Freshly continues leaning on self-service to support its growth
As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport
Defining good customer service can be tricky, but forward-thinking companies realize that it’s customers who get to make that determination, not them
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management
We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
If your agents are constantly switching between channels and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.