In this Community Tip, I’ll share the various shortcuts we’ve discovered that allow our team to maximize the efficiency of the ticketing system and to balance the way we close tickets and maintain quality customer service throughout the process
According to research, over 70% of all customers who leave a company for its competition have no problem with the product. Their main issue is with the customer care offered. This means that customer churn can hypothetically be reduced by 70% with world class customer care
Join us in the Zendesk forums today for the next installment of our Fine Tuning Series. We’re hosting a day-long discussion focused on the Zendesk SLA feature. Throughout the day, I’ll post best practices and other resources about Service Level Agreements and our own SLA feature.
Can a ticket be created on behalf of a customer (via a phone call for example) without an auto-response being sent to the customer? Yes! In this Zen U Tip of the Week, we’ll look at work-arounds to prevent this trigger from firing for chat and agent-created tickets
Join us in the Zendesk forums today for the next installment of our Zendesk on Zendesk series. We’re hosting a day-long discussion focused on how we triage tickets
In this tip of the week, we’ll cover how to create reports based on custom metrics. Before you get started, you should be familiar with how to create metrics in Insights
A new report from ICMI—sponsored by Zendesk—uncovered several opportunities for contact centers to provide more value to their organizations and even to generate revenue. That’s good news for the more than 62% of contact centers that are
In most government agencies, extensive procurement regulations means it can take months to build and implement software. However, Deputy Commissioner Dustin Swayne told us the Department easily
In advance of our upcoming tweet chat, #ZendeskChat, with Get Chute (see details below), we wanted to share with you the conversation we had last month with Le Tote’s own Aubrie Rice around
The RealReal is an online, luxury consignment store for the discerning shopper. The company prides itself on being the leader in authenticated online consignment shopping. They go to great effort to make sure they re-sell the real deal when it comes to high-end clothes, shoes, handbags
Zendesk users on the Enterprise plan can use Multiple Schedules to create an unlimited amount of schedules to fully reflect all your support hours—no matter how complex the configurations
From the top of your head to the soles of your feet, Sole Society makes it easy to look great. The ecommerce site provides high quality shoes and accessories at a reasonable price. Just click on SOS live chat to connect with a knowledgeable service agent.
If you are interested in applying Knowledge Centered Support (KCS) principles to maintaining your Help Center content, this tip of the week is for you. One of the major reporting elements for Knowledge Centered Support is the ability to measure how a support article has interacted with a ticket. In this tip, I will show […]
Join us in the Zendesk forums today for the next installment of our Fine Tuning series. We’re hosting a day-long discussion focused on turning Customer Satisfaction surveys into positive actions
Customer feedback is essential to improving your product, your delivery, and even your fundamental understanding of your users. Most companies know this, but struggle to gather enough good feedback to act on. Why? It could be as simple as
Join us in the Zendesk forums today for the next installment of our Zendesk on Zendesk series. We’re hosting a day-long discussion focused on communicating with your team and finding the best tools to do so.
You’ve heard of the sharing economy? How about the subscription economy? Actually, it’s not all that new. In fact, businesses have been doing it for years. Magazine companies and newspapers were some of the first businesses to use the subscription model. And, let’s not forget where Netflix started: Checking your mailbox for your next three […]
“We organized the company around the call center, not the other way around,” said Ross Rader, vice president of customer experience at Tucows, a global Internet services company headquartered in
In the summer of 2013, Zendesk sent its first official NPS survey and the answers made one theme clear: as an agent working in Zendesk, our search sucked. How did we make it better? Take a closer look at the process
Currently, when you create a ticket form, there is no tag for specific organizations. In this tip, I’ll show you a workaround that allows you to hide ticket forms based on user’s organizations.
Did you know that 66% of customers will spend more with a company that they believe provides excellent service? Welcome to the age of the customer, where businesses fly or fail based on the customer service they provide
Sarah-Jayne Grabiec, Global Customer Experience Manager at AllSaints, has been with the brand nearly four years. Sarah’s journey with the brand began as general manager of
It’s common for engineers to seek help from senior engineers in order to resolve tickets or escalate them. When a ticket is escalated, the senior engineer owns it—making it easy to track. In some cases though, the ticket is not formally escalated but a senior engineer is still assisting
Join us in the Zendesk forums today for the next installment of our Fine Tuning series focused on implementing chat as a channel.Throughout the day, I’ll post suggestions about how to set goals for chat, whether to use proactive or reactive chat, and agent workflow best practices