There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

A well-done, just-the-right-length how-to video can yield big relief at one more problem off the table. Which is where our friends at Wistia come in

Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when weighing live chat vs. phone support.

Building a top-notch customer experience strategy requires the ability to not only recognize the need for change but to embrace it

It’s time to demystify ticket deflection and improve your deflection ratio

We collected some customer service quotes to look to when the going gets tough

A support SLA boils down to ensuring a baseline level of quality for your customers. So how do you choose, support, measure, and improve your SLAs?

Your customers live busy lives, so you have to enable your customer success team to make the process of learning to use your product as streamlined as possible

Here’s a list of what providing bad customer service can do for your company

The name of the customer service game these days is knowing what your customers need before they ask, making proactive chat an essential tool

Developing a customer engagement model goes far beyond pricing and offering a quality product or service—it’s about creating an emotional connection with customers

With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth

“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year. Your product has to be great—but so, too, does your hospitality

First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls

Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

We have a bevy of new ways to integrate with Zendesk. Among other things, these tools offer ease in inventory control, minimize repetition in support answers, and break down language barriers

To “translate” the language of the business, we’ve put together a glossary of customer service terms commonly encountered in a support organization

No matter the type of business, customer service agents are very often the first people customers and prospects speak with

Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience

While adding a live chat channel can increase website conversion rates by 29 percent, you can further optimize your chat channel and increase conversion rates with chat conversion tracking. Conversion tracking enables you to see how many of your 600 conversions were influenced by a chat and even which agent was involved

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

You’ve made the important step of deciding to implement a new Chat channel, but now what? There are many things to take into consideration, from where you place the Chat panel to how you’ll staff your Chat agents

Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth of service channels that previous generations could only dream of. But with myriad options comes complexity

When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer. A customer-centric company’s good reputation is likely to bring in new shoppers because consumers are more willing to purchase from a company they believe will treat them well and personalize their experiences