Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
CircleCI relies on Zendesk to connect its remote, distributed technical support team with its customers. The company has seen gains in efficiency and satisfaction and built a custom open source Slack integration using the Zendesk API.
A comprehensive knowledge base is an essential piece of a 21st-century support operation. But implementing it is just the first step—maintenance comes next.
By embracing omnichannel support, Freshly empowers its customers to contact them in the way that’s most convenient
A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company.
Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.
With GAAP revenue growth of a staggering 2,000+ percent over the last three years, in 2017 Fullscript moved from a combination of siloed support tools to adopt an all-in-one solution
Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.
Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.
It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.
Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide
The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness
Demand for 24/7 support is almost certainly going to come as your business grows
Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands
It can be difficult to know exactly what self-help content customers are looking for. So we decided to make it easier to create the help content that customers are looking for - introducing Content Cues for Zendesk Guide Enterprise.
Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different? Learn more about multibrand functionality in Guide Enterprise.
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.
Live chat is one of the fastest and most personal ways to engage with customer service from afar. But that alone won’t define your customers’ experience - consider how they navigate the site, how they engage with support, and where they are on the customer journey.
Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?
Omnichannel is a hot buzzword in the customer support world, but what does it actually mean, and can your company benefit from it?
Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.
How did Slack go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
