As head of customer service, you know better than anyone the importance of customer service. Today’s business climate is fiercely competitive. Savvy consumers are empowered by powerful new technologies and emboldened by cultural trends that put them in the driver’s seat
We’re closing out March with a new round of Zendesk apps. These great tools will help you do everything from answer your customers’ questions to simplify billing. Dropbox: file sharing, management, and collaboration From the smallest business to the largest enterprise, Dropbox simplifies the way teams work together. With Dropbox for Zendesk Support, you can […]
Most, if not all, companies understand the need for providing customer service. But if pressed, those whose job and skills don’t directly relate to support might not know their company’s customer service objectives
It’s an old cliché: “What gets measured gets done.” And, to that end, the KPI (key performance indicator) is a great measurement tool for customer support teams. Unfortunately, many organizations make the mistake of relying upon only one KPI
Would it be helpful if you had a way to reach out to your customers before they need to reach out to you? Let’s say you have a new or updated product you want to let them know about, or you want to give your new users a suggestions on how to get started
In our last Fine Tuning session, we took a look at building ideal workflows so that every ticket is solved as efficiently as possible. This month, we take the conversation a step further by asking, “How do we prevent ticket creation in the first place?” A good self-service strategy can have a major impact on customer loyalty, support costs, and customer satisfaction
A well-designed FAQ that matches the look, feel, and tone of the business should be top of mind for any company with a digital presence. We know it’s how customers search for information and it’s often the first place would-be customers go for details when sizing up their options for goods and services. But what about the impact of other channels, beyond the FAQ, on customer service?
If your company’s current processes can’t properly address a barrage of customer grievances (and you’ll know that stress test when it happens), it could be time to reevaluate how combat-ready you are for when things get rough. Here are three great ways to combat customer frustrations
No one likes to be put on hold. In fact, according to a survey from Google, 60% of customers think 1 minute is too long to wait on hold. But the good news is that callback from queue—functionality that allows callers to opt out of waiting on hold and request a callback when an agent […]
In order to deliver a great experience to a wider set of customers, Zendesk and Adobe are collaborating on an integrated solution. We’re excited to announce that we are partnering with Adobe to improve customer experiences, so customers can expect the same great service through a variety of channels
At the risk of sounding like a broken record, if you want to improve customer satisfaction, you need to measure customer satisfaction (CSAT)
Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and
Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better
Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone
As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on customer service teams is enormous. Customer service best practices today look very different than they did even five years ago. Yet, one truth remains the same: Customer service agents want to help. They care about the customers and want […]
If your primary goal is to improve call center customer satisfaction, it’s not enough to just provide a phone number to call
Though it might seem like a contradiction, Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. Whether it’s on the phone, email, or chat, multi-channel support expectations are growing
Meet DeShawn, a senior Tier 1 advocate, who shares why making time to volunteer in the community helps him do a better job at work
Editor apps are here and to celebrate, we’ve got a few new apps in the marketplace. Apps can now be given a new location within the Rich Text Editor in Zendesk Support accounts. They appear as native looking icons in the editor toolbar, right alongside the native formatting and attachment icons. Learn more about
To support the communities in which we operate, Zendesk recently launched a Singapore and Manila chapter of the global Zendesk Neighbor Foundation along with the expansion of our Chat Development Centre in Singapore and our new Customer Experience Hub in Manila
Including text support as part of your multichannel strategy is a great way to provide better customer experiences, differentiate your service, and make your team more efficient. With text support, your mobile customers will appreciate the easy access to information or help. In fact, 52% of US consumers would prefer texting customer support over their current preferred form of communication.
Wouldn’t you want to know if your customers are unhappy, and if so, why? Understanding a customer’s pain points can help you improve your business and better serve your customers
Customer service is critical in today’s one-swipe, one-click away world; competition is stiff and it only takes milliseconds to go to a competitor. Don’t just listen to us. Read our customer stories and learn how they help keep their customers happy
Your customer service agents might be hard workers, but if systems are preventing them from being productive, hard work might not always equate to efficient work. If workflows or systems are holding your employees back it might be time to reconsider the software you use
