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
The interview process leaves a distinct impression on candidates — whether good or bad. No matter what happens, candidates will evaluate your company based on how the interview process goes. Nearly 60% of job seekers say they’ve had a poor candidate experience. Not only that, 72% of candidates share their experience online, for example, through […]
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
“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided to explore this idea by looking beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate
You’ve done it – you’ve searched through the thousands of sales solutions on the market today and chosen what you believe to be the perfect CRM platform for your business. You’ve pumped your team up about getting this new and improved solution in place. However, just a week into the implementation process, you hit your […]
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.
As your support teams grow, here are some tips on how to optimize operations at scale
For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question
Your customers still aren’t entirely comfortable with AI, nor do they understand how it’s already affecting them. Here’s how to help them — and your agents.
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?