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How to get customer feedback: 3 methods

August 2, 2017

The first step towards understanding how to get customer feedback is to know the 3 different types

Scaling real-time communication

August 1, 2017

With an increasing expectation for real-time communication, live chat and messaging are crucial channels for customer service excellence.

How Allbirds’ customer service is taking flight

July 28, 2017

Allbirds partnered with Zendesk for their customer service software when they first launched

3 of the best knowledge management examples

July 28, 2017

Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.

You get a new app, and you get a new app, and you…

July 27, 2017

That reference is still relevant, right?

Make self-service easy with the Web Widget

July 27, 2017

Most customers would rather not call support if they don't have to. Learn how to make it easy for them to find what they need

Increase useful live chat requests on your website

July 27, 2017

Let’s look at some of the most efficient ways to increase live chat engagement on your site

Untapped: the ROI of customer service

July 25, 2017

Customer service can have a direct impact on the bottom line. So why do so few companies understand the ROI of customer service?

Transforming your customer service in 4 steps

July 25, 2017

What are the keys to transforming your customer service operation? It could be the literal million-dollar question

How will artificial intelligence assist customer service agents?

July 21, 2017

The latest innovations in artificial intelligence will showcase features with big upsides for agents

Knowledge management is power—and empowering

July 19, 2017

Implementing self-serve knowledge bases is one thing. But how do you take knowledge management a step further: by empowering both customers and agents?

Agents need context to give personalized support

July 19, 2017

By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of

Machine Learning vs Deep Learning, What’s the Difference?

July 18, 2017

Understanding how today’s AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning

How to make room in agents’ schedules to lend a hand

July 17, 2017

It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities

Why there’s no substitute for IRL support

July 14, 2017

The Madison office participated in the Zendesk's Corporate Social Responsibility (CSR) initiatives to log a collective 1129 hours at 28 local non-profits

Getting wise to providing (even) better support

July 13, 2017

In the beginning, Hootsuite was like a lot of startups, in immediate need of a system to help manage customer service inquiries and to keep pace with growth

Meet multichannel demands with agile QA

July 12, 2017

As the communication between customer and agent has become more multifaceted, an agile QA approach must evolve to reflect this complexity

Grow the bottom line by building trust

July 11, 2017

Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult

The consequences of bad customer service

July 10, 2017

Customer experience, or CX, goes hand in hand with customer service. In the end, transforming customer service helps businesses deliver great experiences, according to the updated findings.

Fantastic voyage: Customer journey mapping is well worth the effort

July 7, 2017

The path a customer takes from Point A to Point B is a key source of truth in determining what they loved, what they hated, or where they got stuck. Learn why it's wise to walk a mile in their shoes.

5 best practices for designing a knowledge base

July 6, 2017

When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read on for knowledge base design best practices.

From Sloane Square to SaaS: A support advisor’s journey at John Lewis Partnership

July 5, 2017

Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers. Today, she’s embracing SaaS software, diving in headfirst and taking a hands-on approach to providing support

Zendesk updates its Terms and Policies

July 1, 2017

It only happens once in a blue moon, but it’s here—Zendesk has updated its Master Subscription Agreement (“MSA”) and Privacy Policy! In an effort to better serve our customers, we periodically update our terms to address things like changes in law and the introduction of new features and functionality. In addition, we are always working […]

The art of business analysis in customer support

June 29, 2017

Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy team, she’s proving that solving big challenges is an art form in itself

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