As with any profession, a customer support career path can movie in many different directions
No, that's not a holiday I made up just now
If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
We’re excited to announce the launch of our integration with WhatsApp Business Solution
We're closing out July with some great new apps
Some retailers see shipping and delivery as solely utilitarian. In reality, how you handle this process can be a big indicator of your commitment to your customers.
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service
We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
Here's why omnichannel support for agents and customers is a necessity
Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education
Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them
Zendesk plus some great new apps are a recipe for a great cocktail
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.
With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers
Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems