Customer service is all about the connection forged between a support agent and his customer. But as a business grows and expands its support team, it becomes harder to maintain the same level of personalized service customers expect
Curious about what’s ahead in the ever-evolving world of customer service? In the recent Forrester report, Trends 2015: The Future of Customer Service, Kate Leggett outlines
When compared to channels like email and phone, live chat boasts the highest customer satisfaction rates (73%). It’s not just consumers who are enamored with chat. Businesses are
Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note your professor might scrawl on a “C” grade term paper: “meets expectations.” But in the world of customer service
Views are the primary way of managing tickets in Zendesk. The tickets displayed in a view respect an agent’s ticket privilege, so agents only see the ticket that they are authorized to
Your customers may wonder who they’re really talking to when they reach out your customer support for help. Fear not, we’ll show you how adding personality to your Help Center is as easy as 1 – 2 – 3.
We’ve talked about why it’s important to scale your customer support when your business is growing. But how exactly does a company go about implementing changes that will help their customer support accommodate increasingly larger volumes of customer requests?
Recently my colleague come across a very specific change management process. All approvers were added as CCs to a ticket. This action can be simply done manually, by a trigger, or by an app. However, the goal was to remove a user from
Join us in the Zendesk forums today for the next installment of our Fine Tuning series. We’re hosting a day-long discussion focused on Blueprinting your Help Center. Throughout the day, I’ll post suggestions for brainstorming and refining ideas for
The Zendesk Apps Marketplace is growing all the time. In the last few weeks, we’ve added new apps and integrations for messaging, dashboards, time tracking, and much more, including a special something for