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For FabFitFun, subscriber growth means scaling up customer service

June 1, 2017

With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth

Multichannel customer service, made-to-order

June 1, 2017

“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year. Your product has to be great—but so, too, does your hospitality

First contact resolution: beacon of good support?

May 30, 2017

First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls

6 Reasons why every call center should use an integrated ticketing system

May 30, 2017

Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

The low-down on the best new integrations

May 30, 2017

We have a bevy of new ways to integrate with Zendesk. Among other things, these tools offer ease in inventory control, minimize repetition in support answers, and break down language barriers

Customer service terms everyone should know

May 29, 2017

To “translate” the language of the business, we’ve put together a glossary of customer service terms commonly encountered in a support organization

Taking the long view: agent life cycle

May 29, 2017

No matter the type of business, customer service agents are very often the first people customers and prospects speak with

Let’s get serious about improving the customer experience

May 26, 2017

Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience

Increase conversions with chat

May 26, 2017

While adding a live chat channel can increase website conversion rates by 29 percent, you can further optimize your chat channel and increase conversion rates with chat conversion tracking. Conversion tracking enables you to see how many of your 600 conversions were influenced by a chat and even which agent was involved

You don’t always need call center scripts

May 25, 2017

Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers

Setup your agents and end-users for success with Chat

May 25, 2017

You’ve made the important step of deciding to implement a new Chat channel, but now what? There are many things to take into consideration, from where you place the Chat panel to how you’ll staff your Chat agents

Create an effortless experience for customers

May 23, 2017

Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth of service channels that previous generations could only dream of. But with myriad options comes complexity

How customer-centric is your organization?

May 23, 2017

When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer. A customer-centric company’s good reputation is likely to bring in new shoppers because consumers are more willing to purchase from a company they believe will treat them well and personalize their experiences

Improve the agent experience for happier customers

May 22, 2017

In contrast to the big picture challenges of hiring and training agents, agent experience includes everything from resolving support queries to writing knowledge-base articles to improving operational efficiencies

Ticket deflection: the currency of self-service

May 22, 2017

New tech and tools are making self-service a better option for customers and businesses. It’s easier than ever to vastly improve ticket deflection

Creating a customer service definition

May 22, 2017

Arriving at a customer service definition that everyone can agree on can be tough, but taking a step back to define its key elements is a useful exercise

The wild west days of SaaS are coming to an end

May 18, 2017

BetterCloud recently released findings from their annual survey “The State of the SaaS-Powered Workplace” in which over 1,800 IT executives were surveyed about the adoption of and challenges with SaaS apps in their companies. SaaS is no longer just the future of software, it’s firmly established in the present

Work smarter: live chat best practices

May 17, 2017

As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers

When the benefits of switching software outweigh the costs

May 17, 2017

Switching to a new software solution can be a great idea, but the long-term costs of implementing new software may not be so obvious

The art of the ticket escalation process

May 15, 2017

Most customer issues are resolved on the front lines: with the service agents tasked with walking your clients through their queries and concerns. But what if an issue raised in a ticket in turn raises more questions

Improving the customer experience

May 15, 2017

Customer experience focuses on improving the way customers interact with your business. Doing so means putting the needs of the customer front and center

Excellent customer service, excellent ROI

May 15, 2017

“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you’re wary of trying a new ice cream flavor. When deciding whether to overhaul your current customer service support system—not so much

Tiers for fears: Is tiered support for you?

May 11, 2017

If you’re a business with consistently growing customer base and ticket volume, it might be time to consider tiered support

Why firsthand product experience is the best teacher

May 11, 2017

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about

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