There are many metrics that come out of customer service, but success in helping your customers and providing leadership goes beyond an awareness of them
At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot
A huge ticket backlog can be an intimidating prospect for any customer service team. Our Zendesk support team shares a few tips on how to tackle it.
Let's take a look at some great new integrations designed to improve and extend your use of Zendesk
Saving time, improving efficiency, boosting productivity: isn’t this what every business owner wants? Yes it is.
For admins who manage call centers, the right tool is more like a right hand. Introducing Dashboard API.
Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and knowledge management
Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.
The best omnichannel strategy lets your agents and customers move fluidly through channels
Setting customer service baselines and then hitting them is essential for delivering on your goal of providing great customer service
It’s good to offer all support channels, but not all the time, and not everywhere
When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance
While it’s necessary for your teams collaborate, it’s not necessary to send your customers to multiple departments throughout the company
Scaling and providing consistency across channels requires an omnichannel support solution—informed by a strategy that keeps the customer at the center of your business
Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it
Research by Global Workplace Analytics found that the number of remote employees has grown by 115% since 2005
Spokeo uses the Zendesk Support, Guide, and Chat products, along with a key integration with Tymeshift, to provide seamless omnichannel support across its email, live chat, and self-service channels
To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help your team deflect more tickets and keep CSAT scores high
For a deeper dive into the benefits of customers helping themselves, we highlighted five of our customers and their use cases related to self-service
Check out these new integrations, all designed to help you provide great support and get the most out of Zendesk
Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family
Knowledge is the product that your support team owns and builds every day