Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results
Let's break down what businesses are doing going into 2018 to prioritize the customer experience
It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.
We’ve got plenty of new apps that will help you ensure your customers experience the best support possible
For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
An omnichannel customer experience could be the missing key to both customer satisfaction and an improved agent experience
Including text support as part of your multichannel strategy is a great way to provide better customer experiences, differentiate your service, and make your team more efficient. With text support, your mobile customers will appreciate the easy access to information or help. In fact, 52% of US consumers would prefer texting customer support over their current preferred form of communication.
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
We surround ourselves with people who push us to be better. That's why VINA invites its customers to help test the social networking app, create content, and to build community.
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back
If you want to provide optimal support, you need to focus on your agents and what they need
Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.
All aboard the apps train! We've got a ton of great new integrations to help you kickoff the new year.
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?
Gaming studios have more control over their customer service when they provide their own support channels. With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
6 support manager skills to focus on that will ensure your support team will be ready for anything
Company growth yields many opportunities and challenges. Recognizing this ahead of time can keep your business on track.