Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers. Today, she’s embracing SaaS software, diving in headfirst and taking a hands-on approach to providing support
Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy team, she’s proving that solving big challenges is an art form in itself
And we’re all out of gum. But we have plenty of great apps to highlight this month:
With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.
Machine learning will soon affect many aspects of our lives, so here are some potential innovations coming to customer service by way of machine learning
The human brain processes video at astounding speeds. Try using it in your support pages.
Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one is truly the difficult part.
Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced
Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction
How your agents handle the delicate back and forth of a live chat conversation matters. Some may say proactive chat scripts are the answer. But are they?
In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers
With the growing vigilance of how trends are being affected by automation, we’ve noted a few current customer service AI innovations and how they’re likely to continue changing
PlanGrid believes that impeccable customer service is the lynchpin to a lasting and healthy relationship with customers. To build that relationship, every person they interact with should be treated with
So how do you pull off delivering 24/7 business hours? By being smart humans and using technology wisely
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place
A well-done, just-the-right-length how-to video can yield big relief at one more problem off the table. Which is where our friends at Wistia come in
Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when weighing live chat vs. phone support.
Building a top-notch customer experience strategy requires the ability to not only recognize the need for change but to embrace it
It’s time to demystify ticket deflection and improve your deflection ratio
We collected some customer service quotes to look to when the going gets tough
A support SLA boils down to ensuring a baseline level of quality for your customers. So how do you choose, support, measure, and improve your SLAs?
Your customers live busy lives, so you have to enable your customer success team to make the process of learning to use your product as streamlined as possible