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Article
6 min read
What it’s like on the front lines of support
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.
Article
3 min read
Ibotta scales training hurdles with Zendesk and Lessonly
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and…
Video
Meet Answer Bot®
Answer Bot works alongside your support team by automatically responding to your customers’ questions with content…
Article
Conversion Tracking in Chat
With Conversion Tracking, you can learn which chats are helping you accomplish business goals like sales…
Video
Skills-Based Routing in Zendesk Chat
All customers have different needs. Skill-Based Routing sends customers to the right agents, ensuring they quickly…
Video
Roles in Zendesk Chat
With roles and permissions, managers can create new roles for their agents and control what they…
Video
Support and Chat
Learn how Support and Chat can be used together to create and effortless, cohesive experience for…
Video
Customer satisfaction surveys in Zendesk Support
Customer satisfaction surveys collect feedback directly from customers. Learn how asking customers a simple question can…
Video
Ticket Forms in Zendesk Support
Ticket Forms in Zendesk Support help you gather specific information from customers so you can provide…
Video
Groups in Zendesk Support
Groups in Zendesk Support lets you organize agents in different ways, such as areas of expertise…
Article
7 min read
How to make a soundtrack for your life
“Splish Splash” and the “Flying Purple People Eater.” The Beatles. Goth, goth, goth. Fugazi and Bikini…
Article
4 min read
Agent feedback: putting the pieces together
When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance
Article
7 min read
Reduce customer effort with great service
Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it
Article
4 min read
Providing a great customer experience during the holiday rush
To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help…
Article
6 min read
So you got an angry response to a cold outreach. Here's what to do next
Your action plan for dealing with angry cold outreach responses should include two facets: how you will (or won’t) respond to the prospect and how you’ll change outreach going forward.
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