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3 tips for transforming your call center into a profit center

Increasingly, customer service plays a part in more than just the post-purchase experience. Customers reach out with questions as they research products, read reviews, and consider making a purchase. But are your agents prepared to

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by Morgane Palomares

Retailers: Is it time to perform a customer service audit?

Customer service—pre- or post-purchase—is a big part of the consumer experience. And it’s just when a customer has had a negative experience that customer service needs to be on par. Or better than

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by Morgane Palomares

12 tips for maximizing your ecommerce customer service

From live chat to help desks to strategies for scaling, here are 12 ways to help deliver sensational ecommerce customer service. Even better, the more you can integrate these into one system

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by Pilar Torres Wahlberg

How retail employee satisfaction affects the bottom line

At this year’s National Retail Foundation (NRF), Eric Feinberg of ForeSee presented a session about one trend that’s more likely to become a mainstay: the convergence of customer experience and employee engagement

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by Suzanne Barnecut

Retailers connect on all the right channels

Innovative brands know that some channels serve customers better than others. These retailers share why multi-channel support means choosing only the best channels for their customers

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by Suzanne Barnecut

New Retail Touchpoints ebook: the physical store is alive and well

In the new ebook How To Get The Most Out Of Going Physical, Retail TouchPoints explores how retailers of all origins can connect with customers in a traditional store environment. Download the ebook today.

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by Chelsea Larsson

The most wonderful time of the year (for retailers): #NRF16

If you’re not in the retail or ecommerce business, you might assume that retailers are enjoying a much-deserved post-holiday break right now. But you’d be wrong

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by Laura Pappas

Innovations in the retail customer experience

Learn more about retail inventions you already depend on and discover what’s in store for the future of shopping. This interactive infographic looks at innovation in the retail customer experience through the ages

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by Chelsea Larsson

How Le Tote Makes Customer Service Personal

You’ve heard of the sharing economy? How about the subscription economy? Actually, it’s not all that new. In fact, businesses have been doing it for years. Magazine companies and newspapers were some of the first businesses to use the subscription model. And, let’s not forget where Netflix started: Checking your mailbox for your next three […]

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by Amy Higgins

Q&A with Maria McCann about the future of retail at Aurora Fashions

We recently chatted with Maria McCann, Chief Venturer at JoHo Ventures and responsible for helping Aurora Fashions, the London-based company behind the brands Oasis, Karen Millen, Coast, and Warehouse. McCann has a reputation for

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by Suzanne Barnecut

For retail, the math is simple: more support, better results

Last winter we tracked the impact of the holiday rush on customer satisfaction, and a clear trend emerged. Satisfaction with customer service interactions measurably and

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by Suzanne Barnecut

Buy good underwear, focus on your customers

Recently, the Zendesk video team produced a customer story focused on Zendesk in retail. Initially we weren’t sure how best to make the video. The challenge we faced is

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by Matthew Latkiewicz

One Face of the Brand support: how retailers rise above the competition

One Face of the Brand support means that whenever and however a customer interacts with your business, they can expect the same customer experience

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by Jamey Austin

Leading the Starbucks Way: Q&A with Joseph Michelli

Speaker and bestselling author Joseph Michelli shares five actionable principles for customer service teams from his book Leading the Starbucks Way: 5 Principles for Connecting

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by Monica Norton

The holiday rush is coming: are you ready?

According to the National Retail Federation, retailers pulled in $579.8 billion in sales in the month of December 2012 alone

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by Monica Norton

Seven secrets to ecommerce customer service success

7 key lessons every future-facing ecommerce business needs to learn, including ecommerce customer service

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by Peter Drakes

The latest item in our online shopping cart

E-commerce is a $200 billion-plus industry in the United States alone, according to Forbes. Capturing your share of all that spending takes more than just having great products to sell. Successful online

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by Monica Norton

Why customer service is so important to online shoppers

Most people think of shopping online as a way to cut costs. E-commerce stores relieve customers of travel time, and retailers of storefront expenses. But people seldom consider the costs that online shopping adds to their transaction

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by Desiree Cox

e-Commerce and customer service

Magento powers some of the best e-commerce sites on the Web. A good number of Zendesk customers (including Annas Linens, Beachmint and ModCloth) utilize Magento, and weve been talking to many of them for the past few months about how we can streamline the process of using Zendesk and Magento together

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by Conan Reidy

Zen Master Webinar Series: Q&A with Author Carmine Gallo

In the next addition of our series of Zen Master webinars, well hear from author and communication skills coach Carmine Gallo about how Apple became the most profitable retailer on the planet

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by Monica Norton

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