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
Shopify brings the customer journey full circle
While it’s necessary for your teams collaborate, it’s not necessary to send your customers to multiple departments throughout the company
Geckoboard conquers global support with data
Research by Global Workplace Analytics found that the number of remote employees has grown by 115% since 2005
Keep support knowledge fresh and useful
Knowledge is the product that your support team owns and builds every day
Sales and support: Collaborating to increase growth
Businesses must seek to grow with existing clients and enhance the value of these relationships over time
Listening and leading by example
We’ve turned the spotlight on Haley Varenkamp, a team lead on Zendesk’s Advocacy team, who underscores the importance of listening to your team
5 benefits of turning know-how into knowledge
To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out
Why chatbots won’t necessarily replace humans
Chatbots will play a much larger role in customer interactions in the next five years, but not at our expense.
The ROI of empowered agents
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape
Sales and support: aligning to improve customer retention
Companies that are in it for the long haul must place as much emphasis on retention as they do acquisition
Conduct an agent satisfaction survey
Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business
The science behind satisfaction prediction
We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers
Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and French teacher that fine-tuned his knack for communicating
Be a better listener
Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?
Sharing customer feedback
Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.
Transforming your customer service in 4 steps
What are the keys to transforming your customer service operation? It could be the literal million-dollar question
Knowledge management is power—and empowering
Implementing self-serve knowledge bases is one thing. But how do you take knowledge management a step further: by empowering both customers and agents?
Agents need context to give personalized support
By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of
How to make room in agents’ schedules to lend a hand
It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities
Why there’s no substitute for IRL support
The Madison office participated in the Zendesk's Corporate Social Responsibility (CSR) initiatives to log a collective 1129 hours at 28 local non-profits
Meet multichannel demands with agile QA
As the communication between customer and agent has become more multifaceted, an agile QA approach must evolve to reflect this complexity
Fantastic voyage: Customer journey mapping is well worth the effort
The path a customer takes from Point A to Point B is a key source of truth in determining what they loved, what they hated, or where they got stuck. Learn why it's wise to walk a mile in their shoes.
Are proactive chat scripts the answer?
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?
Mix it up: rotating customer support jobs
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment