Agent feedback: putting the pieces together

October 11, 2017

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

October 10, 2017

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

October 9, 2017

Research by Global Workplace Analytics found that the number of remote employees has grown by 115% since 2005

Keep support knowledge fresh and useful

September 27, 2017

Knowledge is the product that your support team owns and builds every day

Sales and support: Collaborating to increase growth

September 26, 2017

Businesses must seek to grow with existing clients and enhance the value of these relationships over time

Listening and leading by example

September 22, 2017

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

September 20, 2017

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

September 11, 2017

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

September 6, 2017

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

August 31, 2017

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

August 17, 2017

Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business

The science behind satisfaction prediction

August 9, 2017

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

August 8, 2017

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

August 7, 2017

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

August 3, 2017

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

July 25, 2017

What are the keys to transforming your customer service operation? It could be the literal million-dollar question

Knowledge management is power—and empowering

July 19, 2017

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

July 19, 2017

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

July 17, 2017

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

July 14, 2017

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

July 12, 2017

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

July 7, 2017

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?

June 16, 2017

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

June 12, 2017

Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment