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
Improve your support tickets with video
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
Keeping your word: the support SLA
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?
First contact resolution: beacon of good support?
First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls
Customer service terms everyone should know
To “translate” the language of the business, we’ve put together a glossary of customer service terms commonly encountered in a support organization
Taking the long view: agent life cycle
No matter the type of business, customer service agents are very often the first people customers and prospects speak with
You don’t always need call center scripts
Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers
Setup your agents and end-users for success with Chat
You’ve made the important step of deciding to implement a new Chat channel, but now what? There are many things to take into consideration, from where you place the Chat panel to how you’ll staff your Chat agents
Improve the agent experience for happier customers
In contrast to the big picture challenges of hiring and training agents, agent experience includes everything from resolving support queries to writing knowledge-base articles to improving operational efficiencies
Ticket deflection: the currency of self-service
New tech and tools are making self-service a better option for customers and businesses. It’s easier than ever to vastly improve ticket deflection
Work smarter: live chat best practices
As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers
The art of the ticket escalation process
Most customer issues are resolved on the front lines: with the service agents tasked with walking your clients through their queries and concerns. But what if an issue raised in a ticket in turn raises more questions
Tiers for fears: Is tiered support for you?
If you’re a business with consistently growing customer base and ticket volume, it might be time to consider tiered support
Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about
How to get new software approved
Switching to a new customer support software solution requires involvement from various teams within your organization, even the ones who won’t use it everyday. But if you take the time to make your case and work with your organization, you can illustrate the benefits and get new software approved
Advocate Spotlight on Tier 3: Bringing a hive mentality to work
Each month we shine a spotlight on a member of Zendesk’s Global Advocacy team to learn from our advocates’ on-the-job expertise. This time around, we wanted to illuminate our entire Tier 3 team, as they truly stand as one
Which comes first, the customer or agent experience?
Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and
5 tips for training call center agents
Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone
Improved agent experience leads to improved retention and ROI
As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on customer service teams is enormous. Customer service best practices today look very different than they did even five years ago. Yet, one truth remains the same: Customer service agents want to help. They care about the customers and want […]
An unlikely advocate for Advocacy
Meet Guillaume Deleeuw, Team Lead for Tier 2 Technical Support at Zendesk. Here he shares his approach for encouraging creativity and professional growth within a highly technical team
Sh*t support agents say
Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40 hours a week can get repetitive quickly. Giving meaningful responses and solutions? That’s a whole other story
Happy agents provide the best customer experiences
When a customer reaches out to an agent for support, it’s probably because they were unable to solve the problem on their own. This might sound distressing, and it might well be a sign that your self-service needs some attention. On the other hand, any time that agents interact
How customer service agents can think like memory athletes
In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about