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Latest stories Page 18
Article Will your support team work from a central location or virtually?
If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce
Article How self-service helps Reverb hit the right notes with customers
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
Article Slack & Zendesk: The future of internal collaboration
See how Slack – one of the world’s most popular collaboration hubs – uses Zendesk internally…
Article What’s New at Zendesk: June 2018 – Europe
We’re excited to announce a brand new product, a new plan for Zendesk Guide, and over…
Article What’s New at Zendesk: June 2018 – Asia Pacific
We’re excited to announce a brand new product, a new plan for Zendesk Guide, and over…
Article 6 keys to a successful ticket escalation process
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Article Three things to keep in mind when recruiting customer service agents
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents
Article The importance of customer service benchmarking
Regularly benchmarking your performance against peers is essential to maintaining a competitive edge
Article Omnichannel vs. the other way
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
Article Announcing the Zendesk and WhatsApp Integration
We’re excited to announce the launch of our integration with WhatsApp Business Solution
Article How to build customer loyalty with shipping
Some retailers see shipping and delivery as solely utilitarian. In reality, how you handle this process can be a big indicator of your commitment to your customers.
Article 3 of the best knowledge management examples
Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.
Article Expert Series: How to drive more automated resolutions with Answer Bot
As your agents continue to grow their expertise, how can you make sure that knowledge benefits…
Article When is it best to use chatbots vs. humans for customer service?
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
Article Start your omnichannel journey the right way
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
Article What to consider before you offer global support training
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
Article Expert series: Taking an innovative approach to phone support
With the rise of AI, self-service and other innovations in customer service, the phone channel might…
Article Zoom + Zendesk: the benefits of video for remote support
We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service
Clean up your Zendesk Account
Do you have a growing or unorganized Zendesk in need of some spring cleaning? It happens…