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Latest stories Page 19
Article New Zendesk research: how to go omnichannel
We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service
Article Stairway to success: How to grow in your support role
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
Article Agents need cross-channel communication
Here's why omnichannel support for agents and customers is a necessity
Article The consequences of bad customer service
Customer experience, or CX, goes hand in hand with customer service. In the end, transforming customer service helps businesses deliver great experiences, according to the updated findings.
Article Agent education: 3 top priorities
Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education
Article Optimizing the customer experience with Le Tote
Delivering a seamless omnichannel customer experience is critical to increasing conversions and driving customer loyalty. Research…
Article Customer service world cup 2018
Using a key indicator of good customer service—customer satisfaction—we ranked the world's happiest customers by country
Article Skills-based routing: Route your way to success
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them
Article Take a customer-facing approach to your internal knowledge base
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.
Article A customer experience definition
Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one…
Article How to create raving fans with legendary customer service
Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…
Article New Zendesk research: omnichannel and better support
With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers
Article Introducing Repeat Customer: A podcast about delivering excellent CX
Repeat Customer is a new podcast from Zendesk devoted to going behind the scenes of brands…
Article Support agents can improve the ecommerce experience
Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems
Article The 9 key call center metrics to transform your contact center
There are a few call center metrics that tell a broader story beyond the number. They…
Article Providing support on multiple channels in multiple languages
Language doesn’t need to be a barrier in your efforts at going global
Article What is omnichannel customer service?
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
Article Collaborate across your ecosystem with Side Conversations
Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.
Article Keep your knowledge base healthy with the newest innovations
The healthiest knowledge bases are iterated and improved upon over time. Learn how the newest help center innovations can streamline and automate that process for your support team.