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10 min read
4 knowledge management best practices for better self-service
Help your customers and your agents save time with these knowledge management tips.
Article
9 min read
What is 24/7 support?
Demand for 24/7 support is almost certainly going to come as your business grows
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4 min read
Introducing Guide Enterprise
Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands
Article
4 min read
Differentiate your brands with unique help center experiences
Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different? Learn more about multibrand functionality in Guide Enterprise.
Article
2 min read
Spring brings new integrations
Spring is here, and with it, tons of new Zendesk integrations
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6 min read
“Let me tell you where I got this”—the power of the brand ambassador
If I said the words “brand ambassador” to you ten years ago, you’d probably think I…
Article
4 min read
Figuring out "what happened?" with descriptive analytics
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.
Article
9 min read
Customer service objectives: 7 objectives you can copy
Customer service objectives align agents with department goals to provide the best service. Create effective objectives with advice from industry leaders.
Article
3 min read
How to create a great customer experience with chat support
Customer service chat software can help you deliver a better customer experience
Article
5 min read
Improve customer rapport by mirroring
Agents can work to build customer rapport by adjusting to a customer's emotional state or way of communicating.
Article
5 min read
How successful sales reps start their day
What distinguishes the best salespeople from everyone else? Part of it has to do with how they kick off their day.
Article
9 min read
21 customer service KPIs every support team needs to track
Customer service KPIs can provide insight into the effectiveness of your customer support. Discover the 21 most important metrics to track below.
Article
3 min read
The dynamic, long-term impact of self-service
Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.
Article
11 min read
Stop exercising and start moving
I’m moving house in T-minus 10 days. So, yesterday, after assembling 35 cardboard boxes, dismantling two…
Article
5 min read
Slack kills at onboarding customers: Here’s how
How did Slack go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
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