Fullscript’s prescription for omnichannel customer success
With GAAP revenue growth of a staggering 2,000+ percent over the last three years, in 2017 Fullscript moved from a combination of siloed support tools to adopt an all-in-one solution.
The data-driven path to building a great help center
Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.
How Strava cracked mobile support and engagement
Strava creates fiercely loyal customers using a single, cross-device communication flow. Here’s how they do it.
10 Customer experience KPIs
It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.
Building customer loyalty with great support
Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide
24/7 Support without 24/7 staff
Demand for 24/7 support is almost certainly going to come as your business grows
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.
Introducing Content Cues for Zendesk Guide Enterprise
We made it easier to create the help content that customers are looking for – introducing Content Cues for Zendesk Guide Enterprise
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.
How a great customer experience comes from chat support
Live chat alone can’t define your customers’ experience – how they navigate the site, how they engage with support, and where they are on the customer journey all come into play.
Three customer support KPIs you need to track
Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?
Three companies, three omnichannel examples
Omnichannel is a hot buzzword in the customer support world, but what does it actually mean, and can your company benefit from it?
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.
Tap into the right self-service analytics to measure success
If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future.
Using more than technical skills to solve technical issues
We've turned the spotlight on David Lowe, a premier support engineer. Here he shares the value of using soft skills when solving complex technical issues at the tier 3 level.
Demystify your data: the 3 types of customer analytics
Customer analytics can tell you what you want to know about your customers, leading to sharper predictions and actionable roadmaps for achieving your desired results.
5 Customer experience trends for 2018
Let's break down what businesses are doing going into 2018 to prioritize the customer experience
See your business goals through by offering live chat
It’s crucial that your live chat goals align with your business objectives. You don’t want an opportunity to slip by, so here are five business goals that can be supported (and more achievable) by offering live chat
Holiday retail and the omnichannel customer experience
For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.
The four C’s of cherry-picking
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
Your customers want an omnichannel customer experience
An omnichannel customer experience could be the missing key to both customer satisfaction and an improved agent experience
Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource.
Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Customer support like texting your (girl)friends
We surround ourselves with people who push us to be better. That's why VINA invites its customers to help test the social networking app, create content, and to build community