FAQ-page design: Be savvy about self-service

June 23, 2017

With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.

How video can enhance self-service

June 21, 2017

The human brain processes video at astounding speeds. Try using it in your support pages.

A customer experience definition

June 19, 2017

Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one is truly the difficult part.

Maximize customer service training

June 19, 2017

Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced

Building trust with automatic answers

June 16, 2017

Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction

Are proactive chat scripts the answer?

June 16, 2017

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?

How PlanGrid empowers the construction industry with Zendesk Support

June 13, 2017

PlanGrid believes that impeccable customer service is the lynchpin to a lasting and healthy relationship with customers. To build that relationship, every person they interact with should be treated with

Let customers choose your business hours

June 13, 2017

So how do you pull off delivering 24/7 business hours? By being smart humans and using technology wisely

Mix it up: rotating customer support jobs

June 12, 2017

Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment

Which call center metrics should you really focus on?

June 12, 2017

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

Improve your support tickets with video

June 9, 2017

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

Build a great customer experience strategy

June 7, 2017

Building a top-notch customer experience strategy requires the ability to not only recognize the need for change but to embrace it

Get motivated with customer service quotes

June 6, 2017

We collected some customer service quotes to look to when the going gets tough

Keeping your word: the support SLA

June 5, 2017

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?

Customer success for the win-win

June 5, 2017

Your customers live busy lives, so you have to enable your customer success team to make the process of learning to use your product as streamlined as possible

3 Results of bad customer service

June 2, 2017

Here’s a list of what providing bad customer service can do for your company

The benefits of proactive chat

June 2, 2017

The name of the customer service game these days is knowing what your customers need before they ask, making proactive chat an essential tool

Support falls flat without customer engagement

June 2, 2017

Developing a customer engagement model goes far beyond pricing and offering a quality product or service—it’s about creating an emotional connection with customers

For FabFitFun, subscriber growth means scaling up customer service

June 1, 2017

With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth

Multi-channel customer service, made-to-order

June 1, 2017

“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year. Your product has to be great—but so, too, does your hospitality

First contact resolution: beacon of good support?

May 30, 2017

First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls

6 Reasons why every call center should use an integrated ticketing system

May 30, 2017

Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

Customer service terms everyone should know

May 29, 2017

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

May 29, 2017

No matter the type of business, customer service agents are very often the first people customers and prospects speak with