6 Benchmarking best practices
Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices
Conduct an agent satisfaction survey
Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business
Customize your CSAT surveys
The simplicity of the CSAT survey lends itself to analyzing trends in satisfaction. Companies that focus on improving their scores have a competitive boost
The voice of the customer is key to your success
The complaints may vary but often the ire has one thing in common: Why didn’t you ask your customers what they wanted?
The importance of benchmarking customer service
Regularly benchmarking your performance against peers is essential to maintaining a competitive edge
The science behind satisfaction prediction
We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers
Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and French teacher that fine-tuned his knack for communicating
Be a better listener
Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?
Sharing customer feedback
Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.
Chatbots for business: a new support standard
If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window
How to get customer feedback: 3 methods
The first step towards understanding how to get customer feedback is to know the 3 different types
How Allbirds’ customer service is taking flight
Allbirds partnered with Zendesk for their customer service software when they first launched
Make self-service easy with the Web Widget
Most customers would rather not call support if they don't have to. Learn how to make it easy for them to find what they need
Untapped: the ROI of customer service
Customer service can have a direct impact on the bottom line. So why do so few companies understand the ROI of customer service?
Transforming your customer service in 4 steps
What are the keys to transforming your customer service operation? It could be the literal million-dollar question
Knowledge management is power—and empowering
Implementing self-serve knowledge bases is one thing. But how do you take knowledge management a step further: by empowering both customers and agents?
Agents need context to give personalized support
By taking this time to prepare ahead, the agent is better equipped to address a potential issue and the consumer also feels taken care of
What’s the difference between machine learning and deep learning?
Understanding how today’s AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning
How to make room in agents’ schedules to lend a hand
It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities
Why there’s no substitute for IRL support
The Madison office participated in the Zendesk's Corporate Social Responsibility (CSR) initiatives to log a collective 1129 hours at 28 local non-profits
Getting wise to providing (even) better support
In the beginning, Hootsuite was like a lot of startups, in immediate need of a system to help manage customer service inquiries and to keep pace with growth
Meet multichannel demands with agile QA
As the communication between customer and agent has become more multifaceted, an agile QA approach must evolve to reflect this complexity
Grow the bottom line by building trust
Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult
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.