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
Happier agents go with the flow
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, so we highlighted the 5 must-haves features that ensure every customer can be heard.
Everyone is an SME in the self-service economy
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
Building real relationships through technology
BombBomb uses video—and Zendesk Support, Guide, and Chat—to rekindle a sense of human connection with its customers
Feedback is a gift—take it and optimize
If you want to provide optimal support, you need to focus on your agents and what they need
The key to great service? Saying “I don’t know”
We’ve turned the spotlight on Zac Renault, a customer advocate who provides French language support. Zac explains the value of sometimes telling the customer, “I don’t know,” as the first step toward resolution
Keeping gamers in the game through customer service
With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
How to set up support tiers
Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help.
8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything.
Growth requires change
Company growth yields many opportunities and challenges. Recognizing this ahead of time can keep your business on track.
Turn the churn around: how to reduce customer churn
Figuring out how to reduce customer churn can take a fair amount of work, but putting an actionable strategy in place will ensure that your customers stick around.
Vacation-ing the premises
Sticking around isn’t doing anyone any favors. Here are the tangible benefits of taking vacation time.
6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support.
Improving retail experiences with conversational commerce
Conversational commerce is designed to connect customers with their favorite brands in real-time.
Raising the bar: 4 more leaders in customer service
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
Scaling and sustaining your customer service organization
Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and sustaining your customer service organization
Be a good neighbor, become a good business with CSR
As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.
Highlight your team’s performance with 7 customer support metrics
By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience
Execs need to be the kind of leaders people want to follow
Earlier on in my career, I was looking to join a company whose vision and executive leadership I believed in. I thought I’d found that.
Guide the customer to the right channel
Support is often geared to the needs and capabilities of a company. It's time to put the customer first.
5 departments (other than support) that benefit from self-service
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up.
Choose wisely: What to ask a potential vendor
The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful