Customer support vs customer service
While the meaning of the terms “customer service” and “customer support” may have become muddled, it is still important to differentiate the two
4 tips for springboarding from Tier 1 support
See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk
The top 3 benefits of a sandbox
Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.
3 smart solutions to common customer service challenges
While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common
Employees are customers, too: why building a better internal help desk matters
Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success
5 questions every IT leader should ask of their CRM platform
When IT leaders are deciding what they need out of a CRM platform, there are five important questions they need to ask
Why AI will transform how customer service teams work
Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.
How to structure product support
Preparing agents and triaging tickets are especially important when it comes to structuring product support
Help your multilingual knowledge base
thrive with AI
With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI
Enhancing the agent experience with contextual workspaces
Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace
Chat support models: shared vs dedicated
Here are two methodologies for channel assignment that can help improve the overall customer experience
Let the robots have those jobs—the evolving AI-agent relationship
AI-supported automations can have a huge impact on your agents. Here are some things to keep in mind as you implement new workflows and leverage technology for increased productivity and agent satisfaction.
5 questions to ask customers to improve your customer support
Feedback in business is crucial to growing and improving. It’s beneficial to take a closer look at what’s working and what isn’t. But where do you start?
What is tier 0 customer support?
Tier 0 support is a great way to help your customers help themselves
Content Cues: for agile and collaborative help content
Staying on top of knowledge management for help centers can be tricky, but it’s a lot easier with help from artificial intelligence
Questions to ask when staffing chat
Here are some other considerations to keep in mind when deciding on the number of agents to hire for chat support
Bite Squad perfects orders with smart, personalized support
The Bite Squad customer service team includes nearly everyone in the company. Better analytics and more insight into site transactions enabled the company to connect with hungry customers more effectively.
Onboarding a business process outsourcer? Follow the four “Ts”
If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers
4 surprising findings on big companies and customer support
Some big companies were born digital; others are just starting to modernize their customer support. New Benchmark research points to best practices for both.
How AI assistants close the gaps in customer service
AI assistants are capable of quite a bit more than their living room responsibilities. In the workplace, they’re helping to fill the gaps that commonly plague customer service: miscommunications, uninformed support agents, and meeting customers’ expectations.
Every ticket is a puzzle: One advocate’s drive to solve them
Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.
Using a smart knowledge base to unlock agent potential
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
5 ways that AI is already benefitting the customer experience
It’s great news for businesses that there are already practical applications of AI, especially for the customer experience.
Putting customers on the pathway to financial health
The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans