FAQ-page design: Be savvy about self-service
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
The human brain processes video at astounding speeds. Try using it in your support pages.
A customer experience definition
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
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
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?
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
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
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
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?
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
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
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
We collected some customer service quotes to look to when the going gets tough
Keeping your word: the support SLA
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
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
Here’s a list of what providing bad customer service can do for your company
The benefits of proactive chat
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
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
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
“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?
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
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
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
No matter the type of business, customer service agents are very often the first people customers and prospects speak with