6 Benchmarking best practices

August 18, 2017

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

August 17, 2017

Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business

Customize your CSAT surveys

August 14, 2017

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

August 11, 2017

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

August 10, 2017

Regularly benchmarking your performance against peers is essential to maintaining a competitive edge

The science behind satisfaction prediction

August 9, 2017

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

August 8, 2017

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

August 7, 2017

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

August 3, 2017

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

August 3, 2017

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

August 2, 2017

The first step towards understanding how to get customer feedback is to know the 3 different types

How Allbirds’ customer service is taking flight

July 28, 2017

Allbirds partnered with Zendesk for their customer service software when they first launched

Make self-service easy with the Web Widget

July 27, 2017

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

July 25, 2017

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

July 25, 2017

What are the keys to transforming your customer service operation? It could be the literal million-dollar question

Knowledge management is power—and empowering

July 19, 2017

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

July 19, 2017

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?

July 18, 2017

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

July 17, 2017

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

July 14, 2017

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

July 13, 2017

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

July 12, 2017

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

July 11, 2017

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

July 10, 2017

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.