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.

Fantastic voyage: Customer journey mapping is well worth the effort

July 7, 2017

The path a customer takes from Point A to Point B is a key source of truth in determining what they loved, what they hated, or where they got stuck. Learn why it's wise to walk a mile in their shoes.

From Sloane Square to SaaS: A support advisor’s journey at John Lewis Partnership

July 5, 2017

Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers. Today, she’s embracing SaaS software, diving in headfirst and taking a hands-on approach to providing support

The art of business analysis in customer support

June 29, 2017

Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy team, she’s proving that solving big challenges is an art form in itself

FAQ-page design: Be savvy about self-service

June 23, 2017

With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.

Machine learning: a new potential in customer service

June 22, 2017

We’ve highlighted some of the potential innovations coming to customer service by way of machine learning

How video can enhance self-service

June 21, 2017

The human brain processes video at astounding speeds. Try using it in your support pages.

A customer experience definition

June 19, 2017

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

June 19, 2017

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

June 16, 2017

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?

June 16, 2017

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 AI is shaping the latest customer support trends

June 14, 2017

With the growing vigilance of how trends are being affected by automation, we’ve noted a few current customer service AI innovations and how they’re likely to continue changing

How PlanGrid empowers the construction industry with Zendesk Support

June 13, 2017

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

June 13, 2017

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

June 12, 2017

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?

June 12, 2017

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

June 9, 2017

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