Proactive support with in-product messaging

March 23, 2017

Would it be helpful if you had a way to reach out to your customers before they need to reach out to you? Let’s say you have a new or updated product you want to let them know about, or you want to give your new users a suggestions on how to get started

Fine tuning: the best ticket is the one that’s never created

March 23, 2017

In our last Fine Tuning session, we took a look at building ideal workflows so that every ticket is solved as efficiently as possible. This month, we take the conversation a step further by asking, “How do we prevent ticket creation in the first place?” A good self-service strategy can have a major impact on customer loyalty, support costs, and customer satisfaction

Beyond FAQ: how support can create great customer experiences

March 23, 2017

A well-designed FAQ that matches the look, feel, and tone of the business should be top of mind for any company with a digital presence. We know it’s how customers search for information and it’s often the first place would-be customers go for details when sizing up their options for goods and services. But what about the impact of other channels, beyond the FAQ, on customer service?

Uncover the value of support: 3 ways to combat customer frustration

March 21, 2017

If your company’s current processes can’t properly address a barrage of customer grievances (and you’ll know that stress test when it happens), it could be time to reevaluate how combat-ready you are for when things get rough. Here are three great ways to combat customer frustrations

On hold no more: top 5 benefits of a callback service

March 21, 2017

No one likes calling a company only to be put on hold. In fact, according to a survey from Google, 60% of customers think 1 minute is too long to wait on hold. But the good news is that a callback service ensures that your they don’t have to be put on hold if they […]

The easiest way to improve customer satisfaction

March 19, 2017

At the risk of sounding like a broken record, if you want to improve customer satisfaction, you need to measure customer satisfaction (CSAT)

Which comes first, the customer or agent experience?

March 16, 2017

Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and

Highlighting your customer service capabilities

March 15, 2017

Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better

5 tips for training call center agents

March 14, 2017

Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone

Improved agent experience leads to improved retention and ROI

March 8, 2017

As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on customer service teams is enormous. Customer service best practices today look very different than they did even five years ago. Yet, one truth remains the same: Customer service agents want to help. They care about the customers and want […]

Multi-channel support expectations are growing

March 1, 2017

Though it might seem like a contradiction, Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. Whether it’s on the phone, email, or chat, multi-channel support expectations are growing

3 ways to improve CSAT

February 17, 2017

Wouldn’t you want to know if your customers are unhappy, and if so, why? Understanding a customer’s pain points can help you improve your business and better serve your customers

Bright ideas: how some companies are winning the customer service game

February 16, 2017

Customer service is critical in today’s one-swipe, one-click away world; competition is stiff and it only takes milliseconds to go to a competitor. Don’t just listen to us. Read our customer stories and learn how they help keep their customers happy

How efficient customer service affects your bottom line

February 15, 2017

Your customer service agents might be hard workers, but if systems are preventing them from being productive, hard work might not always equate to efficient work. If workflows or systems are holding your employees back it might be time to reconsider the software you use

Community tips for happier customers

February 10, 2017

Zendesk can’t magically provide you with happier customers. But we can give you the tools you need to improve the customer experience

Customer appreciation: make new friends, but keep the old

February 9, 2017

If loyalty, like old friends, is gold, then what’s a great way to maintain loyal customers? Customer appreciation.

WeGoLook’s fearless multi-channel approach

February 8, 2017

When deciding which channels to roll out, “it comes down to what’s most appropriate for the customer, as well as their urgency and need,” Knoll explained

Are your customer experience initiatives working?

February 6, 2017

As the customer service playing field has changed, so have the criteria for measuring success. Enter Forrester’s customer service assessment tool: a detailed framework for understanding how your organization’s efforts stack up against more than one hundred and fifty customer service experience best practices

Turning customer reviews into real revenue

February 3, 2017

Customer service is too often an afterthought and many times customer requests go unanswered. Yet with the proliferation of connected devices, customer expectations are at an all time high – they expect to get help quickly and on every channel

How messaging apps can benefit your business

February 2, 2017

Serving up customer support through customer messaging software can deepen your brand’s relationship with customers. On the customer side, messaging apps provide an immediate way to connect with your business and get a response. Here are three ways your business can benefit from connecting with customers over consumer messaging apps

Why Oulun Energia turned to Pepron to give their customer service a power boost

February 1, 2017

Oulun Energia’s motto is “We are all at the customer’s service.” As a value, it has served their customers well. Behind the scenes, however, Oulun Energia was looking for a customer service solution that was also at the customer’s service. Their existing system offered limited methods for tracking customer support satisfaction.

Channel changes score high with Ditzo’s online insurance customers

January 26, 2017

Ditzo’s decision to eliminate both email and voice as contact channels in early 2016 was a surprising one. It might even be called revolutionary

How to build ideal workflows in Zendesk Support

January 25, 2017

Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow

Improving phone support efficiency

January 25, 2017

Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can help teams improve efficiency, saving time (and money)