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.
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?
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
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
Let’s get serious about improving the customer experience
Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience
Setup your agents and end-users for success with Chat
You’ve made the important step of deciding to implement a new Chat channel, but now what? There are many things to take into consideration, from where you place the Chat panel to how you’ll staff your Chat agents
Create an effortless experience for customers
Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth of service channels that previous generations could only dream of. But with myriad options comes complexity
How customer-centric is your business?
When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer. A customer-centric company’s good reputation is likely to bring in new shoppers because consumers are more willing to purchase from a company they believe will treat them well and personalize their experiences
Creating a customer service definition
Arriving at a customer service definition that everyone can agree on can be tough, but taking a step back to define its key elements is a useful exercise
Work smarter: live chat best practices
As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers
Improving the customer experience
Customer experience focuses on improving the way customers interact with your business. Doing so means putting the needs of the customer front and center
Tiers for fears: Is tiered support for you?
If you’re a business with consistently growing customer base and ticket volume, it might be time to consider tiered support
Four examples of good customer service
What if the industry’s definition of what comprises top-notch customer service varies from what customers really value?
Why you must offer chat support
It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane is ready to make a purchase. She starts to check out and scans the shipping options. Will it arrive when she needs it to with regular shipping or should she pay to have it expedited
The more the merrier: Add teams to Zendesk Support
Your customer service team answers many of the day-to-day questions that arise (and they’re great at it), but expertise from other departments is sometimes required
Top 3 complaints from customer support agents
We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found that support agents have their fair share. Here’s how to meet those frustrations head-on
Fine tuning: the best ticket is the one that’s never created
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
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?