Shopify brings the customer journey full circle

October 10, 2017

While it’s necessary for your teams collaborate, it’s not necessary to send your customers to multiple departments throughout the company

Design a strategy for seamless omnichannel support

October 10, 2017

Scaling and providing consistency across channels requires an omnichannel support solution—informed by a strategy that keeps the customer at the center of your business

Reduce customer effort with great service

October 10, 2017

Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it

Providing a great customer experience during the holiday rush

October 4, 2017

To help keep the annual holiday rush manageable, we’ve compiled a list of tips that’ll help your team deflect more tickets and keep CSAT scores high

How Zendesk customers benefit from self-service

October 2, 2017

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our customers and their use cases related to self-service

How’s your first reply time? Not fast enough.

September 27, 2017

Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family

Relate Live: Transform your team, tech, and CX

September 25, 2017

Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live

Save the day with a churn survey

August 28, 2017

A churn survey is a great way to learn why a customer left you, and what you can do prevent further churn

Prepare for the future with these 4 CX strategies

August 21, 2017

The technologies needed to create personalized experiences at scale will advance rapidly in the next five years

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

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

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

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

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

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.

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.

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.