Your customers want an omnichannel customer experience
An omnichannel customer experience could be the missing key to both customer satisfaction and an improved agent experience
Customer support like texting your (girl)friends
We surround ourselves with people who push us to be better. That's why VINA invites its customers to help test the social networking app, create content, and to build community
Everyone is an SME in the self-service economy
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
Building real relationships through technology
BombBomb uses video—and Zendesk Support, Guide, and Chat—to rekindle a sense of human connection with its customers
Keeping gamers in the game through customer service
With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
Turn the churn around: how to reduce customer churn
Figuring out how to reduce customer churn can take a fair amount of work, but putting an actionable strategy in place will ensure that your customers stick around.
6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support.
Improving retail experiences with conversational commerce
Conversational commerce is designed to connect customers with their favorite brands in real-time.
Guide the customer to the right channel
Support is often geared to the needs and capabilities of a company. It's time to put the customer first.
Choose wisely: What to ask a potential vendor
The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful
Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
Map a customer-centric omnichannel support strategy
The best omnichannel strategy lets your agents and customers move fluidly through channels
Shopify brings the customer journey full circle
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
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
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
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
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.
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
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
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
The technologies needed to create personalized experiences at scale will advance rapidly in the next five years
6 Benchmarking best practices
Benchmarking done right is much more than a casual, anecdotal look at the competition. Here are some benchmarking best practices
Customize your CSAT surveys
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
The complaints may vary but often the ire has one thing in common: Why didn’t you ask your customers what they wanted?