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.

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?

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

Build a great customer experience strategy

June 7, 2017

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

June 5, 2017

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

June 2, 2017

Here’s a list of what providing bad customer service can do for your company

The benefits of proactive chat

June 2, 2017

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

June 2, 2017

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

May 26, 2017

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

May 25, 2017

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

May 23, 2017

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?

May 23, 2017

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

May 22, 2017

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

May 17, 2017

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

May 15, 2017

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?

May 11, 2017

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

April 26, 2017

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

April 25, 2017

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

April 14, 2017

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

April 10, 2017

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

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?