If your agents are constantly switching between channels and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.

As your support teams grow, here are some tips on how to optimize operations at scale

For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for

Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.

Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.

So how do you pull off delivering 24/7 business hours? By being smart humans and using technology wisely

First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls

Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

No matter the type of business, customer service agents are very often the first people customers and prospects speak with

Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers

“Don’t knock it until you’ve tried it” can be good advice in some situations, like when you’re wary of trying a new ice cream flavor. When deciding whether to overhaul your current customer service support system—not so much

If you’re a business with consistently growing customer base and ticket volume, it might be time to consider tiered support

Adopting new software can be complex, time-consuming, and if you’re not careful, a total nightmare. So why switch solutions? Because according to a recent study by Forrester, if the switch is to Zendesk, it’s worth it

The sun never sets for businesses that rely on remote support, and global support, for customer service. The traditional “follow the sun” model is a type of global workflow in which issues can be handled by and passed between offices in different time zones

Switching to a new customer support software solution requires involvement from various teams within your organization, even the ones who won’t use it everyday. But if you take the time to make your case and work with your organization, you can illustrate the benefits and get new software approved

Customers today can be a bit challenging. They want to find answers online…until they want to talk to a human. They expect not only the right answer, but, increasingly, a lightning-fast answer. Enter live chat

For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP customer has a question during off-hours and you need to contact your engineer who’s out of the office?

It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of relying too few metrics

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

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 […]

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

Building your Zendesk is a lot like building with LEGOs. Each component of Zendesk is made to work in harmony with the others so that you can create the strongest spaceship—or ticketing system—you can imagine. In today’s Fine Tuning discussion, I’ll walk through some key features, or building blocks