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Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone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.” And, to that end, the KPI (key performance indicator) is a great measurement tool for customer support teams. Unfortunately, many organizations make the mistake of relying upon only one KPI

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 […]

Your customer service agents might be hard workers, but if systems are preventing them from being productive, hard work might not always equate to efficient work. If workflows or systems are holding your employees back it might be time to reconsider the software you use

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

Implementing a Human Resources Information System (HRIS) is one of the primary investments any HR operations team can make. Yet much of the day-to-day support that HR provides still happens over email

Managing a customer service team isn’t easy. Get a head start with these five resources from customer service leaders.

Siri, Cortana, and other personal assistants have permeated our lives; every day we depend on them to help us with directions or to dictate text messages. But digital assistance transcends consumer devices and can range from

Meet Rodney, our Tier 1 team lead at Zendesk’s headquarters in San Francisco. After earning his degree in Resort & Hotel Management in college, Rodney planned on a career in business and hotel management. Instead, he

Figuring out how to be more efficient—how to ‘do more with less’—is a top priority for pretty much every team. When it comes to support, each team manages its queue differently and frequently uses a host of

According to research, over 70% of all customers who leave a company for its competition have no problem with the product. Their main issue is with the customer care offered. This means that customer churn can hypothetically be reduced by 70% with world class customer care