Machine learning: a new potential in customer service

June 22, 2017

We’ve highlighted some of the potential innovations coming to customer service by way of machine learning

How AI is shaping the latest customer support trends

June 14, 2017

With the growing vigilance of how trends are being affected by automation, we’ve noted a few current customer service AI innovations and how they’re likely to continue changing

Proactive support with in-product messaging

March 23, 2017

Would it be helpful if you had a way to reach out to your customers before they need to reach out to you? Let’s say you have a new or updated product you want to let them know about, or you want to give your new users a suggestions on how to get started

Increase proactive engagement with Mobile Chat Notifications

April 14, 2016

In 2015, for the first time ever, visits to retail websites via mobile devices overtook desktop traffic. This means it’s increasingly important for businesses to offer a mobile-optimized experience

Drive your brand to success with proactive chat support

August 26, 2014

The importance of proactive chat support cannot be underestimated. Part of Zendesk’s chat offering is a Triggers feature for engaging important customers

How to increase useful live chat requests on your website

November 12, 2013

Relevant and irrelevant chats: What’s the difference? You’ll notice that the title of this article refers to useful live chat requests. We want to increase some types of conversation and minimize others. For example, you’ll most likely want to

Social customer service: can it really be done?

September 27, 2013

How can businesses manage the pressure of supporting various online channels that didn’t even exist a few years ago?

The good, the bad, and the ugly: the impact of customer service

April 16, 2013

Our latest infographic highlights the findings of a recent report on customer lifetime value, finally getting to the good, the bad, and the ugly truths of how consumers—and their future spending—are influenced

Best Practices for Proactive Support

July 28, 2011

Perhaps nowhere is the saying “an ounce of prevention is worth a pound of cure” more true than in the customer service space. (Well, it’s pretty true in terms of health care, but just go with us on this). Preventing customer issues from even becoming issues in the first place is called proactive customer support. […]