How to support your robot co-worker

September 19, 2017

We’ll learn to work well alongside our robot co-workers, but to get there, both sides are going to have to learn

Why chatbots won’t necessarily replace humans

September 11, 2017

Chatbots will play a much larger role in customer interactions in the next five years, but not at our expense.

Chatbots for business: a new support standard

August 3, 2017

If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window

Increase useful live chat requests on your website

July 27, 2017

Let’s look at some of the most efficient ways to increase live chat engagement on your site

How will artificial intelligence assist customer service agents?

July 21, 2017

The latest innovations in artificial intelligence will showcase features with big upsides for agents

Machine Learning vs Deep Learning, What’s the Difference?

July 18, 2017

Understanding how today’s AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep 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

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. […]