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

When the benefits of switching software outweigh the costs

May 17, 2017

Switching to a new software solution can be a great idea, but the long-term costs of implementing new software may not be so obvious

Excellent customer service, excellent ROI

May 15, 2017

“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

How to improve customer service: align the company with shared goals

April 4, 2017

As head of customer service, you know better than anyone the importance of customer service. Today’s business climate is fiercely competitive. Savvy consumers are empowered by powerful new technologies and emboldened by cultural trends that put them in the driver’s seat

Highlighting your customer service capabilities

March 15, 2017

Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better

Are your customer experience initiatives working?

February 6, 2017

As the customer service playing field has changed, so have the criteria for measuring success. Enter Forrester’s customer service assessment tool: a detailed framework for understanding how your organization’s efforts stack up against more than one hundred and fifty customer service experience best practices

When employees are happy, business booms

June 7, 2016

Human Resources (HR) professionals may have a reputation as mediators of disputes and personnel complaints, but internal relationship-management is just one part of the job. HR teams have become a strategic business partner, attacking one of the most pressing corporate priorities

Second year running: Forrester names Zendesk a ‘Strong Performer’

January 20, 2016

At Zendesk, we believe that customer service is integral to the overall success of your business. We’ve long beat the drum about providing customers with a beautifully simple and friction-free

Provide innovative customer support on any channel

December 29, 2015

Customers have different preferences about how they receive and access customer support—whether that means talking over the phone, messaging an agent on an app, chatting online, or sending

To customer service, and beyond!

April 13, 2015

Curious about what’s ahead in the ever-evolving world of customer service? In the recent Forrester report, Trends 2015: The Future of Customer Service, Kate Leggett outlines