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

The latest social media trend? Great customer service

April 26, 2017

Social media is no longer just a tool for stalking your middle school crush or sharing pictures of your dog. With companies and brands active across multiple platforms, the functionality of social media is constantly evolving and it can be hard to keep up

Measuring only one customer service KPI is a mistake: 4 you should be measuring and why

March 26, 2017

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

How customer service agents can think like memory athletes

July 7, 2016

In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about

See the customer journey more clearly: Introducing the Pathfinder app

March 18, 2016

The Pathfinder app allows you to provide more personalized support. Advocates are given insight into which Help Center articles and community forum posts customers have already viewed

All for one, and one for all: Help agents work more productively, together

February 13, 2015

Sometimes it really does take a village. When it comes to tackling customer support challenges, this much is clear: The one-on-one models that predominated

Tip of the Week: Setup Auto-Responses to Common Questions with Triggers

April 8, 2010

One of the keys to streamlining your customer support is responding appropriately to tickets as they come in and as they go through your support process

LiquidPlanner + Zendesk Integration Webinar

April 7, 2010

Original Webinar Date: 3/25/2010 Join Adria and Liz Pierce, of Liquid Planner, to learn more about how Liquid Planner works with Zendesk. Liquid Planner, online project management software, is created to work the way you think. It allows you to complete your next project effectively and manage expectations by allowing for flexible timelines. In this […]