3 ways to use Zendesk as an ecommerce help desk

May 2, 2017

Managing support across various channels can create accountability problems and make your customer feel undervalued. Here are three ways to corral the chaos

3 takeaways from retail’s Big Show in the Big Apple

January 29, 2017

The National Retail Federation (NRF) served up some big speakers at their 2017 Big Show, held recently in New York City. Keynotes included Sir Richard Branson, restaurateur Danny Meyer, and astronaut Captain Scott Kelly

Adopting new technologies benefits customer service

January 5, 2017

As the need for customer service professionals to provide excellent customer experience expands, retailers must empower them with new tools and technologies

The cost of disjointed data on the customer experience

December 29, 2016

To compete in today’s marketplace, retailers need to make customer data available to their agents in an easy, consumable way so they can serve their customers better than the competition

Measuring success in a customer experience world

November 30, 2016

Any retailer knows today’s consumers expect the best, and they won’t stay loyal for long if they don’t get it. Influenced by social trends and empowered by technology, customers want every retailer

3 tips for transforming your call center into a profit center

September 14, 2016

Increasingly, customer service plays a part in more than just the post-purchase experience. Customers reach out with questions as they research products, read reviews, and consider making a purchase. But are your agents prepared to

Retailers: Is it time to perform a customer service audit?

August 31, 2016

Customer service—pre- or post-purchase—is a big part of the consumer experience. And it’s just when a customer has had a negative experience that customer service needs to be on par. Or better than

3 reasons retailers need an omnichannel customer service program

August 17, 2016

It’s no small job to help consumers transition between mobile devices, brick and mortar stores, the web, and back again. That’s why having the right omnichannel customer service program in place is

How Chubbies uses the Zendesk Support and Shopify integration to deliver ‘the perfect weekend’

July 22, 2016

Chubbies wants their customers to have a good time—all the time. So, when they were looking for a Shopify integration, the solution had to deliver good vibes

12 tips for maximizing your ecommerce customer service

May 25, 2016

From live chat to help desks to strategies for scaling, here are 12 ways to help deliver sensational ecommerce customer service. Even better, the more you can integrate these into one system

4 ways for businesses to dream big, even while starting small

May 3, 2016

As a small business owner, you have much more on your plate than customer support, but that doesn’t make it any less

How retail employee satisfaction affects the bottom line

April 15, 2016

At this year’s National Retail Foundation (NRF), Eric Feinberg of ForeSee presented a session about one trend that’s more likely to become a mainstay: the convergence of customer experience and employee engagement

Retailers connect on all the right channels

March 25, 2016

Innovative brands know that some channels serve customers better than others. These retailers share why multi-channel support means choosing only the best channels for their customers

Industry experts predict the future of retail customer service

February 24, 2016

The future of customer retail service is wide open. We asked customer service industry experts to share their predictions

Retailers, make 2016 the year of better customer relationships

February 10, 2016

71% of customers say their typical response to a bad experience is to stop doing business with the company altogether. Read this infographic to learn the three things businesses can do to improve customer experiences

Five ways to innovate retail customer service in 2016

January 26, 2016

Clothing that’s one-size-fits-all never really fits. The same goes for one-size-fits-all customer service solutions. Whether it’s live chat, voice support, or self-service, consumers have strong

The most wonderful time of the year (for retailers): #NRF16

January 18, 2016

If you’re not in the retail or ecommerce business, you might assume that retailers are enjoying a much-deserved post-holiday break right now. But you’d be wrong

Getting up close and personal with customers on Facebook Messenger

January 7, 2016

Everlane is an online-only retailer known for their “radical transparency”—a value system they doggedly put into practice. The company discloses the true costs of

‘Tis the season for warm transfers

December 16, 2015

Much ado is made about Black Friday, but it’s hard to understand what a frenzy it really is until you’re on the customer service end. UK online retailer allbeauty.com, which specializes in perfume, cosmetics, skincare and haircare products, typically rakes in

Innovations in the retail customer experience

December 9, 2015

Learn more about retail inventions you already depend on and discover what’s in store for the future of shopping. This interactive infographic looks at innovation in the retail customer experience through the ages

In-context mobile support: A better experience for everyone

December 7, 2015

There’s a popular rant by comedian Louis C.K. about our cultural impatience with slow Internet connections on mobile devices and on WiFi-enabled airplanes. He sounds a bit curmudgeonly, but he’s only trying to say

How Le Tote Makes Customer Service Personal

June 15, 2015

You’ve heard of the sharing economy? How about the subscription economy? Actually, it’s not all that new. In fact, businesses have been doing it for years. Magazine companies and newspapers were some of the first businesses to use the subscription model. And, let’s not forget where Netflix started: Checking your mailbox for your next three […]

When it comes to online shopping, convenience drives conversion [infographic]

June 8, 2015

Did you know that 66% of customers will spend more with a company that they believe provides excellent service? Welcome to the age of the customer, where businesses fly or fail based on the customer service they provide

Modern luxury: Q&A with AllSaints

June 4, 2015

Sarah-Jayne Grabiec, Global Customer Experience Manager at AllSaints, has been with the brand nearly four years. Sarah’s journey with the brand began as general manager of