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

Raise your ticket deflection ratio with smart self-service

June 7, 2017

It’s time to demystify ticket deflection and improve your deflection ratio

How customer-centric is your business?

May 23, 2017

When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer. A customer-centric company’s good reputation is likely to bring in new shoppers because consumers are more willing to purchase from a company they believe will treat them well and personalize their experiences

3 ways to achieve better self-service

May 5, 2017

Most customers would rather help themselves than reach out to an agent. In order to deliver the support experience customers want, companies are expanding their online self-service capabilities

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

Introducing Zendesk Guide

May 2, 2017

To help customers take their self-service to the next level and establish a successful knowledge management practice, Zendesk is proud to launch Guide, a smart knowledge base for better self-service and empowered agents

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

Huckberry explores speedier support with SMS messaging

April 20, 2017

Huckberry’s philosophy—treating customers as equals—isn’t limited to brand messaging and doesn’t end at the point of purchase. This core belief permeates all areas of the business, including support

The more the merrier: Add teams to Zendesk Support

April 14, 2017

Your customer service team answers many of the day-to-day questions that arise (and they’re great at it), but expertise from other departments is sometimes required

Omnichannel customer service: what people really want

April 12, 2017

Amidst a growing multitude of channel options, consumers don’t just want support on a variety of channels, they want omnichannel customer support, or support across a spectrum of channels, each one optimized for an experience best suited for that channel

Why live chat is better for everyone

April 11, 2017

Customers today can be a bit challenging. They want to find answers online…until they want to talk to a human. They expect not only the right answer, but, increasingly, a lightning-fast answer. Enter live chat

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

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

Fine tuning: the best ticket is the one that’s never created

March 23, 2017

In our last Fine Tuning session, we took a look at building ideal workflows so that every ticket is solved as efficiently as possible. This month, we take the conversation a step further by asking, “How do we prevent ticket creation in the first place?” A good self-service strategy can have a major impact on customer loyalty, support costs, and customer satisfaction

Beyond FAQ: how support can create great customer experiences

March 23, 2017

A well-designed FAQ that matches the look, feel, and tone of the business should be top of mind for any company with a digital presence. We know it’s how customers search for information and it’s often the first place would-be customers go for details when sizing up their options for goods and services. But what about the impact of other channels, beyond the FAQ, on customer service?

On hold no more: top 5 benefits of callback from queue

March 21, 2017

No one likes to be put on hold. In fact, according to a survey from Google, 60% of customers think 1 minute is too long to wait on hold. But the good news is that callback from queue—functionality that allows callers to opt out of waiting on hold and request a callback when an agent […]

Which comes first, the customer or agent experience?

March 16, 2017

Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and

5 tips for training call center agents

March 14, 2017

Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone

Boosting call center customer satisfaction

March 7, 2017

If your primary goal is to improve call center customer satisfaction, it’s not enough to just provide a phone number to call

Multi-channel support expectations are growing

March 1, 2017

Though it might seem like a contradiction, Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. Whether it’s on the phone, email, or chat, multi-channel support expectations are growing

Text support: get it right the first time

February 20, 2017

Including text support as part of your multichannel strategy is a great way to provide better customer experiences, differentiate your service, and make your team more efficient. With text support, your mobile customers will appreciate the easy access to information or help. In fact, 52% of US consumers would prefer texting customer support over their current preferred form of communication.

3 ways to improve CSAT

February 17, 2017

Wouldn’t you want to know if your customers are unhappy, and if so, why? Understanding a customer’s pain points can help you improve your business and better serve your customers

How efficient customer service affects your bottom line

February 15, 2017

Your customer service agents might be hard workers, but if systems are preventing them from being productive, hard work might not always equate to efficient work. If workflows or systems are holding your employees back it might be time to reconsider the software you use