How will artificial intelligence assist customer service agents?
The latest innovations in artificial intelligence will showcase features with big upsides for agents
What’s the difference between machine learning and deep learning?
Understanding how today’s AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning
5 best practices for designing a knowledge base
When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read on for knowledge base design best practices.
How AI is shaping the latest customer support trends
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
It’s time to demystify ticket deflection and improve your deflection ratio
How customer-centric is your business?
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
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
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
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
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
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
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
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
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
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
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
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
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
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?
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
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
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
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
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.