Content Cues: for agile and collaborative help content
Staying on top of knowledge management for help centers can be tricky, but it’s a lot easier with help from artificial intelligence
How AI assistants close the gaps in customer service
AI assistants are capable of quite a bit more than their living room responsibilities. In the workplace, they’re helping to fill the gaps that commonly plague customer service: miscommunications, uninformed support agents, and meeting customers’ expectations.
5 ways that AI is already benefitting the customer experience
It’s great news for businesses that there are already practical applications of AI, especially for the customer experience.
Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
Zoom + Zendesk: the benefits of video for remote support
We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service
Meet Connect: A new product to automate and scale proactive support
Instead of asking “How can my support team keep up?” consider a different question: “What are the most important situations in our customers’ journey around which our support team can design proactive engagement and support?”
Be the type of tech support team you want to interact with
CircleCI relies on Zendesk to connect its remote, distributed technical support team with its customers. The company has seen gains in efficiency and satisfaction and built a custom open source Slack integration using the Zendesk API.
How Strava cracked mobile support and engagement
Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.
Slack kills at onboarding customers: Here’s how
How did Slack go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
5 Customer experience trends for 2018
Let's break down what businesses are doing going into 2018 to prioritize the customer experience
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.
Understanding bot abilities—and limitations
The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.
Why it’s worth having your own branded community
There are many surprising benefits to hosting a branded community beyond supplementing a help portal, including better SEO, knowledge sharing, and more
What if language wasn’t a barrier for customer support?
With Unbabel for Zendesk, and with help from artificial intelligence, language will no longer be an insurmountable obstacle for customer support agents
What we’re learning from Answer Bot
At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot
Support beyond tickets
Saving time, improving efficiency, boosting productivity: isn’t this what every business owner wants? Yes it is.
Reducing the stress of constant contact
Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.
Map a customer-centric omnichannel support strategy
The best omnichannel strategy lets your agents and customers move fluidly through channels
How to support your robot co-worker
We’ll learn to work well alongside our robot co-workers, but to get there, both sides are going to have to learn
Why chatbots won’t necessarily replace humans
Chatbots will play a much larger role in customer interactions in the next five years, but not at our expense.
Shaving down ticket volume with Answer Bot
Dollar Shave Club earns a 25% resolution rate with Answer Bot, freeing up agent time for extended chat support hours and other projects
Introducing Answer Bot
A a new way for customers to find the answers they seek even faster – introducing Answer Bot.
The science behind satisfaction prediction
We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers
Chatbots for business: a new support standard
If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window