Your customers want an omnichannel customer experience
An omnichannel customer experience could be the missing key to both customer satisfaction and an improved agent experience
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, so we highlighted the 5 must-haves features that ensure every customer can be heard.
Everyone is an SME in the self-service economy
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
Keeping gamers in the game through customer service
With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
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.
Raising the bar: 4 more leaders in customer service
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
5 departments (other than support) that benefit from self-service
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up.
Why it’s worth having your own branded community
There are many surprising benefits to hosting a branded community including better SEO, knowledge sharing, customer engagement, 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
3 of the best knowledge management examples
Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.
Increase useful live chat requests on your website
Let’s look at some of the most efficient ways to increase live chat engagement on your site
How will artificial intelligence assist customer service agents?
The latest innovations in artificial intelligence will showcase features with big upsides for agents
A Simple Way to Understand Machine Learning vs 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.