In order to effectively deploy exceptional customer service solutions, there are five key phases of implementation that every company should consider

An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness

While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common

Feedback in business is crucial to growing and improving. It’s beneficial to take a closer look at what’s working and what isn’t. But where do you start?

If you want to provide optimal support, you need to focus on your agents and what they need

It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?

When it comes to agent satisfaction, there are compelling reasons to move beyond a surface understanding of its importance

Chances are that many of you have customer effort reduction as one of your MBOs. If not, it's time to add it

What can an NPS survey tells you about your customer experience?

A churn survey is a great way to learn why a customer left you, and what you can do prevent further churn

The simplicity of the CSAT survey lends itself to analyzing trends in satisfaction. Companies that focus on improving their scores have a competitive boost

The complaints may vary but often the ire has one thing in common: Why didn’t you ask your customers what they wanted?

Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?

Simply collecting responses isn’t enough: sharing customer feedback properly is required for your company to make truly informed decisions.

The first step towards understanding how to get customer feedback is to know the 3 different types

Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult

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

Customer service is too often an afterthought and many times customer requests go unanswered. Yet with the proliferation of connected devices, customer expectations are at an all time high – they expect to get help quickly and on every channel

Customer feedback is important, but what you do with that feedback is even more important. Here’s a look at how the customer service team at Zendesk took a couple of bad situations and turned them around

According to Gartner, “By 2018, 50% of agent interactions will be influenced by real-time analytics.” Organizations are diving deeper into customer analytics in order to cultivate effortless customer experiences

Today, as part of our Zendesk on Zendesk discussion series, I’ll shed some light into how we navigate the intricate workings of the CSAT survey and ratings, including a newer Zendesk feature that lets you drill into the reasons

There are lots of ways to collect customer feedback—even from afar. One of the most common tools is a customer survey—NPS®, Transactional CSAT, Global CSAT and Customer Effort Scores are a few common survey types. Here’s is an overview of each

Gathering user feedback is one of the most straight-forward and effective tactics for improving your product or service. And the best way to get honest, insightful feedback is with a form that makes it easy for customers to answer meaningful questions. However, creating the form is only half of the equation. You also need

Join us in the Zendesk forums today for the next installment of our Fine Tuning series. We’re hosting a day-long discussion focused on turning Customer Satisfaction surveys into positive actions