Sharing customer feedback

August 3, 2017

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

How to get customer feedback: 3 methods

August 2, 2017

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

Untapped: the ROI of customer service

July 25, 2017

Customer service can have a direct impact on the bottom line. So why do so few companies understand the ROI of customer service?

Transforming your customer service in 4 steps

July 25, 2017

What are the keys to transforming your customer service operation? It could be the literal million-dollar question

What’s the difference between machine learning and deep learning?

July 18, 2017

Understanding how today’s AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning

How to make room in agents’ schedules to lend a hand

July 17, 2017

It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities

Why there’s no substitute for IRL support

July 14, 2017

The Madison office participated in the Zendesk's Corporate Social Responsibility (CSR) initiatives to log a collective 1129 hours at 28 local non-profits

The consequences of bad customer service

July 10, 2017

Customer experience, or CX, goes hand in hand with customer service. In the end, transforming customer service helps businesses deliver great experiences, according to the updated findings.

Fantastic voyage: Customer journey mapping is well worth the effort

July 7, 2017

The path a customer takes from Point A to Point B is a key source of truth in determining what they loved, what they hated, or where they got stuck. Learn why it's wise to walk a mile in their shoes.

The art of business analysis in customer support

June 29, 2017

Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy team, she’s proving that solving big challenges is an art form in itself

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

A customer experience definition

June 19, 2017

Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one is truly the difficult part.

Maximize customer service training

June 19, 2017

Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced

Building trust with automatic answers

June 16, 2017

Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction

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

Mix it up: rotating customer support jobs

June 12, 2017

Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment

Which call center metrics should you really focus on?

June 12, 2017

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

Build a great customer experience strategy

June 7, 2017

Building a top-notch customer experience strategy requires the ability to not only recognize the need for change but to embrace it

Get motivated with customer service quotes

June 6, 2017

We collected some customer service quotes to look to when the going gets tough

3 Results of bad customer service

June 2, 2017

Here’s a list of what providing bad customer service can do for your company

Support falls flat without customer engagement

June 2, 2017

Developing a customer engagement model goes far beyond pricing and offering a quality product or service—it’s about creating an emotional connection with customers

Multichannel customer service, made-to-order

June 1, 2017

“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year. Your product has to be great—but so, too, does your hospitality

6 Reasons why every call center should use an integrated ticketing system

May 30, 2017

Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

Customer service terms everyone should know

May 29, 2017

To “translate” the language of the business, we’ve put together a glossary of customer service terms commonly encountered in a support organization