The data-driven path to building a great help center
Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.
10 Customer experience KPIs
It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.
Building customer loyalty with great support
Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide
Three customer support KPIs you need to track
Everyone uses different metrics to define their goals. So how should you even begin choosing your customer support KPIs?
Tap into the right self-service analytics to measure success
If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future.
See your business goals through by offering live chat
It’s crucial that your live chat goals align with your business objectives. You don’t want an opportunity to slip by, so here are five business goals that can be supported (and more achievable) by offering live chat
Holiday retail and the omnichannel customer experience
For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.
The four C’s of cherry-picking
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
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.
Feedback is a gift—take it and optimize
If you want to provide optimal support, you need to focus on your agents and what they need
How to set up support tiers
Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help.
8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything.
Growth requires change
Company growth yields many opportunities and challenges. Recognizing this ahead of time can keep your business on track.
Turn the churn around: how to reduce customer churn
Figuring out how to reduce customer churn can take a fair amount of work, but putting an actionable strategy in place will ensure that your customers stick around.
Vacation-ing the premises
Sticking around isn’t doing anyone any favors. Here are the tangible benefits of taking vacation time.
Improving retail experiences with conversational commerce
Conversational commerce is designed to connect customers with their favorite brands in real-time.
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.
Be a good neighbor, become a good business with CSR
As a global company with more than 2,000 employees in 13-plus offices, we're scaling our CSR efforts into a global strategy.
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.
Choose wisely: What to ask a potential vendor
The Request For Proposal (RFP) and vendor evaluation process doesn't have to be painful
4 industry leaders on how they use the Knowledge Capture app
We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re utilizing Zendesk Guide and the Knowledge Capture app.
SEO and customer service: The benefits of aligning efforts
Did you get here after googling a search term? Your customers find you this way, too