Using a smart knowledge base to unlock agent potential
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
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.
Putting customers on the pathway to financial health
The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans
Proven tips for retailers to make the most of this holiday shopping season
We spoke with a few ecommerce agencies to get their advice and quick tips on how merchants can be successful during this shopping frenzy
How self-service helps Reverb hit the right notes with customers
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
6 keys to ticket escalation
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Start your omnichannel journey the right way
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
What to consider before you offer global support training
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
Stairway to success: How to grow in your support role
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
Agents need cross-channel communication
Here's why omnichannel support for agents and customers is a necessity
Support agents can improve the ecommerce experience
Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems
What is omnichannel customer service?
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
International relations 101: The keys to multilingual support success
Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.
De-stress the change management process
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
How Freshly provides seamless, time-sensitive support
By embracing omnichannel support, Freshly empowers its customers to contact them in the way that’s most convenient
Be ready for anything: support forecasting and scheduling
Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.
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
Figuring out “what happened?” with descriptive analytics
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.
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
Demystify your data: the 3 types of customer analytics
Customer analytics can tell you what you want to know about your customers, leading to sharper predictions about the future and actionable roadmaps for achieving your desired results
See your business goals through by offering live chat
It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.