Reduce customer effort with great service

October 10, 2017

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

Geckoboard conquers global support with data

October 9, 2017

Research by Global Workplace Analytics found that the number of remote employees has grown by 115% since 2005

How’s your first reply time? Not fast enough.

September 27, 2017

Deceptively simple, vastly important, and full of hidden pitfalls, first reply time is a tricky member of the support metrics family

Sales and support: Collaborating to increase growth

September 26, 2017

Businesses must seek to grow with existing clients and enhance the value of these relationships over time

Relate Live: Transform your team, tech, and CX

September 25, 2017

Whatever it is you hope to rework—or dare we say transform?—there’s something for you at Relate Live

Making the most of an NPS survey

September 21, 2017

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

Sales and support: aligning to improve customer retention

August 31, 2017

Companies that are in it for the long haul must place as much emphasis on retention as they do acquisition

Save the day with a churn survey

August 28, 2017

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

Sales and support: acquiring customers

August 23, 2017

Acquiring customers requires not only an amazing sales team, but the ability to provide prospects with quality experiences

Prepare for the future with these 4 CX strategies

August 21, 2017

The technologies needed to create personalized experiences at scale will advance rapidly in the next five years

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