Reduce customer effort with great service
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
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.
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
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
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
What can an NPS survey tells you about your customer experience?
Sales and support: aligning to improve customer retention
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
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
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
The technologies needed to create personalized experiences at scale will advance rapidly in the next five years
Sharing customer feedback
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
The first step towards understanding how to get customer feedback is to know the 3 different types
Untapped: the ROI of customer service
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
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?
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
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
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
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
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
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
We’ve highlighted some of the potential innovations coming to customer service by way of machine learning
A customer experience definition
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
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
Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction