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Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone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

Let’s get serious about improving the customer experience

May 26, 2017

Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience

When the benefits of switching software outweigh the costs

May 17, 2017

Switching to a new software solution can be a great idea, but the long-term costs of implementing new software may not be so obvious

5 Things to do before you switch solutions

May 9, 2017

Adopting new software can be complex, time-consuming, and if you’re not careful, a total nightmare. So why switch solutions? Because according to a recent study by Forrester, if the switch is to Zendesk, it’s worth it

What is excellent customer service?

April 14, 2017

There are many metrics that can help a business understand how well it’s doing in providing its customers with great service. These metrics are invaluable for determining a company’s customer service health, but they don’t always provide subjective context for an individual’s thoughts on excellent customer service

Why live chat is better for everyone

April 11, 2017

Customers today can be a bit challenging. They want to find answers online…until they want to talk to a human. They expect not only the right answer, but, increasingly, a lightning-fast answer. Enter live chat

How to never make a VIP customer wait

April 10, 2017

For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP customer has a question during off-hours and you need to contact your engineer who’s out of the office?

How to improve customer service: align the company with shared goals

April 4, 2017

As head of customer service, you know better than anyone the importance of customer service. Today’s business climate is fiercely competitive. Savvy consumers are empowered by powerful new technologies and emboldened by cultural trends that put them in the driver’s seat

What are your most important customer service objectives?

March 28, 2017

Most, if not all, companies understand the need for providing customer service. But if pressed, those whose job and skills don’t directly relate to support might not know their company’s customer service objectives

4 KPIs you should be measuring and why

March 26, 2017

It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of relying too few metrics

The easiest way to improve customer satisfaction

March 19, 2017

At the risk of sounding like a broken record, if you want to improve customer satisfaction, you need to measure customer satisfaction (CSAT)

Highlighting your customer service capabilities

March 15, 2017

Companies must bring their “A game” to improve their customer service capabilities, or risk losing out to competitors who do it better

Multi-channel support expectations are growing

March 1, 2017

Though it might seem like a contradiction, Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service. Whether it’s on the phone, email, or chat, multi-channel support expectations are growing

How efficient customer service affects your bottom line

February 15, 2017

Your customer service agents might be hard workers, but if systems are preventing them from being productive, hard work might not always equate to efficient work. If workflows or systems are holding your employees back it might be time to reconsider the software you use

5 behaviors every leader should adopt to create better customer experiences

November 11, 2016

Good leadership paired with good company culture leads to happy employees

5 traits of the perfect customer service employee

September 9, 2016

Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited for the role of customer support agent, while others don’t. So what is it that makes these “perfect” individuals different? What are the traits that make them the ideal candidates

3 ‘must-haves’ for building long-term customer relationships

August 24, 2016

Long-term customer relationships don’t happen overnight. They begin the first time a customer engages with your business and continue with each interaction. That includes everything from

How customer service agents can think like memory athletes

July 7, 2016

In customer service, agents are frequently tasked with memorizing hundreds of macros, tags, or other shorthand ways for categorizing information, in addition to learning everything there is to know about

Customer service starter pack: five resources for managing a stellar support team

May 31, 2016

Managing a customer service team isn’t easy. Get a head start with these five resources from customer service leaders.

Customer service management—not by the numbers

February 5, 2015

Paint by numbers kits have allowed millions of people to create their own masterpieces for decades now. The kits provide a controlled environment—the brushes, the paint, the canvas, and the numbers never

What’s your type? 4 types of customer service operations

February 4, 2015

“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided to explore this idea by looking beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate