The smart move: 3 reasons to use live chat
Between crazy work hours and life, we find ourselves putting more items into our virtual shopping carts than our physical ones. And this is where live chat comes to play. The following are 3 reasons why incorporating live chat into your business’ customer service experience will help you gain more customers and keep them happy.
Readers’ choice: the customer service content top 10
As much as we like telling stories with words, sometimes numbers tell a good story too. When it comes to the Zendesk blog, and other resources on our site, we review
There’s a chat for that [infographic]
Live chat is becoming increasingly important and profitable as a customer engagement platform. In fact, many customers report that having a live person answer their questions while
Hear it from the experts: customer service quotes from Illuminate
September 17th was a big day for us. Zendesk hosted an event in New York City called “Illuminate: A Strategic Approach to Customer Engagement.” We invited industry leaders and innovators from
Your customers have a multi-channel strategy. Do you?
Just ahead through the double doors is the customer service department. Behind a neat, circular desk, a tidy line of customers waits patiently—or perhaps not quite so patiently
What customer service and content marketing can learn from each other
Lately we’ve been wondering why there isn’t more collaboration between content-producing marketing teams and customer support and documentation teams. After all, both share a broad agenda
5 mistakes winning apps don’t make
The mobile era is already well under way. For companies looking to use mobile apps as a way of engaging with their customers, this represents a challenge and an opportunity
How to provide great customer service through social media
In our new guide to Providing Great Customer Service Through Social Media, we explore some best practices for providing social care through channels such as Facebook and Twitter
Service standards don’t serve anyone
Many companies have customer service standards. The goal is to make service more consistent. The result is often the opposite.
Customer satisfaction last quarter: trick or treat?
With the release of the our quarterly Zendesk Benchmark report, were very happy to announce that customer satisfaction rose globally for the second consecutive quarter after more than a year in decline
Always online gaming: who wins?
In the age of shared content, publishers across the entertainment and software industries have fixated on the best ways to protect intellectual property against digital piracy. The means publishers use to protect their content
Infographic: bring your game
Customer service can be a little like a game. Decisions need to be made, paths are chosen, and if played correctly, rewards are reaped
Seven secrets to ecommerce customer service success
7 key lessons every future-facing ecommerce business needs to learn, including ecommerce customer service
Why retailers are buzzing about omnichannel
Shoppers today have a lot of choices: there are more ways than ever to find and explore products. The reality is that a lot of us use a mix of online and offline
Great customer service starts… in bed?
If your first conscious thought in the morning is, Wheres my phone?—youre not alone. Mobile phone and tablet usage is on the rise
Acting on customer satisfaction feedback
Customer satisfaction isnt just another number on an impressive-looking report. By taking the time to analyze your satisfaction ratings
Why customer service is so important to online shoppers
Most people think of shopping online as a way to cut costs. E-commerce stores relieve customers of travel time, and retailers of storefront expenses. But people seldom consider the costs that online shopping adds to their transaction
Infographic: surviving the tech-challenged public
IT service professionals have to deal with questions from customers that cover the entire spectrum of technical knowledge
Tip of the week: adding the feedback tab to your Facebook Page
With our current Facebook integration, you are able to capture both wall posts and private messages into tickets
Infographic: giving back
Whether it’s donating funds to causes such as economic development or education, promoting a socially conscious workplace, or supporting the local community, people want the companies that they do business with to give back in one form or another
The holiday satisfaction slump: keeping holiday customers happy
Holidays are hard on customer satisfaction. Last year, you might have noticed a slump in your clients happiness around winter
Infographic: complaining ain’t easy
Complaining: your customers are doing it in public forums and they want you to respond. It can seem malicious, and at times it might be. But ignoring them is not the best course of action
Improvements in search for more intelligent self-service
Recent studies tell us that more and more customers prefer self-service over contacting a support agent; and as the below infographic illustrates, a whopping 91% say they would use a knowledge base if it met their needs
Infographic: self-service for mobile consumers
Mobile devices arent just for phone calls, SMS, and emails anymore. As our latest infographic illustrates, the percentage of adults who use their mobile devices for online browsing has more than doubled in the last three years