The difference between chat and messaging
For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and messaging—and when to use them
6 steps to build your service recovery program
Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery program can help
Optimize your support solution: a checklist
Your customer support technology should evolve with you as your business scales and changes. Use these steps as a map.
The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere
Making CX smarter and more personalized with Zendesk and AWS
We’re partnering with Amazon for the launch of their Amazon EventBridge, with a simple, flexible streaming integration: the Zendesk Events Connector
Help desk vs service desk: what’s in a name?
Regardless of what you prefer to call these support teams, there are many solutions that help you better meet customers’ needs
Unlimited support: How Vimeo’s dedicated support engineer Zena Hirsch uplevels operations
Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.
Aligning operational metrics with your customer service goals
We identify three customer service goals that companies can measure and the metrics they need to do so
How to keep that personal touch as your company grows
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?
How to know when it’s time for omnichannel customer service
If you’re wondering whether you’re in need of an omnichannel customer service solution, here are some tips on what you should look out for
Your customers are important–and so is their data
Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for
5 trends to uncover in your customer service data
A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.
How Zendesk customers gain value with ticketing and real-time support
Instant communication is the expectation when it comes to support, and when more than 53% of shoppers abandon their online purchase if they can’t find a quick answer, real-time communication in addition to traditional email support can help prevent customers from churning.
6 keys to ticket escalation
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
New Zendesk research: how to go omnichannel
We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service
New Zendesk research: omnichannel and better support
With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers
Providing support on multiple channels in multiple languages
Language doesn’t need to be a barrier in your efforts at going global
Staying GDPR compliant with Zendesk
At Zendesk, we’ve been preparing for this day for a long time
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.
Introducing The Zendesk Suite
The Zendesk Suite bundles Zendesk Support, Guide, Chat, and Talk into a single omnichannel solution
Zola marries passion for support with modern tools
Zola combines compassionate customer service with modern tools and technology
Be the type of tech support team you want to interact with
CircleCI relies on Zendesk to connect its remote, distributed technical support team with its customers. The company has seen gains in efficiency and satisfaction and built a custom open source Slack integration using the Zendesk API.
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.
Fullscript’s prescription for omnichannel customer success
With GAAP revenue growth of a staggering 2,000+ percent over the last three years, in 2017 Fullscript moved from a combination of siloed support tools to adopt an all-in-one solution