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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

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Optimize your support solution: a checklist Article

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 Article

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 Article

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…

Help desk vs service desk: What’s in a name? Article

Help desk vs service desk: What’s in a name?

Whether you call it a help desk vs service desk or something else entirely, the team's goal is often the same: providing proactive customer support.

Unlimited support: How Vimeo’s dedicated support engineer Zena Hirsch uplevels operations Article

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 Article

Aligning operational metrics with your customer service goals

We identify three customer service goals that companies can measure and the operational metrics they need to do so

How to keep that personal touch as your company grows Article

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 Article

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