The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere. That’s why guiding customers to the best support channel for their needs based on your resources can not only reduce their effort, but can also streamline your company’s support and allow you to staff appropriately.
New additions to the Apps Marketplace
Check out these new integrations, all designed to help you provide great support and get the most out of Zendesk
Pain points of live chat and how to solve them
With live chat, there's a lot of pressure to keep up with the masses in real-time. But it can also increase sales, reduce support costs, and increase CSAT.
Mortgage Coach’s fast, easy support with Zendesk Chat
Using Zendesk products, Mortgage Coach has been able to serve an expanding customer base and encourage more volume while maintaining its team of trainers and support advocates
Scaling real-time communication
With an increasing expectation for real-time communication, live chat and messaging are crucial channels for customer service excellence.
Increase useful live chat requests on your website
Let’s look at some of the most efficient ways to increase live chat engagement on your site
Are proactive chat scripts the answer?
How your agents handle the delicate back and forth of a live chat conversation matters. Some may say proactive chat scripts are the answer. But are they?
Live chat vs. phone support
Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when weighing live chat vs. phone support.
The benefits of proactive chat
The name of the customer service game these days is knowing what your customers need before they ask, making proactive chat an essential tool
For FabFitFun, subscriber growth means scaling up customer service
With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth
Multichannel customer service, made-to-order
“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
Increase conversions with chat
While adding a live chat channel can increase website conversion rates by 29 percent, you can further optimize your chat channel and increase conversion rates with chat conversion tracking. Conversion tracking enables you to see how many of your 600 conversions were influenced by a chat and even which agent was involved
Setup your agents and end-users for success with Chat
You’ve made the important step of deciding to implement a new Chat channel, but now what? There are many things to take into consideration, from where you place the Chat panel to how you’ll staff your Chat agents
Work smarter: live chat best practices
As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers
Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about
Why you must offer chat support
It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane is ready to make a purchase. She starts to check out and scans the shipping options. Will it arrive when she needs it to with regular shipping or should she pay to have it expedited
Huckberry explores speedier support with SMS messaging
Huckberry’s philosophy—treating customers as equals—isn’t limited to brand messaging and doesn’t end at the point of purchase. This core belief permeates all areas of the business, including support
Why live chat is better for everyone
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
Find out what’s new with Zendesk
Join our product marketing team for an in-depth walk-through of all product updates in the last quarter. In this 60-minute webinar, we’ll take you through the new features in Support, Help Center, Chat, Talk, and Message
Channel changes score high with Ditzo’s online insurance customers
Ditzo’s decision to eliminate both email and voice as contact channels in early 2016 was a surprising one. It might even be called revolutionary
Customize your chat widget with the Web SDK
Because it is often the first place a customer looks when they want help, the Zendesk Chat Widget can serve as the voice of your website. To deliver a quality customer experience it’s essential that the chat widget is customized
Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)
This Zendesk tip of the week looks at agents logged in and agents serving to measure agent productivity.
Why the pipeline isn’t running dry anytime soon for Pipedrive
Pipedrive uses the Zendesk Support, Help Center, Talk, and Chat products—and nearly every feature within Zendesk Support. “Zendesk fulfills all our needs,” Kõiva said, “and there’s no other software out there that is able to do that
How to make the most out of live chat
Most customers prefer chat to email—why wait for a response via email when a question can be answered within minutes on live chat? As more and more customers expect support via live chat, it’s important for businesses to not only juggle live chats, but exceed chat expectations, whether it be via web or mobile