We all have blind spots. What companies perceive as excellent service does not always line up with the reality of the customer service they are delivering

Proactive engagement is anticipating the context of common support issues and being a step ahead, so you can guide customers towards the experience they deserve

Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented

Here are two methodologies for channel assignment that can help improve the overall customer experience

Here are some other considerations to keep in mind when deciding on the number of agents to hire for chat support

Customers will call, customers will interact, and customers will even vent at you. But the truth is, each interaction (whether good or bad) provides information about how your company can do better. Here are 5 ways customer interactions can improve your business.

Live chat is one of the fastest and most personal ways to engage with customer service from afar. But that alone won’t define your customers’ experience - consider how they navigate the site, how they engage with support, and where they are on the customer journey.

It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.

Conversational commerce is designed to connect customers with their favorite brands in real-time.

Spokeo uses the Zendesk Support, Guide, and Chat products, along with a key integration with Tymeshift, to provide seamless omnichannel support across its email, live chat, and self-service channels

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.

If you’re wondering what’s next in the evolution of customer service technology, look no further than the closest chat window

With an increasing expectation for real-time communication, live chat and messaging are crucial channels for customer service excellence.

Let’s look at some of the most efficient ways to increase live chat engagement on your site

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?

The name of the customer service game these days is knowing what your customers need before they ask, making proactive chat an essential tool

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

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

As with any communication channel, there’s a right way and a less effective way to offer live chat to your customers

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

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

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

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

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