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

The Bite Squad customer service team includes nearly everyone in the company. Better analytics and more insight into site transactions enabled the company to connect with hungry customers more effectively.

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.

September brings us plenty of new app integrations

The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans

No, that's not a holiday I made up just now

We're closing out July with some great new apps

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.

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.

Zola combines compassionate customer service with modern tools and technology

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.

The humans writing scripts and engineering bot handovers still hold the keys to customer service. Why? The answer is three-fold.

Let's take a look at some great new integrations designed to improve and extend your use of Zendesk with new integrations for November 2017

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.

Using Zendesk products, Mortgage Coach has been able to serve an expanding customer base

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