Raise your ticket deflection ratio with smart self-service
It’s time to demystify ticket deflection and improve your deflection ratio
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
Ticket deflection: the currency of self-service
New tech and tools are making self-service a better option for customers and businesses. It’s easier than ever to vastly improve ticket deflection
3 ways to achieve better self-service
Most customers would rather help themselves than reach out to an agent. In order to deliver the support experience customers want, companies are expanding their online self-service capabilities
Introducing Zendesk Guide
To help customers take their self-service to the next level and establish a successful knowledge management practice, Zendesk is proud to launch Guide, a smart knowledge base for better self-service and empowered agents
Beyond FAQ: how support can create great customer experiences
A well-designed FAQ that matches the look, feel, and tone of the business should be top of mind for any company with a digital presence. We know it’s how customers search for information and it’s often the first place would-be customers go for details when sizing up their options for goods and services. But what about the impact of other channels, beyond the FAQ, on customer service?
Conduct an honesty audit: Learn from customer feedback
Customer feedback is important, but what you do with that feedback is even more important. Here’s a look at how the customer service team at Zendesk took a couple of bad situations and turned them around
Everything you need to know before launching your community
We all belong to communities. Some are small and intimate, like our families. Some are massive and managed digitally, like LinkedIn. Regardless of their shape or size, these
Get personal with profiles in Help Center
Thriving communities are built around people having real connections with each other. That’s why we’re introducing profiles to Help Center, making it possible for community members to share relevant information about themselves
Meet “Copenhagen”, Zendesk’s new responsive Help Center theme
Today we’re releasing the Copenhagen theme for Help Center. We’ve redesigned it from the ground up, with self-service best practices
3 ways to get your Help Center in shape, featuring Lumo BodyTech
Chances are, your Help Center could be working—or working out—harder for you. Here are three exercises to optimize your Help Center for better performance and
6 steps for measuring self-service success
When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get our Help Center in tip-top shape and to build a better self-service experience. Here are the six steps we found worked for building a robust self-service
Tip of the week: Notify customers of a post or comment converted into a ticket
One of the coolest features in Zendesk Community V2 the ability to create a ticket from a post or comment, and that’s what we’ll talk about in this tip of the week
Tip of the week: Making the move from Web Portal to Help Center (it’s really not that scary)
Migrating from Web Portal to Help Center can seem daunting but this Tip of the Week from Jake Bantz makes it easy
How Brayola’s customer service team became every girl’s best friend
Many items are fun to shop for—wide-brim, floppy hats, lacy skirts, motorcycle jackets, chunky scarves, cowboy boots. The list goes on, virtually to infinity, except for one item
Community Tip: Facebook Messenger integration for Help Center
Martijn Snels of pluscloud explains how his team embeds a Facebook Messenger button in the Help Center. With the introduction of Facebook Messenger Page Plugins, this is now possible.
Let’s get personal! How to showcase your support team on your Help Center
Your customers may wonder who they’re really talking to when they reach out your customer support for help. Fear not, we’ll show you how adding personality to your Help Center is as easy as 1 – 2 – 3.
Multiple brands, one Zendesk: introducing Multibrand
Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent throughout their experience of doing business with you. That expectation provides a special challenge for
3 tips for providing great customer self-service at scale
A great way to keep your customers happy (and cut down on tickets) is to make it easy for customers to find their own answers. Here are three tips for giving your customers a great self-service experience, even if
3 most popular community tips
The votes are in! The Zendesk community forums have been buzzing with great ideas. We asked our customers to pick their favorite
Tip of the week: using Google Analytics with Help Center
With the launch of Help Center, our new customer facing portal, there’s a change in how Google Analytics needs to be configured to track your customer data in Zendesk
Six questions to ask before setting up your community
Before you throw open the doors to your user community, there are a few things to do and think about.
Tip of the week: organizing the content in your knowledge base
We’ve got four steps to a streamlined knowledge base and lots of customer examples to set you on the right path.
Knowledge bases and forums: what’s the difference and does it matter?
Customers today expect to be able to come to your website and discover the information theyre seeking on their own and even to engage with their peers in your support community