Introducing Answer Bot
A a new way for customers to find the answers they seek even faster – introducing Answer Bot.
Customize your CSAT surveys
The simplicity of the CSAT survey lends itself to analyzing trends in satisfaction. Companies that focus on improving their scores have a competitive boost
The science behind satisfaction prediction
We dive into the guts of Satisfaction Prediction to explain how it can help raise your company’s overall CSAT score and maintain happy customers
Scaling real-time communication
With an increasing expectation for real-time communication, live chat and messaging are crucial channels for customer service excellence.
How Allbirds’ customer service is taking flight
Allbirds partnered with Zendesk for their customer service software when they first launched
3 of the best knowledge management examples
Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.
You get a new app, and you get a new app, and you…
That reference is still relevant, right?
Make self-service easy with the Web Widget
Most customers would rather not call support if they don't have to. Learn how to make it easy for them to find what they need
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
Untapped: the ROI of customer service
Customer service can have a direct impact on the bottom line. So why do so few companies understand the ROI of customer service?
Getting wise to providing (even) better support
In the beginning, Hootsuite was like a lot of startups, in immediate need of a system to help manage customer service inquiries and to keep pace with growth
5 best practices for designing a knowledge base
When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read on for knowledge base design best practices.
From Sloane Square to SaaS: A support advisor’s journey at John Lewis Partnership
Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers. Today, she’s embracing SaaS software, diving in headfirst and taking a hands-on approach to providing support
Kicking apps and chewing gum
And we’re all out of gum. But we have plenty of great apps to highlight this month:
FAQ-page design: Be savvy about self-service
With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.
Machine learning: a new potential in customer service
We’ve highlighted some of the potential innovations coming to customer service by way of machine learning
How video can enhance self-service
The human brain processes video at astounding speeds. Try using it in your support pages.
Building trust with automatic answers
Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction
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?
Deliver a seamless online customer experience
In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers
How PlanGrid empowers the construction industry with Zendesk Support
PlanGrid believes that impeccable customer service is the lynchpin to a lasting and healthy relationship with customers. To build that relationship, every person they interact with should be treated with
Which call center metrics should you really focus on?
There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place
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.
Raise your ticket deflection ratio with smart self-service
It’s time to demystify ticket deflection and improve your deflection ratio