Omnichannel vs. the other way
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
Announcing the Zendesk and WhatsApp Integration
We’re excited to announce the launch of our integration with WhatsApp Business Solution.
What’s the haps with the apps?
We're closing out July with some great new apps
When is it best to use chatbots vs. humans for customer service?
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
Start your omnichannel journey the right way
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely.
Zoom + Zendesk: the benefits of video for remote support
We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, along with additional agents benefits when using video for remote support
New Zendesk research: how to go omnichannel
We used data from the Zendesk Benchmark to create best practices on how to actually adopt an omnichannel approach to customer service.
Skills-based routing: Route your way to success
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them.
An integration libation
Zendesk plus some great new apps are a recipe for a great cocktail
Take a customer-facing approach to your internal knowledge base
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.
New Zendesk research: omnichannel and better support
With data from the Zendesk Benchmark, we discovered an all-around better support experience for customers.
Providing support on multiple channels in multiple languages
language doesn’t need to be a barrier in your efforts at going global
What is omnichannel customer service?
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
Collaborate across your ecosystem with Side Conversations
Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.
Keep your knowledge base healthy with the newest innovations
The healthiest knowledge bases are iterated and improved upon over time. Learn how the newest help center innovations can streamline and automate that process for your support team.
Improvements to Zendesk’s terms and policies
It’s that time again….we’re updating our terms and policies to make it easier for you to understand how we supply our services to our subscribers.
Take an integration vacation
Here are all of the great new integrations for May:
Differentiated customer experiences start with better cross-functional collaboration
With the Zendesk App for Slack, great customer service can now happen anywhere in your organization—right where work happens
Introducing The Zendesk Suite
The Zendesk Suite bundles Zendesk Support, Guide, Chat, and Talk into a single omnichannel solution.
Meet Connect: A new product to automate and scale proactive support
Instead of asking “How can my support team keep up?” consider a different question: “What are the most important situations in our customers’ journey around which our support team can design proactive engagement and support?”
Zola marries passion for support with modern tools
Zola combines compassionate customer service with modern tools and technology
Be the type of tech support team you want to interact with
The numbers speak volumes: CircleCI reduced its FRT by 78.5% and improved its self-service to ticket ratio by 138%. The team also built an open source integration with Slack that they're willing to share.
Fill knowledge gaps with the Knowledge Capture app
A comprehensive knowledge base is an essential piece of a 21st-century support operation. But implementing it is just the first step—maintenance comes next.
How Freshly provides seamless, time-sensitive support
By embracing omnichannel support, Freshly empowers its customers to contact them in the way that’s most convenient