Values versus reality: surprising gaps in customer service
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
‘Many to many’—providing richer, scalable customer support in the Zendesk Community
An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' experience
How to report across multiple channels
There are some basics to think about when it comes to using data to improve operations across multiple channels
How The Groomsman Suit offers tailored customer love, at scale
The Chicago-based startup The Groomsman Suit is making a name for itself by taking the guesswork out of suiting up
How we improved self-service for our customers
By improving our own customer service offerings, we aim to learn best practices we can pass along to our customers that enable them to do the same
Improvements to Zendesk’s terms and policies
We are excited to announce new updates to our customer-facing terms and policies
Keep it customer-centric: Self-service tips from Freshly
After enjoying considerable return on its knowledge base investment, Freshly continues leaning on self-service to support its growth
The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
3 benefits of proactive engagement
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
How businesses can benefit from proactive messaging
Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented
Chat support models: shared vs dedicated
Here are two methodologies for channel assignment that can help improve the overall customer experience
Let the robots have those jobs—the evolving AI-agent relationship
AI-supported automations can have a huge impact on your agents. Here are some things to keep in mind as you implement new workflows and leverage technology for increased productivity and agent satisfaction.
What is tier 0 customer support?
Tier 0 support is a great way to help your customers help themselves
Questions to ask when staffing chat
Here are some other considerations to keep in mind when deciding on the number of agents to hire for chat support
Bite Squad perfects orders with smart, personalized 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.
Support your support with self-service
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers.
Providing automated self-service where customers (and agents) want it most
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
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
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
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?”
5 ways customer interactions can improve your business
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.
The data-driven path to building a great help center
Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.