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We are excited to announce new updates to our customer-facing terms and policies
After enjoying considerable return on its knowledge base investment, Freshly continues leaning on self-service to support its growth
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.
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
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.
Tier 0 support is a great way to help your customers help themselves
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.
More than 20% of agent time is spent looking for info, but having a good knowledge…
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
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
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?”
Customers will call, customers will interact, and customers will even vent at you. But the truth…
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.
The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness
Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different? Learn more about multibrand functionality in Guide Enterprise.
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.