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Improvements to Zendesk’s terms and policies Article

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 Article

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 Article

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 Article

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 Article

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 Article

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 Article

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? Article

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 Article

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 Article

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 Article

Support your support with self-service

More than 20% of agent time is spent looking for info, but having a good knowledge…

Providing automated self-service where customers (and agents) want it most Article

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 Article

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

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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 Article

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 Article

5 ways customer interactions can improve your business

Customers will call, customers will interact, and customers will even vent at you. But the truth…

The data-driven path to building a great help center Article

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.

Three things to consider when offering self-service Article

Three things to consider when offering self-service

The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness

Differentiate your brands with unique help center experiences Article

Differentiate your brands with unique help center experiences

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.

How a great customer experience comes from chat support Article

How a great customer experience comes from chat support

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.