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The dynamic, long-term impact of self-service Article

The dynamic, long-term impact of self-service

Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.

Tap into the right self-service analytics to measure success Article

Tap into the right self-service analytics to measure success

If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future

See your business goals through by offering live chat Article

See your business goals through by offering live chat

It’s crucial to be sure that your live chat goals align with your business objectives. You don't want an opportunity to slip by, so we're highlighting five business goals that can be supported (and more achievable) by offering live chat.

Improving retail experiences with conversational commerce Article

Improving retail experiences with conversational commerce

Conversational commerce is designed to connect customers with their favorite brands in real-time.

How Spokeo connects more people, faster than ever Article

How Spokeo connects more people, faster than ever

Spokeo uses the Zendesk Support, Guide, and Chat products, along with a key integration with Tymeshift,…

How Zendesk customers benefit from self-service Article

How Zendesk customers benefit from self-service

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our…

Shaving down ticket volume with Answer Bot Article

Shaving down ticket volume with Answer Bot

Dollar Shave Club earns a 25% resolution rate with Answer Bot, freeing up agent time for extended chat support hours and other projects

Pain points of live chat and how to solve them Article

Pain points of live chat and how to solve them

With live chat, there's a lot of pressure to keep up with the masses in real-time. But it can also increase sales, reduce support costs, and increase CSAT.

Chatbots for business: a new support standard Article

Chatbots for business: a new support standard

If you’re wondering what’s next in the evolution of customer service technology, look no further than…

Scaling real-time communication Article

Scaling real-time communication

With an increasing expectation for real-time communication, live chat and messaging are crucial channels for customer service excellence.

Make self-service easy with the Web Widget Article

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 Article

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

From Sloane Square to SaaS: A support advisor’s journey at John Lewis Partnership Article

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…

FAQ-page design: Be savvy about self-service Article

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.

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How video can enhance self-service

The human brain processes video at astounding speeds. Try using it in your support pages.

Are proactive chat scripts the answer? Article

Are proactive chat scripts the answer?

How your agents handle the delicate back and forth of a live chat conversation matters. Some…

Deliver a seamless online customer experience Article

Deliver a seamless online customer experience

In this post, we’ll share how you can stand out from the crowd with a better…

Raise your ticket deflection ratio with smart self-service Article

Raise your ticket deflection ratio with smart self-service

It's time to demystify ticket deflection and improve your deflection ratio

The benefits of proactive chat Article

The benefits of proactive chat

The name of the customer service game these days is knowing what your customers need before…

Increase conversions with chat Article

Increase conversions with chat

While adding a live chat channel can increase website conversion rates by 29 percent, you can…