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Setup your agents and end-users for success with Chat Article

Setup your agents and end-users for success with Chat

You’ve made the important step of deciding to implement a new Chat channel, but now what?…

Ticket deflection: the currency of self-service Article

Ticket deflection: the currency of self-service

New tech and tools are making self-service a better option for customers and businesses. It's easier…

Work smarter: live chat best practices Article

Work smarter: live chat best practices

As with any communication channel, there’s a right way and a less effective way to offer…

Improving the customer experience Article

Improving the customer experience

Customer experience focuses on improving the way customers interact with your business. Doing so means putting…

Excellent customer service, excellent ROI Article

Excellent customer service, excellent ROI

“Don’t knock it until you’ve tried it” can be good advice in some situations, like when…

3 ways to achieve better self-service Article

3 ways to achieve better self-service

Most customers would rather help themselves than reach out to an agent. In order to deliver…

Outbound team: Welcome to the Zendesk family Article

Outbound team: Welcome to the Zendesk family

We’re happy to report another milestone in Zendesk’s journey to help companies better communicate with their…

3 ways to use Zendesk as an ecommerce help desk Article

3 ways to use Zendesk as an ecommerce help desk

Managing support across various channels can create accountability problems and make your customer feel undervalued. Here…

Why you must offer chat support Article

Why you must offer chat support

It’s a scenario that’s all too familiar: having spent some time researching a product online, Jane…

Beyond FAQ: how support can create great customer experiences Article

Beyond FAQ: how support can create great customer experiences

A well-designed FAQ that matches the look, feel, and tone of the business should be top…

How efficient customer service affects your bottom line Article

How efficient customer service affects your bottom line

Your customer service agents might be hard workers, but if systems are preventing them from being…

Find out what’s new with Zendesk Article

Find out what’s new with Zendesk

Join our product marketing team for an in-depth walk-through of all product updates in the last…

Channel changes score high with Ditzo’s online insurance customers Article

Channel changes score high with Ditzo’s online insurance customers

Ditzo’s decision to eliminate both email and voice as contact channels in early 2016 was a…

Customize your chat widget with the Web SDK Article

Customize your chat widget with the Web SDK

Because it is often the first place a customer looks when they want help, the Zendesk…

Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101) Article

Tip of the week: Measuring agent productivity (Zendesk Chat Analytics 101)

This Zendesk tip of the week looks at agents logged in and agents serving to measure…

How to make the most out of live chat Article

How to make the most out of live chat

Most customers prefer chat to email—why wait for a response via email when a question can…

Tip of the week: Investigating increasing wait times (Zendesk Chat Analytics 101) Article

Tip of the week: Investigating increasing wait times (Zendesk Chat Analytics 101)

This Zendesk tip of the week overlays wait time on Chat Reports to identify increases in…

Measuring success in a customer experience world Article

Measuring success in a customer experience world

Any retailer knows today’s consumers expect the best, and they won’t stay loyal for long if…

Make the most of what’s new at Zendesk Article

Make the most of what’s new at Zendesk

We look different these days, and we hope you’re as excited about our makeover as we…

Fine Tuning: Spreadsheets are not your friend Article

Fine Tuning: Spreadsheets are not your friend

Are you spending hours creating reports that nobody is reading