What is omnichannel customer service?
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
Zola marries passion for support with modern tools
Zola combines compassionate customer service with modern tools and technology
All about average handle time
A customer’s time is precious, and so is yours. Average handle time can help companies gauge the strength of their call center and phone support.
Next stop: the integration station
All aboard the apps train! We've got a ton of great new integrations to help you kickoff the new year.
Admins are artists. Give them a better paintbrush
For admins who manage call centers, the right tool is more like a right hand. Introducing Dashboard API.
The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere
Build a contact center with Talk Enterprise
With Talk Enterprise, we aim to give you the tools and hands-on support you need to build a contact center easily.
Introducing Textback, born in our hackathon
Phone-tree, or IVR, administrators can now add a text-back option for callers needing support. And it all came about at the Zendevian Cup, our annual hackathon.
How Allbirds’ customer service is taking flight
Allbirds partnered with Zendesk for their customer service software when they first launched
The 9 key call center metrics to transform your contact center
There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place
For FabFitFun, subscriber growth means scaling up customer service
With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth
Multichannel customer service, made-to-order
“People remember how you make them feel,” said restaurateur Danny Meyer at a retail trade show earlier this year. Your product has to be great—but so, too, does your hospitality
6 Reasons why every call center should use an integrated ticketing system
Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone
You don’t always need call center scripts
Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers
Huckberry explores speedier support with SMS messaging
Huckberry’s philosophy—treating customers as equals—isn’t limited to brand messaging and doesn’t end at the point of purchase. This core belief permeates all areas of the business, including support
On hold no more: top 5 benefits of a callback service
No one likes calling a company only to be put on hold. In fact, according to a survey from Google, 60% of customers think 1 minute is too long to wait on hold. But the good news is that a callback service ensures that your they don’t have to be put on hold if they […]
5 tips for training call center agents
Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone
Boosting call center customer satisfaction
If your primary goal is to improve call center customer satisfaction, it’s not enough to just provide a phone number to call
Text support: get it right the first time
Including text support as part of your multichannel strategy is a great way to provide better customer experiences, differentiate your service, and make your team more efficient. With text support, your mobile customers will appreciate the easy access to information or help. In fact, 52% of US consumers would prefer texting customer support over their current preferred form of communication.
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 quarter. In this 60-minute webinar, we’ll take you through the new features in Support, Help Center, Chat, Talk, and Message
Improving phone support efficiency
Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can help teams improve efficiency, saving time (and money)
Why the pipeline isn’t running dry anytime soon for Pipedrive
Pipedrive uses the Zendesk Support, Help Center, Talk, and Chat products—and nearly every feature within Zendesk Support. “Zendesk fulfills all our needs,” Kõiva said, “and there’s no other software out there that is able to do that
Introducing our new ebook: Getting started with Zendesk Talk
To help teams provide—and continue to improve—great phone support, we’re excited to share our new eBook on “Getting Started with Zendesk Talk”.
Announcing Text: adding SMS support to Zendesk Talk
More people use phones than laptops or desktop computers. And texting—which is a lower commitment than a phone call and more efficient than an email—is the most popular activity on smartphones