Be a better listener
Customers are always willing to tell you how they feel about your product. The question is, though: is there a better way to listen?
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
What’s the difference between machine learning and deep learning?
Understanding how today’s AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning
Grow the bottom line by building trust
Customers expect a certain level of transparency when they submit questions, but for growing a company, providing reliable and consistent service can be difficult
5 best practices for designing a knowledge base
When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read on for knowledge base design best practices.
Deliver a seamless online customer experience
In this post, we’ll share how you can stand out from the crowd with a better online experience for your customers
How to be human while collecting customer data
Without categorizing the requests landing on your desk, collecting customer data needed to make informed decisions is almost impossible
The best customer service is a group effort
Many teams at your company help to support the relationship between your business and your customers. While customer service handles many of the day-to-day questions, other teams like sales and billing jump in when another opportunity develops or when there’s an error with an invoice
How to never make a VIP customer wait
For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP customer has a question during off-hours and you need to contact your engineer who’s out of the office?
The easiest way to improve customer satisfaction
At the risk of sounding like a broken record, if you want to improve customer satisfaction, you need to measure customer satisfaction (CSAT)
Community tips for happier customers
Zendesk can’t magically provide you with happier customers. But we can give you the tools you need to improve the customer experience
How BetterCloud organizes IT support
At BetterCloud, we’ve developed some creative strategies to leverage Zendesk automations (and other features) so our IT team provide excellent internal support
How to build ideal workflows in Zendesk Support
Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow
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 agent productivity.
Sh*t support agents say
Everyone wants good customer support, but if you’re a support agent, listening to people’s problems 40 hours a week can get repetitive quickly. Giving meaningful responses and solutions? That’s a whole other story
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 wait times.
Community Tip: How to improve feedback loops with automated peer reviews
Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google Sheets, and the Google Apps Script
Tip of the week: How to use JIRA filters to see Zendesk tickets in JIRA
This Zendesk tip of the week is especially useful if you are trying to see how many tickets are directly linked to the JIRA issues
The reviews are in: Best headsets for customer service
Think about the tools you use at work every day—a mouse, a keyboard, maybe old fashioned pen and paper? If you’re a member of a phone support team, a headset is likely at the top of that list—it definitely is for our customer advocates. In fact, members of our support team are commonly asked for […]
From the experts of Zen U: Optimize your views
We’re here to help you understand Zendesk better. With Zen U, you can participate in an interactive curriculum and learn from experts like Austin Hinz, one of our Zen U trainers. This November, we’re taking Zen U on the road
Building your Zendesk workflow brick-by-brick
Building your Zendesk is a lot like building with LEGOs. Each component of Zendesk is made to work in harmony with the others so that you can create the strongest spaceship—or ticketing system—you can imagine. In today’s Fine Tuning discussion, I’ll walk through some key features, or building blocks
Tip of the week: A guide to Help Center for Web Portal users
This Zendesk Tip of the Week will help you transition from Web Portal to Help Center
The skill every great chat agent needs to have
Meet Anna, Team Lead for the email and chat team supporting Zendesk Chat. Based in Manila, Anna joined Zopim back in late 2013
Community Tip: How to set a reminder on a ticket
Learn how to use custom ticket fields and automations to set a reminder on a Zendesk ticket